Customer Service Manager

FELICIA DENNIS 661-***-**** *************@*****.*** 2260 El Paso Street Lancaster, CA 93535

A D M I N I S T R A T I V E A N D C L I E N T S U P P O R T

Organized and detail oriented professional credited with utilizing strong client relations, organizational, process management, and problem-solving skills, to deliver exceptional results in business environments. Demonstrates a high level of professionalism, and the ability to work independently, or in collaborative environments. Highly adept at establishing and maintaining effective relationships with internal teams and clients, and consistently exceeding goals and objectives.

Selected achievements include the following:

Training and Development: Trained and mentored new Associates and conducted side by side coaching to help drive performance and quality customer service.

Conflict Management: Handled escalated calls from irate clients and mitigated issues in a timely manner to promote client satisfaction.

Business Contributions: Instrumental in saving thousands in penalties and fees by proactively identifying solutions to technology issues.

More than 5 years’ successful experience in customer service and support with recognized strengths in account maintenance, problem solving and trouble shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place.

Team lead managing 30 people

Ability to train, motivate, and supervise customer service employees in a fast-paced environment

Organized, detailed oriented professional, with solid accomplishments in organizing work flow, monitoring.

Possess solid computer skills.

Excellent working knowledge using customer service tools such as First Data Resource, Oasis and etc. A team player, acknowledged as “Total Quality Customer Service Professional.

Core Strengths

Client Relationship ~ Customer Service ~ General Administrative Skills ~ Medical Terminology ~ QuickBooks

Communication ~ Research ~ Conflict Resolution ~ Mentoring & Training ~ Teamwork ~Database Management ~Taxport

CAREER OVERVIEW

Bartz-Altadonna Community Health Center 4/12/206 to Present

Office Manager/Executive Assistant

Schedules and organizes complex activities such as meetings, travel, conferences and department activities for all executive members.

Creates, develops and prepares visual presentations for meetings

Establishes, develops, maintains and updates filing system for CEO, CFO, CDO, COO, HR and administrative staff. Retrieves information from files when needed. Establishes, develops, maintains and updates library of clinic’s documents

Organizes and prioritizes large volumes of information and calls.

Sorts and distributes mail. Opens mail for organization and distributes accordingly. Drafts written responses or replies by phone or e-mails when necessary. Responds to regularly occurring requests for information pertaining to the organization.

Answers phone calls and takes messages on all routine and non-routine questions

Works independently and within a team on special nonrecurring and ongoing projects.

Acts as project manager for special projects, at the request of the executive team, which may include: planning and coordinating multiple presentations, disseminating information, coordinating direct mailings, creating brochures.

Types and designs general correspondences, memos, charts, tables, graphs, business plans, etc. Proofreads copy for spelling, grammar and layout, making appropriate changes. Responsible for accuracy and clarity of final copy.

Works with IT to help organize and maintain the server

Will assist with minutes for all Board of Director meetings held on Thursday

Assists HR in training and maintaining audit materials for these training.

Handles all mail and company correspondences.

Credentialing specialist

Outreach Coordinator

Maintains professional and congenial attitude towards members in the community.

Recruits targeted individuals for program participation, workshops, community meetings, surveys, and other activities by developing and distributing outreach materials, directly contacting targeted community members, networking with appropriate community organizations, and utilizing the broadcast and print media.

Greet customers seeking services; orient customers to and assist with a core set of resources; perform initial customer screening for federal, state and local programs; provide program information.

Establish relationship with volunteer programs from universities, clubs, civic groups, etc.

Maintains working knowledge of the Affordable Care Act and the enrollment process.

Provide and/or coordinate public presentations and demonstrations to potential support groups.

Complete participant records to include eligibility documents, assessment forms, information and referral logs, volunteer logs, surveys, and other records as assigned.

Works with agencies and service providers to facilitate coordination and information sharing.

Must be able to help clients develop plans/goals and provide sufficient follow-up.

Responds to patients’ request for assistance by assessing service needs and providing direct intervention, information, and referral services as appropriate.

Provides follow up on referrals to assess outcomes and provide additional services as required.

Network with other agencies to stay informed about services and resources and to maximize opportunities for clients.

Advocates for individual and community needs.

Will identify and build rapport with homeless individuals and families living on the street or in vehicles.

Develops and maintains a resource file of available social service agencies and assistance providers in the target area for use in referring customers for needed services.

Use appropriate technology tools to accomplish job functions; understand and utilize available technology as customer service, communication, and data gathering tools.

Total Merchant Service, Woodland Hills, CA 02/09/2015- 04/12/2016

Partner Relationship Manager

•Provide daily support to sales partners

•Assist with monthly residuals

•Provide statements when needed

•Make daily calls to sales partners

•Complete assignments and task for the sales partners

•Educate new sales partner on residual, fees, Up front bonus, and commissions Trouble shooting/technical support

INTUIT, Woodland Hills, CA 07/2008-09/2014

Senior Support and Service Specialist

Facilitated the administration and execution of operational activities including, research, account set up, and maintenance. Ensured compliance with established work standards, policies and procedures, and completed assignments in a timely and accurate manner.

Assisted customers with setting up QuickBooks as well as troubleshoot technical issues.

Worked collaboratively with team members within business unit, served as lead resource to provide support and drive performance.

Processed account changes activated new products and services and corrected any onboarding errors.

Conducted extensive research on missing transactions, batches and deposits, and resolved transactional discrepancies.

Technical support

Coaching and supporting the team

Assisted new hires in Tucson Arizona

Floor support

Take escalation/supervisor calls

Facilitate daily huddles

Assisted with quick books training

Making sure team is notified of updates or issues of the day

Making sure team is adhering to Aux times

COMPTON CENTRAL HEALTH CLINIC, Compton, CA 7/2006-4/2008

Administrative Assistant

Worked in a fast paced medical facility and performed a wide variety of administrative and operational duties to support the needs of the office staff, physicians and patients. Wrote and submitted grants for the clinic.

Scheduled and coordinated patient appointments and updated and organized medical and electronic health records.

Completed and submitted insurance claims and prepared provider/patient correspondence.

Developed and maintained a teen clinic, provided exemplary customer service to all patients, and maintained effective relationships with medical staff and other employees.

Developed and set up a teen clinic

Processed medical billing

Grant writing

LOS ANGELES TOBACCO CONTROL ALLIANCE, Los Angeles, CA 1/1997-1/2003

Executive Administrative Assistant

Supported the coordination and execution of a wide range of administrative activities including calendar maintenance, meeting coordination, and travel logistics.

Coordinated and managed all logistics for out of state conventions including travel, promotional items and distribution.

Designed and implemented process improvement initiatives resulting in increased efficiency with filing/documenting, accounting, and customer database management.

Systematically increased office organization by developing more efficient filing/documenting system and customer database protocols.

Managed executive calendar and coordinated weekly project team meetings, assisted in the development of meetings agendas to increase meeting efficiency.

Coordinated conventions for out of state

DENNY’S RESTAURANT 1/1996-12/2000

Manager

recruiting, training and supervising staff.

agreeing and managing budgets.

planning menus.

ensuring compliance with licensing, hygiene and health and safety legislation/guidelines.

promoting and marketing the business.

overseeing stock levels.

ordering supplies.

J.E. Sun Marketing Los Angeles 6/1980-12/1995

Sales/Marketing

Promote products

Manage territory

Following up with customers

Completes call reports, by observing display and pricing of competitors' products.

Provides information by reporting growth, expansion, or closing of supermarkets in assigned territory.

Enhances merchandising and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Sets up seminars conferences and trade shows to promote products

CREDENTIALS & CERTIFICATIONS

Education: Dorsey High School ~ Aladdin Cosmetology School ~ Chester Adult School

Certifications: Medical Billing, Medical Assistant, Unit Secretary, Medical Terminology, Phlebotomy, EKG Tech Training, Grant Writer, Property Management, Cosmetology

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