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Customer Service Manager

Katy, TX
December 26, 2018

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Emmanuel Okoro, MPH Administration Manager 832-***-**** Katy, TX 77494

Knowledgeable professional well-versed in administrative functions in medical clinic offices, including billing, account receivables, purchasing, vendor relations, monthly reports, and clinic safety. Collaborative communicator continually focused on building relationships and improving policies and procedures. Effective staff leader, trainer and motivator to ensure customer satisfaction, company policy compliance, and quality assurance. Adept at managing human resource activities such as hiring, training, payroll, professional development, mentoring, evaluation, and termination. Skilled in conflict resolution and vendor negotiations.

Areas of Expertise include:

Evaluating Policies and Procedures

Quality assurance

Budget Preparation

Human resources

Billing and Accounts Receivables


Customer Relations

Staff Training & Leadership

Technology Savvy


License Compliance

Professional Experience

Daystar Family Clinic Houston, TX 2013 - Present

A privately owned and operated family clinic providing general and preventative healthcare for all ages.

Health Administration Manager

Conduct or assist in administering fiscal operations, including accounting, budget planning, authorizing expenditures, establishing rates for services, and coordinating financial reporting. Direct, supervise and evaluate work activities of personnel to deliver the highest quality customer service and quality assurance control procedures. Communicate with all levels of internal staff regarding insurance issues; and people outside the organization, representing the clinic brand to customers, the public, government, and vendors.

Key Accomplishments:

Ensured compliance with all government or private licenses and renewals.

Evaluated established policies and procedures and developed new efficiencies as research warranted.

WSP USA Inspection Services Houston, TX April 2017 – Present

A company that deploys FEMA inspectors to disaster sites to assess damages to homes and personal property.

FEMA Disaster Home Inspection Contractor

Perform inspections and assess damage to personal residences. Demonstrate knowledge of construction techniques to accurately document damages and to determine overall habitability of homes in ACE Field Software. Assist in developing emergency response plans and quality control monitoring. Communicate with and make recommendations to supervisor regarding improvements to inspection methods and techniques. Educate disaster survivors on key points of assistance program.

Key Accomplishments:

Evaluated disaster sites to determine number of inspections needed.

Reviewed and verified applicant occupancy documentation, including mortgage payment books, deeds, and insurance documents.

CredAbility Sugarloaf, GA 2008-2012

A consumer credit and budget counseling company.

Counselor (nonprofit Organization)

Assessed clients' overall financial situation by reviewing income, assets, debts, expenses, credit reports, or other financial information. Educated clients on managing debt and helped develop debt management plans. Reviewed and developed budgets used for agreement resolutions. Conducted research to help clients avoid repossessions or foreclosures or remove levies or wage garnishments. Counseled clients in credit, housing and budget decisions, responded to inquiries about financial matters in person or via phone, email and website. Referred clients to social service or community resources for needs beyond those of credit or debt counseling. Planned and implemented community projects for underprivileged populations.

Key Accomplishments:

Presented monthly training courses on “Credit and Budget,” First-time Home ownership,” and “Bankruptcy Prevention to groups of up to 30 people each session.

Conseco Finance Services, Inc. Atlanta, GA 2000-2008

A company specializing in debt collection services.

Supervisor, Financial Resolution

Managed call center employees on daily work assignments. Listened to and resolved customer complaints regarding accounts, collection services, financial reports, and inventory control. Conducted fraud investigations and ensured quality assurance and compliance. Enforced contracts through collection practices. Monitored telephone calls and reviewed documentation to ensure alignment between company policy and government regulations. Resolved outside client delinquent accounts, and internal employee complaints.

Key Accomplishments:

Developed and implemented quality assurance procedures to meet compliance protocols.

Education & Training

Master of Public Health Degree


Coursework: Specialization in Health Management and Policy

Certifications and Accreditations / WSP USA Inspection Services

Inspector Health and Safety Orientation-2017

Commitment to Excellence: Quality- 2017

Let’s Get Honest about Sexual Harassment- 2017

Understanding Cultural Diversity and Community Sensitivity-2017

Privacy Act Compliance and Security Awareness-2018

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