Customer Service Manager

Matthew J. Pope

**-** *** ****** ****** Village, New York 11427 917-***-****

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

Objective To obtain a Human Resources position within a strong

organization where my resourcefulness, strong work ethic, experience,

analytical and organizational proficiency will drive innovation and change.

Education QUEENS COLLEGE, THE CITY UNIVERSITY OF NEW YORK

Bachelor of Arts in Sociology May 2010

Economics Concentration

PENNSYLVANIA STATE UNIVERSITY

Master's Degree in Human Resource Management, In Progress

Experience

New York Hotel Trades Council, Multiple Locations

Assistant Administrator, 01/13-Present

. Supervise 250+ employees at a private health center,

managing the day-to-day operations and reporting to the Administrator,

COO, and CEO

. Assist the Administrator with staffing, budget, interviews, annual

appraisals, corrective action, patient relations, process improvement,

and strategic.

. Planning for a health center with services including primary care,

family practice, pediatrics, specialties, radiology, dental, and

physical therapy.

. Serve as acting Administrator in Administrator's absence, performing

all job related functions and representing the Administrator in senior

management meetings.

. Designated Super User Coordinator for the organization's Electronic

Medical Record: Cerner. Resolved all common issues and escalated

anything out of my control or expertise to the command center.

. Training physicians, nurses, and clerks from each of the

organization's four health centers and provide on the spot support

during the rollout of Electronic Medical Record system upgrade.

. Led effort to increase Department of Health Human Resource employee

file compliance, increasing compliance by over 10% across the

organization.

. Conduct building rounds regularly to ensure Department of Health

Article 28 regulations are met.

. Created and implemented greeter program, to help expedite and improve

patient care delivery.

. Assisted in creating and writing administrative policies.

. Knowledge of ADP system. Manage the payroll for 250+ employees

. Review resumes and schedule initial interviews.

. Interview candidates to determine if they were the right fit for the

company.

. Scanned confidential documents into electronic filing system and EMR.

. Assisted in monitoring employee files for compliance by utilizing

computer system to generate reports.

. Expedited preparation and compliance of files for health organization

accreditation.

. Assisted the CMO with increasing efficiency and productivity in our

outpatient services department.

. Worked with the IT department to run test scripts for a successful

rollout of the new Electronic Medical Record.

. Created job aides for incoming physicians on FAQ's of the new

Electronic Medical Record.

. Assisted the Human Resources Department in creating an online website

for annual in-service training.

. Assist in HIPAA investigations and employee complaints.

. Compile, analyze, and graph customer satisfaction surveys to identify

ways to improve the customer's experience.

. Generate and monitor schedules for clerical, nursing, and supervisory

staff.

New York Hotel Trades Council, Long Island City, NY

Patient Services Clerk, 06/11- 01/13

. Coded all daily clinic visits/out patient visits using ICD-9, CPT-4

reference books and the 3M Encoder to assign codes

. Sequenced diagnosis/procedures for the outpatient medical records

according to coding guidelines

. Worked with physicians, nursing staff to clarify/correct records

. Entered data for billing purposes

. Reviewed patient medical records for completeness, accuracy and

regulatory compliance

. Protected the security of medical records to ensure confidentiality.

. Computer entry of demographics, history and extent of disease,

diagnostic procedures.

. Handled patient pre admission forms

. Released information to individuals, agencies in compliance with

appropriate regulations

. Front desk support: greeted and directed clients, external staff

needing assistance to appropriate personnel

. Retrieved all medical records from clinic nursing stations for filing

. Answered customer phone calls; routed calls to appropriate clinic

personnel

. Made various calls to multiple physicians' office to schedule

appointments for patients.

AMF Sheridan Lanes, Mineola, NY, AMF Wantagh Lanes,

Wantagh, NY

Assistant General Manager, 12/09 - 06/11

. Relieved manager of administrative details such as reviewing financial

reports to create action plans to grow revenue and control expenses.

. Control full staff scheduling to satisfy the projected workload as

well as successfully screening and interviewing potential candidates

for employment.

. Performed on board training and new hire paper work, annual raises,

and performed monthly employee reviews.

. Conducted weekly meetings on new policies, standards and weekly

metrics and how we rank in the district.

. Improved efficiency and solved problems by building relationships with

customers and getting feedback on their experiences and concerns.

. Improved secret shopper customer service scores by implementing AMF

standards and policies.

. Implement and manage internal auditing process.

. Investigated internal employee complaints.

. Review league and group banking statements and follow up.

. Handle all bowling center licensing and permits.

. Complete daily paperwork in accordance with company guidelines.

. Look over payroll discrepancy reports and follow up with staff

members.

T-Mobile USA, Queens, NY

Retail Sales Lead-Blackberry Ambassador, 01/08 - 12/09

. Built customer confidence by making store experience interactive and

engaging.

. Maximized customer experience by providing excellent customer service.

. Built trustworthy relationships with customers to ensure their

continuing business.

. Referred products to customers to encourage company sales growth.

. Utilized training modules to keep abreast of the rapidly evolving

cellular technology.

. Served as a Sales and Operations Manager deputy to assist in managing

store operations.

. Escalated and resolved customers issues and complaints on sales and

operational matters.

. Communicated and implemented the organization operational guidelines,

standards and policies to the support team.

. Monitored and managed operational budgets directed the store

operational risk, QA and audit process.

. Assisted the manager in recruiting diligent professionals dedicated to

high values of service and performance.

. Distributed and coordinated in developing proper training programs for

the employees of the organization for enhancing their efficiency.

. Handled all queries and client feedback in a professional manner.

. Supported manager in performing management functions such as staffing,

training and expanding business plans.

. Maintained a cordial environment with other staffs and assisted them

by resolving their issues.

. Documented and prepared reports on sales and budgets and presented it

to the store manager.

. Conducted training sessions and workshops to improve the workforce and

productivity of the establishment.

Skills

. Developed interpersonal and communicational skills, having dealt with

a diversity of professionals, clients and staff members.

. Ability to implement and maintain company's policies and procedures.

. Consistently able to deal with heavy workloads within stipulated

deadlines.

. Capable of developing programs to bring in, attract customers and

repeat business.

. Time Management - Ability to effectively manage my own time and the

time of others.

. Proficient in Word, Excel, PowerPoint, Windows and MAC OS

. Accustomed to heavy telephone usage

. Excellent communication skills, interpersonal and phone

Awards

. T-Mobile USA, Northern Blvd & 215 St. highest Voice of the Customer

(V.O.C.) - October 2008 - August 2009, October 2009

. People to People Ambassador for Dwight Eisenhower Foundation

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