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Customer Service Manager

November 27, 2018

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**** ****** ****** ***** **** Allen, Virginia 23060

(804) 467–2835


Seasoned, solution-focused career professional with more than 20 years of management experience. Proven history of increasing operational efficiency and maintaining effective interdepartmental communication. Particularly adept at breaking down broad-reaching organizational goals into actionable steps. Areas of expertise include:

Team Leadership Strategic Planning Database Maintenance

Project Management Mentoring Training Customer Service Case Auditing

Employee Development Forecasting Analysis Financial Reporting


Pediatrix Medical Group – Richmond, Virginia 2013 – 2018

The nation’s leading provider of neonatal, maternal-fetal, and pediatric physician subspecialty services for 35 years with employees more than 1,575 neonatal, maternal-fetal, and pediatric physician subspecialty and more than 775 advanced practitioners in 34 states and Puerto Rico.

Patient Financial Service Manager

Responsible for all aspects of the operations for Patients Accounts with assisting the Director in the planning, organizing, directing, and managing the activities of, as well as providing leadership for all Patient Financial Services related activities. Develops, recommends, and administers company policies and procedures related to the patient financial services functions. Responsible for ensuring escalated patient complaints are handled in a timely manner. Oversee the job functions related to coordination with the o Collection Agencies. Responsibilities include, but are not limited to the development and implementation of policies and procedures, staffing, training, management, daily operations, reporting, product development, quality assurance, and continuous quality improvement. Maintain the daily structure of the Customer Service Department by promoting positive change when needed for procedural changes to enhance departmental goals. Assure all clients, both internal and external received exceptional customer service. Operate the Customer Service Line as needed to ensure all service levels were met daily. Provided monthly stats to Regional Management to gain a stronger understanding of call volume to predict staffing measures and hiring requirements.

Implemented mandatory overtime for everyone within the department and mandatory call coverage for the Team Lead/CSC/and Specialist to ensure the department was meeting the call center department abandon rate goals for the month.

Changed the workflow process in the department to move the team into an inbound/ outbound call center improving our overall collection process and the total amount collected each month.

Communicated performance with staff routinely to improve overall team performances and initiatives.

Worked with our partner’s and the Pediatrix Implementation Team to upgrade the IVR system to move to an innovated streamline process and update our current module to help improve call flow and simply the reporting process.

ALLIANZ GLOBAL ASSISTANCE, Richmond, Virginia 2000–2013

International provider of travel insurance, assistance and personal services with approximately 11,000 employees across 29 countries.

Team Leader

Provided mentoring, training, and career development for department employees. Assigned work-load, and scheduled employees. Processed sales reports on a daily, weekly, and monthly basis. Conducted case audits, and supervised resolution of customer inquiries. Ensured that service levels of all contractual agreements were being met. Managed relationships with external partners and suppliers, and conducted negotiations with service providers. Personally handled travel arrangements for executive level employees, medical transports, and high profile customers. Collaborated with Claims and Finance departments to resolve billing issues. Acted as a key liaison to airlines, local hotels, restaurants, and other companies in order to maintain a fluid service network.

Identified and facilitated staff training and development needs for the department.

Increased operational efficiency by playing a significant role in strategic planning, staffing forecasting, and interdepartmental communication.

WORLDTAVEL PARTNERS, Richmond, Virginia 1995–2000

Global leader in Corporate Travel Management, with offices in 29 countries.

Operations Supervisor

Managed a team of 25 employees. Led weekly staff meetings. Acted as the chief liaison between staff and Senior Management. Generated tracking reports to monitor quality of services. Worked with Operations Staff in order to generate goals that met and exceeded company standards.

Improving efficiency by enhancing staffing capabilities within the department.

Networked with vendors and partners to increase visibility to ensure all lines of business interactions and communications were professionally maintained.


Hospitality Service Management • National Travel, Uniontown, Pennsylvania

Project Management Certificate • New Horizons Computer Learning, Richmond, Virginia


Microsoft Office Suite GPMS NXGEN Master Database

Incontact Monarch Onbase Exony PeopleSoft CMS AS400

Impact 360 Witness Sabre Trams ARC

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