Customer Service Project Manager

Accomplished and results driven with demonstrated experience in customer

service and financial management with expertise in leadership, strategic

planning, analytical skills, coordination, purchasing, and establishing

interpersonal relationships. Visionary and results-oriented who

synthesizes business facts, events and concepts to produce realistic and

long-range plans for the development of the company. Strong interpersonal

and communication skills coupled with vision, business insight, and

astute problem solving abilities. Recognized for professionalism,

creativity, positive mental attitude, commitment to excellence and

demonstrated ability to work with co-workers at all levels.

Core Competencies

Customer Service: Adept in principles and processes for providing customer

services. This includes customer needs assessment, meeting quality standards

for services, and evaluation of customer satisfaction.

Financial Management: Combine expert visionary, strategic, and tactical

financial expertise with strong qualifications in all areas of accounting that

produce bottom-line results and financial strength.

Administration and Management: Knowledge of business and management principles

involved in strategic planning, resource allocation, staff management,

leadership technique, and coordination of people and resources.

Problem Solving/Analysis: Proven ability to troubleshoot and develop creative,

innovative solutions to business challenges; successfully manage change for

improved performance and efficiency.

Professional Experience

Medical Billing and Coding:

Patient registration

Account adjustments

Process refunds

Invoice analysis

Secondary claim billing

Web based collection follow-up system

Preparation of physician hospital charge tickets for entry into our data system

Medi-Care/Medi-Cal, HMO and PPO denials and appeals

Insurance verification

Customer Service and Collections:

Provided troubleshooting of escalated and resolved customer's sales, repair and

billing requests/issues

Performed inputting, auditing, correction and releasing addresses for

serviceability in the Bay Area market in billing system

Worked at the "Help Desk" in Customer Service to identify, escalate, and

dispatch to field installer/technician and resolved issues

Generated timely and accurate reports to support effective management

decision-making by organizing, manipulate and extract data from the CSG billing

system

Supervised the inside and outside telemarketers work performance on a daily

basis while maintaining reports in an organized manner

Served as the primary contact between various telemarketing companies (inside

and outside of TCI) and various departments within TCI (Dispatch, Fulfillment,

Construction, Maintenance, and Marketing)

Assisted Marketing Department in proofreading telemarketing scripts and cable

bill inserts

Worked in cable store handling money, issuing equipment and receiving cable

television payments

Conducted research/support Customer Service Department and other departments

for non-pay accounts

Accounts Payable and Receivable:

Managed and coordinated month-end close reconciliation, accruals, and aged, bad

debit and hold reports

Tracked expense purchases through process, match invoices, receivers and

purchase orders

Compared, reconciled and tracked contractor invoices and clarify and reported

invoice issues with contractors

Assisted in the formulation of yearly budget, also tracked spending of the

facilities, fleet departments, and distribution of labor budgeted funds

Managed and documented accounts receivable, insufficient funds data and

invoices

Administered and maintained various accounts receivable and collection reports,

verifying collection agency statements and preparing write-off account reports

Executive Office Administration and Support:

Performed general administrative support for the Senior Area Manager and

Project Manager

Provided administrative and clerical support including correspondence, typing

and various projects as needed for staff.

Administered personal time sheets and coordinated ordering of office supplies

Served as the primary contact between Field Contractors and Construction

Coordinators in coordinating and distributing design maps

Organized and tracked construction-meeting minutes and route to senior staff

and the City of San Jose

Assisted in the development of "Resident Notification Plan for Cable

Communication Network Construction" manual

Utilized customer service skills in providing appropriate action to resolve

customer's concerns on first call resolution

Organized, manipulated and extracted data from the billing system to produce

timely and accurate reports to support effective management decision-making

Professional Experience

~ Continued ~

Purchasing Functions:

Demonstrated more than sixteen years of experience in purchasing and planning

Generated and tracked all purchase orders for the West Bay Facilities and Fleet

departments

Managed purchasing and inventory control of all outside cable television plant

equipment and multiple head-ends

Developed and tracked Request for Purchase Order (RPO) generated through Web

requisition (Oracle 11i

Formulated SOW (Statement of Work-Bid-Exhibits), finalized contractor's bid

packages, and contracted negotiations and approval of statement of work/quotes

Tracked and followed up with vendors on aged and undelivered equipment

discrepancies

Fleet Management:

Managed and coordinated overall functions for maintaining the company's fleet

of 550 vehicles (vehicle purchase, registration, titles, vehicle inspections,

preventative maintenance and licenses)

Organized, extracted, created, tracked, and analyzed fuel, accident, and

driver's driving performance data from outside vendor databases to produce

weekly, monthly, and yearly reports for upper management's use

Tracked vehicle accidents and ensured timely revamping of vehicles, also

collaborated with repair and body shops regularly to determine status of

vehicles out of service

Tracked and resolved all moving/parking citations and bridge toll evasions

within multiple city jurisdictions

Business Operations Management:

Administering the budget (including budget projections)

Implementing personnel policies and ensuring compliance with all federal, state

and local laws and reporting requirements

Coordinating the recruitment, hiring, and evaluation of employees

Ensuring proper use and maintenance of office equipment

Planning, coordinating and supervising the operations and activities, including

organizing business tasks and priorities and implementing organizational

policies and procedures

Directly supervising twelve employees engaged in office and field activities

along with collaborating and coordinating with financial institutions, general

contractors, asset management companies and realtors/brokers

Employment History

Medical Accounts Receivable Representative 2014-Present

Monogram Biosciences (LAB CORPORATION) So. San Francisco, CA

Senior Business Operations Manager 2008-Present

D & J Home Services San Jos , CA

Fleet Operations Specialist 3 2004-2008

Comcast Cablevision San Francisco, CA

Executive Administrative 3 Construction/Rebiuld/New 2000-2004

build

Comcast Cablevision San Jose, CA

Senior Credit and Collection Specialist 3 1999-2000

Comcast Cablevision Livermore, CA

Senior Credit and Collection Specialist 3 1996-1999

Comcast Cablevision San Jose, CA

Senior Customer Service Representative 3 1989-1996

Comcast Cablevision San Jose, CA

Customer Service Representative 2 1987-1989

TCI Cablevision Reno, NV

Education

West Valley College, Saratoga CA - Medical Billing and Coding Certification

West Valley College, Saratoga CA - Medical Administrative Certification

West Valley College, Saratoga CA - Accounting AA degree in process (estimated

completion May 2014)

West Valley College, Saratoga CA - BLS CPR Certification

Professional Training

ORACLE 10.7 and 11i QuickBooks Pro 2010 and online versions

Medi-Soft Medical Records Software

E-Clinical Works Electronic Medical

Records

Medical Terminology IDX Medical Patient Database

Telcor Laboratory Database Remedy 4.0 & TTS (Trouble Ticket

System)

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