Customer Service Manager
Resume:
TAMEIKA C. PRIDE
***********@*****.***
OBJECTIVE A challenging position within a professional environment
providing opportunity for growth and career advancement.
Summary of
Qualifications Masters Degree in Business Administration from University
of Phoenix; Graduate of Lane College with a Bachelor's of Science in
Business Administration; Ten years Management experience within a call
center and customer service environment; Five years of project management
experience; Twelve years driving extensive customer service including:
Excellent written and verbal communication skills; Advanced leadership and
people management skills; Strong business acumen; measures Above-average
technical aptitude, including the ability to learn and utilize multiple
systems; Ability to establish effective relationships with employees of
diverse backgrounds and skill levels; Strong organizational, negotiation,
problem-solving, and time management skills; Superior written, oral, and
verbal skills; Above-average skill set with the entire Microsoft Office
Suite, Outlook, and Internet.
EXPERIENCE AMN Healthcare- Nursefinders
5/14-Current Manager
. Plans, directs and oversees the operations of all areas of the center;
including development of center policies, goals, objectives and
procedures to meet the business requirements.
. Identifies and implements new procedures and technologies.
. Oversees service levels, workflows, call flows and statistical
reporting.
. Ensures that current systems and procedures are sufficient to meet the
business needs and are leveraged to optimize efficiency and
effectiveness throughout the business.
. Ensures operational excellence, skills, knowledge and capacities to
meet the business needs.
. Monitors and evaluates performance related to service goals and
objectives, analyzes variances, performs process improvement audits
and develops and drives action plans to achieve optimal results.
. Forecast and planning to ensure necessary staffing levels to support
client and clinician demand.
. Develop and monitor benchmark standards to improve client and
clinician satisfaction and overall service.
. Identifies trends in inbound/outbound volumes and call flows.
Analyzes, identifies root causes, and develops action plans to
maximize client and clinician satisfaction.
Centene Corporation--Nurse Wise/Nurse Response
12/12-4/14 Supervisor
. Oversee all related activities including department
workflow and communicate and reinforce standards for
the operations team of 25 employees.
. Research and respond to business & customer service
inquiries and concerns. Make recommendations for
interventions and develop monitoring plan within
established time frames.
. Identify and analyze performance trends, recommend
and implement process improvements.
. Support integration of new business acquisitions and
new or updated programs and services.
. Collaborate with Workforce Management to ensure
optimal scheduling to meet contractual obligations
and achievement of key performance indicators.
. Evaluate data for incentive program to ensure
accurate budget payout and timely processing.
. Administer performance management, coaching &
training.
. Monitor activities concerned with implementation and
carrying out objectives of the project and ensure
compliance with company and government policies.
Project Management
. Review data, reports and records of activities to
ensure progress is being accomplished toward
specified project objectives and recommend
modifications or changes.
. Prepare reports on projects for senior management
staff.
. Participate in communication to department to explain
projects and individual responsibilities for
functions and phases of the project.
. Act as a liaison for the project between the
appropriate personnel to ensure delivery of projects
or business applications in an effective and timely
manner.
. Participate in identification and proposal of
departmental initiatives, including defining
requirements and implementing projects.
. Track and coordinate projects to ensure that
implementation and prescribed activities are carried
out in accordance with specified objectives.
Account Management
. Assist in the project management of all contract
implementations and in the establishment of strong
account relationships while ensuring a smooth
transition of services for members
. Act as liaison between all contracts and company
operating departments on Account Management issues
. Work with staff to resolve problems or complaints
identified by accounts and manage account issues to
closure.
. Provide support and strategic business insight about
products and services to management, peers and
clients.
4/12-12/12 Team Lead
Enterprise Rent a Car
05/10-4/12 Callbacks Manager
. Managed a team of 20 employees to provide excellent
customer service in our Insurance Replacement
Division
. Maintained service levels in regards to staffing;
quality monitoring and workforce management
. Effectively developed and managed relationships with
key accounts/customers
. Written account proposals, EOM reports & data
analysis to clients
. Managed several key accounts; initiated status and
EOM reports on a monthly basis; gave presentations to
various Account Executives
. Proficient in programs such as IEX Webstation & CMS
. Handled various departmental projects
03/09-05/10 Department Manager-Level 3
. Managed a team of 5 supervisor teams and 2
management trainees to provide excellent customer
service
. Forecast business trends and associated operational
needs
. Handled customer and group employee concerns to
satisfactory resolution
. Worked with Recruiting and HR to ensure staffing
measures were met.
. Assisted HR in attending career fairs to screen
candidates
. Managed a business area and acted as a subject matter
expert for other centers, operating groups and/or
corporate supervisors, HR and managers
. Effectively developed and managed relationships with
key accounts/customers; Drafted sales proposals,
letters, contracts, presentations
05/08-3/09 Department Manager-Level 3
Salt Lake City, UT
05/05-05/08 Team Manager--Level 2
St. Louis, MO
09/04-05/05 Contact Center Management Trainee-Level 1
St. Louis, MO
EDUCATION University of Phoenix
11/08-6/10 Masters of Business Administration (major)
St. Louis, MO
Lane College
08/00-04/04 Bachelor of Science, Business Administration (major)
Jackson, TN
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