Customer Service Manager

Kathleen Owen

**** ***** ****, ******, ** *****

Cell: 479-***-****

kitty kat **@*******.***

SUMMARY

Accomplished Manager with extensive experience in front of house and back of house operations. Proven ability

to cut costs and decrease staff turnover. Computer savvy and entrepreneurial with an ability to develop strong

customer relationships.

RELEVANT EXPERIENCE

Customer Service

Handled customers effectively by identifying needs, quickly gaining trust, approaching complex

situations and resolving problems to maximize efficiency.

Maximized operational efficiency by coaching staff on various customer service initiatives.

Employee Management

Liaised with HR department to establish employee benefits, training, payroll and termination procedures.

Reduced staff turnover by 50% while increasing moral and productivity.

Supervised, recruited, trained and scheduled front and back of house staff.

Supply Management

Secured a linen supply contract, reducing cost by 40% over the course of the following year.

Secured a coffee supplier contract with an annual savings of 18%.

Research

Investigated any necessary information for proper billing for insurance companies, patients and DMEs

such as proper billing codes.

Investigated and analyzed client complaints to identify and resolve issues.

Researched and resolved billing problems that had been previously missed.

WORK HISTORY

DINING ROOM MANAGER, 06/2008 to 02/2014

PINNACLE COUNTRY CLUB Rogers, AR

Conducted daily pre shift and weekly departmental meetings to ensure organizational efficiency.

Scheduled and directed staff in daily work assignments to maximize productivity.

Monitored service and pulse of the floor insuring smooth flow from dining room to kitchen.

Minimized loss and misuse of equipment through proper restaurant supervision and staff training.

Exhibited thorough knowledge of foods, beverages, supervisory duties, service techniques, and guest

interactions.

Assigned tasks and oversaw the direction of employees to ensure compliance with food safety procedures

and quality control guidelines.

Ensured proper cleanliness was maintained in all areas of the bar and front of house.

Optimized profits by controlling food, beverage and labor costs on a daily basis.Consistently maintained

high levels of cleanliness, organization, storage, and sanitation of food and beverage products to ensure

quality.

Assured membership's a top quality country club experience by name recognition, seamless service and

fulfilling special request and needs.

Assisted developing annual departmental budget.

Performed checkouts of servers and bartenders to ensure that all tickets were accounted for.

Performed restaurant walk throughs to gauge timeliness and excellent service quality. Initiated

negotiations regarding vendor contracts and kept updated records of contracts.

Developed and maintained a staff that provided hospitable, professional service while adhering to policies

and business initiatives.

Counseled and disciplined staff when necessary.

Pro Tem Club House Manager.

HUMAN RELATIONS REGIONAL SPECIALIST, 08/2007 to 12/2007

JB HUNT TRUCKING COMPANY Lowell, AR

Reviewed for accuracy and processed all assigned Regional personnel new hire and termination paper

work.

Reviewed credit, criminal back ground check and employment verification for applicants.

Liaison with Unemployment department.

Processed personnel reviews and pay increases.

Ensured accuracy of position/department change request, rout for proper authorization and complete

authorized changes.

Coordinated benefit information for employees.

Responsible for routing other departmental employee inquires appropriately.

Assisted other departments with data entry.

CUSTOMER SERVICE SPECIALIST I, 01/2006 to 07/2007

REGENCE BCBS OF OREGON Medford, OR

Ensured members, providers and pertinent parties received correct benefit, claims and eligibility

information, education.

Directed changes in member information for systems updating to appropriate department.

Researched claim denial issues and formulate resolution.

Directed claims for reprocessing with corrected information to appropriated department.

Researched by navigating between various systems to evaluate and gather supporting documentation to

facilitate medical review of denied claims.

Ensured timely preparation of required information for delivery to members or potential members.

Assisted members in locating area agencies that could service their needs that fall out side the realm of

Regence BCBS of Oregon.

Assisted and trained new customer service specialist in navigating multiple computer systems.

PROPRIOTOR, 09/2001 to 07/2007

KAT'S CARE GIVING SERVICES Medford, OR

Assisted clients with tasks of daily living.

Observed medication administration.

Provided Physical Therapy assistance.

Monitored clients per physicians' orders.

Provided clients with proper billing to submit for insurance reimbursements.

COMMUNITY RELATIONS DIRECTOR, 10/1998 to 03/2001

FOUNTAIN PLAZA RETIREMENT COMMUNITY Medford, OR

Maintained a facility occupancy level of 98%.

Toured potential residents and family members; rented apartments, completed rental agreements and

processed annual financial statements on new and existing residents.

Developed and executed marketing, community networking and sales programs utilizing television, radio

and print.

Created and implemented advertising campaigns, created innovative brochures and literature.

Maintained facility marketing and department budgets; and census records.

Tracked expenditures and processed purchase orders; developed and maintained reports as required and

adhered to company and state reporting guidelines.

Manager on duty in absents of General Manager.

Liaison between Fountain Plaza, residents and external agencies.

Delegated workload and supervise Community Relations Assistant.

DINING ROOM MANAGER, 07/1997 to 10/1998

FOUNTAIN PLAZA RETIREMENT COMMUNITY Medford, OR

Assured optimal dining experience for residents with proper staff training and keeping dining room clean,

organized and maintained equipment in proper working order.

Maintained pars levels for all dining room supplies and equipment for dining room service.

Recruited, trained and supervised dining room staff.

Responded to residents' request and special needs with a sense of urgency.

Created staffing model and adhered to budget restraints; tracked expenditures and processed purchases

orders.

Negotiated new linen contract and received a financial award from management company, Omega

Management.

ASSISTANT FOOD & BEVERAGE MANAGER, 08/1992 to 05/1996

ASHLEY'S at the CAPITAL HOTEL Little Rock, AR

Responsible for operations of room service and Four Diamond dining room; facilitated guest and

community relations.

Trained and supervised fine dining and room service staff. Scheduled wait staff.

Maintained equipment and supply pars.

Coordinated special events in conjunction with the Executive Chef and the Food Beverage Manager.

Acted as Week end MOD.

Restaurant Manager, 12/1988 to 12/1989

MR GATTIES Little Rock, AR

Oversaw complete operations of location.

Implemented advertising programs.

Recruited, hired trained, scheduled and supervised all staff.

Prepared food, maintained par levels for all supplies.

Responsible for weekly inventory and completion of P&L reports along with monthly budget reports,

calculated payroll and audited financial accounts.

PROFESSIONAL DEVELOPMENT

BOLI WAGE & HOUR LAWS

BOLI EFFECTIVE SUPERVISORY PRACTICES

CONFLICT RESOLUTION

DEALING WITH DIFFICULT PEOPLE

COMMUNICATION & LEADERSHIP

QUICKBOOKS PRODUCT/SERVICE

ETHICS & COMPLIANCE HIPPA REGULATIONS

DATA AWARENESS

CERTIFIED HOME CARE GIVER CPR/FIRST AID

WORK HISTORY

06/2008 to 02/2014

PINNACLE COUNTRY CLUB

Floor Supervisor, Rogers, AR

12/2007 to 06/2008

APRIA HEALTHCARE, Customer Service Specialist

Lowell, AR

08/2007 to 12/2007

JB HUNT TRUCKING COMPANY, Human Resources Regional Specialist,

Lowell, AR

09/2006 to 07/2007

REGENCE BCBS OF OREGON, Customer Service Specialist I

Medford, OR

09/2001 to 07/2007

KAT'S CAREGIVING SERVICES, Proprietor/Private Duty Caregiver

Medford, OR

12/2003 to 09/2006

LINCARE, Customer Service Specialist

Medford, OR

09/2003 to 12/2003

MOUNTAIN WEST RETIREMENT CORP

Assistant Administrator for Arbor Place Senior Community

Medford, OR

05/2001 to 10/2001

CAREGIVER SERVICES, Assistant Director

Medford, OR

11/1998 to 04/2001

FOUNTAIN PLAZA RETIREMENT COMMUNITY, Community Relations Director

Medford, OR

07/1997 to 11/1998

FOUNTAIN PLAZA RETIREMENT COMMUNITY, Dinning Room Manager

Medford, OR

08/1996 to 03/1997

WINDMILLS INN OF AMERICA, Server Trainer & Special Events Coordinator

Ashland, OR

08/1992 to 05/1996

CAPITAL HOTEL

Assistant Food & Beverage Manager for Ashlelys

Little Rock, AR

01/1990 to 07/1992

12TH STREET NEWS STAND, Accountant

Little Rock, AR

12/1988 to 12/1989

MR. GATTI'S PIZZA, Manager

Little Rock, AR

03/1983 to 11/1988

FAIRFIELD COMMUNITIES

Dining Room & Banquet Server/Bartender & Trainer

Fairfield Bay, AR

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