Customer Service Manager
Resume:
Profile
Motivated, personable business professional with a 35-year track record of sales, service, and marketing. Talent for quickly mastering new skills. Diplomatic and tactful with professionals and non-professionals at all levels. Accustomed to handling sensitive, confidential records. Demonstrated history of producing accurate, timely sales, inventory, and marketing reports to upper-level management. Flexible and versatile – able to maintain a sense of humor under pressure. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrive in deadline-driven environments. Excellent team-building skills.
Skills Summary
Project Management
Report Preparation
Written Correspondence
General Office Skills
Patient Care
Call Center Management
Computer Savvy
Customer Service
Scheduling
Marketing & Sales
Mediation Training
Audiology Skills
Cisco Certified Networking Associate Training
A+ Computer Training
Accounting/Bookkeeping – A/P – A/R
Front-Office Operations
Professional Presentations
Professional Experience
Veteran’s Administration San Diego Healthcare San Diego, California
November 2013 to January 2019
Audiology Technician (January 2015 to January 2019)
Inspected, cleaned, repaired and maintained hearing aids for patients in a very busy walk-in clinic.
Completed training on a quarterly basis on the top six manufactures of audiological products on contract with the Veteran’s Administration.
Performed otoscopy to ensure patient’s ears were not occluded with cerumen or foreign objects.
Added accessories to patient’s hearing aids and restored patient’s user settings to hearing aids when needed.
Trained and oriented new and existing patients how to use their hearing aids and accesories.
Assisted audiologist in various tasks to ensure a great patient experience.
Performed Hearing Conservation Program (HCP) examinations for employees.
Performed buff and grind services on hearing aids that did not have a good fit.
Responsible for stocking clinic and ordering supplies.
Documented patient appointment encounters including assigning the ICD10 coding of services provided.
Advance Medical Support Assistant (February 2014 to January 2015)
Medical Suppoert Assistant (November 2013 to February 2014)
Acted as a continuous point of contact for a variety of administrative issues for patients and other departments.
Provided clinical operational support by serving as a reference point for issues involving a variety of different disciplines for patients and their families.
Generated clinic availability and wait time reports to upper management to control workload and clinic fluctuations to guarantee proper staffing .
Trained new MSA clerks in the call center to ensure they understood the policies and procedures within the Veteran’s Administration.
Demonstrated positive customer service and communicated with patients in a courteous, tactful manner in person and/or over the phone in both oral and/or written formats to provide prompt service to ensure patient’s needs were completely satisfied.
Responsibilities included consult scheduling, calls (outbound and inbound), and the scheduling of appointments for patients according to established guidelines for a variety of specialty clinics.
Palomar Pomerado Health Escondido, California
Certified Nurse’s Assistant (CNA) / Nursing Unit Secretary (NUS) July 2011 to November 2013
Provided high-quality patient care as an in-demand night shift CNA within surgical, acute-care, med-surg unit, observation, intermediate care, intensive and critical care units, pulmonary progressive, telemetry, rehabilitation, and home-healthcare settings.
Performed vital signs, 12 Lead Electrocardiogram reports and preserved patient dignity and minimized discomfort while carrying out duties such as bedpan changes, diapering, emptying drainage bags and bathing.
Complied with HIPAA standards in all patient interactions and documentation.
Performed a variety of nursing unit secretary skills including chart maintenance, directed unit patient flow, ensured accurate communication between medical staff, maintained unit supplies, answered unit phones while directing callers to correct destination and answered patient call-lights.
Made patient follow-up appointments with the patient’s primary provider or various departments such as cardiology, laboratory, oncology and other treatment units.
AT&T San Diego, California
Manager / Customer Service Representative January 1999 to April 2011
As a manager responsible to perform attendance discussions, staff development, generation of inward revenue, and customer escalations, for a team of twenty-four Service Representatives in a busy call center environment while confirming team was in compliance with company policies and procedures.
Ensured inward revenue targets were successfully met or exceeded.
Developed and trained a variety of new processes to ensure Service Representatives in the entire call center were qualifying and selling the DSL product properly.
Cross-trained the DSL Support Center in Oakland, San Ramon, and San Francisco on the DSL Webqual process.
Developed Discrepancy Team and established queue and processes so internal customers could quickly access information regarding DSL accounts and make necessary changes to avoid order failure and guarantee customer satisfaction.
Confirmed in-coming call queue was properly staffed to maintain acceptable percent of call answer rate.
Developed new processes and staff for Quality Improvement Team, a group of Service Representatives working as Scanners to fix or work customer escalations due to the high percentage of DSL order fallout.
Co-chaired Top Nine Issues Committee which took leadership from all the various departments and divisions responsible for provisioning a DSL order and worked through each issue to determine the cause and effect to develop a process to work-around the issue or create a mechanized fix of the problem.
As a Service Representative responsibilities included providing excellent customer service while handling customer requests, inquiries and complaints about their telephony service.
Ensured compliance with the tariffs, practices and policies of the company.
Interacted with other company departments to resolve customer needs. responsibilities included resolving customer escalations.
As part of the Executive Escalation Team responsibilities included acting a liaison between end-consumer and various departments within the company to ensure Federal Communication Commission, Better Business Bureau, and customer complaints received by the Executive Office were investigated and resolved in a timely manner.
Provided documentation and causation reports to upper level management to establish procedures to prevent similar types of complaints in the future.
Out & About Marketing San Diego, California
Office Manager May 1995 to October 1998
Handled incoming phone lines.
Greeted customers and performed all administrative duties such as typing correspondence, filing, coordinating and scheduling office staff and sales staff meetings.
Responsible for basic accounting for office.
Established office guidelines and procedures for various issues such as filing documents and ensuring that client's needs were exceeded..
Education
GROSSMONT COLLEGE, EL CAJON, CALIFORNIA
2012 Associate in Arts Degree in Social and Behavioral Sciences with Honors, Fall 2009 to Spring 2012
GPA: 3.75
ESCONDIDO REGIONAL OCCUPATION PROGRAM, ESCONDIDO, CALIFORNIA
Certified Nurse’s Assistant (CNA) and Certified Home Health Aide (CHHA), 2011 (Previous CNA 1983 to 1988)
Completed over 90 hours of clinical training.
SAN DIEGO CONTINUING EDUCATION, SAN DIEGO, CALIFORNIA
Cisco Certified Networking Associate, Spring 2011
GPA: 3.9
UCLA Continuing Education – Los Angeles, California
Mediation Training Program, Spring 2006 (Certificate Awarded)
BLUESTAR TRAINING – SAN DIEGO, CALIFORNIA
A+ Computer Technician, Web Design Training Fall 2004 to Fall 2006 (Certificate Awarded)
EL CAJON VALLEY HIGH SCHOOL – EL CAJON, CALIFORNIA
High School Diploma, Graduated 1986
GPA 3.85
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