Customer Service Management

Desean Courtney

Director of Program Services - THE SHADE TREE

Henderson, NV

**************@*******.*** - 702-***-****

Seeking a position where my extensive experience, education, background, work ethic and abilities will be

used effectively.

WORK EXPERIENCE

Director of Program Services

THE SHADE TREE - Las Vegas, NV - 2007 to Present

Represents The Shade Tree at meetings as designated by the Executive Director.

• Develop community knowledge and build partnerships and coalitions that will identify the Department as a

community focal point.

• Engage in strategic thinking to analyze and evaluate the present and future needs for service programs and

facilities..

• Manage the selection, supervision, training and evaluation of Department/Agency personnel. Evaluate

personnel based on performance.

• Counsel personnel to correct deficiencies and implement disciplinary procedures as may be necessary.

• Continuously monitor and evaluate the efficiency and effectiveness of programs and services delivery

methods, based on desired outcomes. Assess work loads, administrative support systems, and internal

working relationships to identify opportunities for improvement.

• Provide direct supervision to the all subordinate management.

• Oversee goal development and outcome attainment for residential and homeless programs.

Resolution Team Lead

THE SHADE TREE - Las Vegas, NV - 2007 to 2012

Process customer prescription requests, research customer inquiries, resolve problems or issues and maintain

over 95% quality service rating.

• Exercise independent judgment in making decisions that mutually benefit the member, client and Medco by

thinking "out of the box" and identifying/offering solutions.

• Effectively and efficiently handle escalated calls from members.

• Provide career training and skill assistance, in classroom setting, as needed.

Customer Service Rep

BLUE CROSS AND BLUE SHIELD OF MICHIGAN - Southfield, MI - 2006 to 2007

Analyzed, evaluated, researched and resolved customer or provider claim or benefit issues, inquiries, problems

or complaints.

• Organized work to comply with national, corporate, department production and quality standards.

Customer Service Rep

THE BARTECH GROUP - Southfield, MI - 2005 to 2006

Investigated, processed, resolved and responded to member, provider or beneficiary situations and

adjudicated claim related issues.

• Educated new/existing members, providers and beneficiaries concerning BCN policies and procedures.

• Maintained detailed/accurate database records and initiated status reports of service recovery letters as

needed.

Customer Service Rep

DTE ENERGY - Southfield, MI - 2002 to 2004

Analyzed residential utility accounts, researched billing/payment information, monitored future billing/collection

trends, maintained detailed records

• Resolved customer issues and maintained 95% plus CSI rating.

Research Aide

IPPSR-MSU - East Lansing, MI - 2001 to 2002

Conducted public policy/social research opinion surveys.

• Assisted in obtaining building permits and served as liaison between public and private contractors regarding

health care issues.

EDUCATION

Masters in Business Administration

UNIVERSITY OF PHOENIX - Southfield, MI

Bachelor of Arts in Communications

MICHIGAN STATE UNIVERSITY - East Lansing, MI

ADDITIONAL INFORMATION

• Provide a professional level of operations management, personnel training and supervision expertise via a

combination of formal education, training and years of practical hands-on experience.

• Coordinate daily operations and evaluate administrative procedure to ensure accurate, efficient, total quality

management.

• Supervise a team of qualified personnel, routinely monitoring job performance and making adjustments

necessary to ensure optimum service and production while meeting schedules and deadlines at all times.

• Train and motivate staff or management in product/industry information and company policies along with

operating procedures and other specific job related duties, thereby generating highly skilled and enthusiastic

employees.

• Establish and maintain an extensive clientele base, consisting of return business as well as new contacts, by

developing an excellent rapport with the customers, providing personal attention to their needs and assuring

their satisfaction however possible.

• Prepare/execute budgets evaluating the cost and quality of all items requisitioned to ensure a genuine savings

is achieved and that established company standards are met or exceeded.

• Introduce and implement innovative ideas concerning management techniques, employee incentive/training

programs, product development, marketing strategies and customer service policies, which enhance overall

operations as well as ultimately increase annual profits.

• Communicate extremely well with all individuals from entry level staff and peers to senior level management

and VIP clients, by acting as liaison among all persons involved, promptly resolving problems and tactfully

defusing sensitive or volatile situations.

Contact this candidate