Customer Service Manager

Thereese V. Maddox (MBA)

*** ******** **, *** **** Covington GA, 30016

Ph: 678-***-****

**************@*****.***

Objective

I am seeking a position as a Senior Marketing Services Manager a position that will allow

me to utilize my theoretical and practical skills in marketing and project management.

My career expertise in customer relations, problem solving, aided by over 20 years of

successful emloyment will make me an a key asset to you organization.

Skills Summary

Skills Summary Training & Professioanal

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Power point Development presentations

Customer service Customer Relations Organizational

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Development

Billing Scheduling

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Microsoft Office

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HR Policies & Marketing & Sales

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Procedures Managing Events and

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Problem Solving

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Promotions

(ADR) Alternative Tecniques

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Dispute Resolution

Professional Experience

Bahamas Consulate General, Atlanta GA 2009 Present

Information Oficer

Prpare and coordinate monthly staff calendar

Oversee front –office operations and provide impeccable customer service

Implement strategic marketing plans

Aided in launching thriving foreign government office creating speacial promotions and outdoor

advertisment.

Manage performance metric, including data collection ans summarization for internal performance

tracking

Over see new and reoccurring projects and events.

Continuation

Thereese V. Maddox

Rockdale Medical Center, conyers GA 2003 2006

Precertification Coordinator/ Preceptor

Prpare and coordinate monthly staff calendar

Oversee front –office operations and provide impeccable customer service

Implement strategic marketing plans

Aided in launching thriving foreign government office creating speacial promotions and outdoor

advertisment.

Manage performance metric, including data collection ans summarization for internal performance

tracking

Over see new and reoccurring projects and events.

Emory Health, Atlanta GA 2000 2003

Promoted to Sr. Financial Authorization Specialist

Financial Authorization Specialist

Obtain workmen compensation approval

Disputed insurance denials

Complied with all healthcare facility insurance guidelines

Provided open communication with customers and vendors

Prepare reports for managed care organization and insurance companies, ensuring full compliance

with agency requiements and tights deadlines.

GT wireless/ verizon wireless 1998 2000

Promoted to Market Specialist/ Preceptor

Customer Service Representative

Manage call routing in multi site IVR, and CTI technology

Manage the reporting functions for call center s

Analyzed/ interpret and act upon historical and real time contact center data; recongnized and

communicated opportunities for improvement

Met and exceeded departmental KE Performanccce Indicators (KPI) and goals

Traine up to 15 new employees every 2 months

Monitor and evaluate customer satisfation

Serve on operatoanl committees with departmet heads, staff to review needs, create and/ or update

policies and impacting the institution’s internal structure.

Education

Masters in Business Administration

University of Phoenix

Bachelors of Science in Business Management

University of Phoenix

References Available Upon request

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