Customer Service Manager
Resume:
Eric Mario Jones
Duluth, GA 30096
*****.******@*****.***
Objective
To secure a position with a well established organization with a stable
environment that will enable me to use my 18+ years of leadership,
management, strong organizational skills, and educational background to
benefit mutual growth and success.
Summary of Qualifications
Analytical Thinking Assertiveness Assessment Attentiveness Client
Service Communication- Oral/Written Conflict Resolution Data Analysis
Diplomacy Empathy Leadership/Organizational Multi-tasking Problem
Analysis Problem Solving Relationship Building Strategic Planning
Tenacity Time Management Training and Development
Education
o Bachelors of Science in Business Management, Degree candidate projected
graduation December 2015, Belhaven University, Atlanta Campus
o Certificate in Massage Therapy, graduated February 2010, Atlanta School
of Massage, Dunwoody, GA. Georgia Licensed Massage Therapist #MT007093
Experience
MASSAGE HEIGHTS JOHNS CREEK, Johns Creek, Georgia
Shift Lead Massage Therapist, 2014 - Present
. Assists with the day-to-day operation of the Spa
. Provides excellent guest services and promote a positive image by
scheduling appointments, greeting guests and selling memberships
. Serves as shift lead therapist; supervises junior therapist with session
scheduling, health condition and treatment interpretation, and opening
and closing procedures
. Guides staff to deliver credible services and become caring problem
solvers, and cooperative
MASSAGE ENVY SUGARLOAF, Lawrenceville, Georgia
Massage Therapist, 2011-2012
. Developed and maintained effective programs to consistently retain
customer base
. Confidently, knowledgeably educate guests about services, products and
programs
. Maintained goals:
o Prospects conversion percentage at 45%; upgrades at 40%;
memberships at 65%
Massage Elegance, Duluth, Georgia
Owner/Massage Therapist, 2010 - Present
. Develop and maintain literature, documentation and process handling
procedures
. Manage operational costs while boosting client scheduling for maximum
revenue generation
. Develop marketing strategy; ensure full utilization of social media
platforms to grow business
Eric Mario Jones
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Massage Elegance, Duluth, Georgia (~cont)
. Evaluate client questionnaires to provide customized treatments and
ensure State of GA compliance
. Interpret financial reports to increase programs generating sales
Lincare, Inc., Norcross, Georgia
Patient Accounts Representative 2008 - 2009
. Identified problem accounts with payers; investigated and corrected
errors, followed-up on missing account information, and resolved past-due
accounts
. Answered inquiries by phone regarding past-due accounts and insurance
guidelines; researched incorrect addresses for past-due accounts
. Resolved delinquent accounts; prepared payment plans and monitored
adherence to plans by responsible party; directed accounts to outside
collection agencies when necessary
Georgia Multinational Women's Healthcare Center, Tucker, Georgia
Front Office Manager, 2003 - 2008
. Supervised and trained four (4) medical staff personnel on front office
procedures to include: patient scheduling, registration, financial
counseling, medical records, billing and collection and claims processing
. Implemented filing system and quality assurance to minimize insurance and
patient billing errors
. Balanced accounts requiring internal adjustments, contractual
disallowances, and refund/transfers
. Provided customer service to patients with insurance denials, thoroughly
evaluated claim and submitted appeals to resolve
. Tracked payments and denials of payment. Processed end-of-month income
and expense reports
. Evaluated aged accounts for collection agency placement
TGM/Eagles Pointe Apartments, Norcross, Georgia
Assistant Property Manager, 2000 - 2003
. Negotiated lease and rental agreements; assisted with overseeing capital
improvements, maintenance and modifications for 452 residential units
. Maintained occupancy standards, service levels, overall physical
appearance of the property, promotion of excellent resident relations,
and reduction of excessive operating costs
. Established, prepared, reviewed and monitored budgets; reviewed all
expenses and reported any unusual variances and provided information
detailing causes and corrective action
Other Business and Management Experience
1. Security Shift Manager - supervised XX security personnel for Boomtown
Casino
2. Human Resource Generalist - assisted with employee training and
development, implemented employee wellness programs and investigated all
risk management claims
3. Customer Service Supervisor - supervised in/out bound customer service
call center; assisted with claim resolution for all calls escalated to
the claims department for adjustment processing
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