Customer Service Manager

rosa m brumfield

**** ******** ***** *******, **. 77082

281-***-**** • ***************@*****.***

OBJECTIVE

To Secure Employment as Call Center Operations Manager position utilizing my

management experience and strong organizational skills. Specifically Interested in

Management Customer Service/Sales Training programs within a call center .

SUMMARY

Twenty years of experience in a call center sales customer service

environment/medical field. Won the Best Contac Center Award in the American

Region Issued by the Contact Center World Organization.

Maintain a positive and professional attitude dealing with customers .

• Professional and courteous approach to customer service.

• Outstanding ability to initiate action, make decision and solve problems.

• Highly motivate to accept responsibility and work without supervision.

• Open to learning, adapt well to challenging and continually changing situations

• Proven ability to anticipate client needs and ensure customer satisfaction should

problems arise.

• Poised, confident and productive under pressure.

• Patient Retention/ Insurance Verification and patient schedules for 13 locations.

PROFESSIONAL RELATED EXPERIENCE

• Proficient in MS Office, Total View,Cacti,AS-400,

Salesforce11,Kronos,FEPS,GMSS Call Wise, Centricity Patient Access

Solutions 11.5, All Works, Windstream phone system 7.4,Sip-Print. My-

iemployee, Wind stream, Vital Interaction, Billing and collections, insurance

verifications, appointment scheduling, patient access portal, vital interaction.

• Work as a liaison with the credentialing and financial department by providing

weekly reporting of Patient retention/claim rejections .

• In charge of scheduling and insurance verification, medical records, billing

and collections staff for 13 clinics. Training and creating monthly production

reports, monitoring calls, patient retention program/AR.

• Confer with customers by telephone or in person in order to provide

information about products and services, sale/to take orders or retain

accounts, or to obtain details of complaints.

• Keep records of customer interactions and transactions, recording details of

inquiries, complaints, and comments, as well as actions taken.

• Resolve customer service complaints by performing activities such as

reviewing calls and refund accounts.

• Check to ensure that appropriate changes were made to resolve customer’s

problems.

Rosa Brumfield• Page 2 • ***************@*****.***

• Refer unresolved customer grievances to designated department for further

investigations.

PROFESSIONAL WORK HISTORY

Diabetes America

Houston Texas

Call Center Operation Manager July1,2013 to June30, 2014

Responsible for Schedule appointments, insurance verifications for health benefits to the cpt

codes, responsible for the billing and collections department escalation calls and A/R calls

made by the patients or insurance companies, process medical records for 13 clinics.

Developed KPI’s metrics for the call center department, created call back team to improved

20%revenue of the clinics team. Hired, trained, cross trained, developed, motivated, conducted

monthly and yearly performance reviews, monitored and critiqued calls, processed payrolls,

recommended and implemented action plans to maintain and improve service levels and

metrics, process corrective actions, provide weekly monthly reports of progress to the CEO,

assisted with I.T. issues, and collaborated with support peers/departments.

ACS/a Xerox Company (livebridge)

Houston, Texas

Call Center Manager 1996 to 2012

Supervised an organized team of cross-functional team members to meet or exceed service

requirements, member of active leadership team, hired, trained, cross trained, developed,

motivated, conducted monthly and yearly performance reviews, monitored and critiqued calls,

processed payrolls, recommended and implemented action plans to maintain and improve

service levels and metrics, assisted with I.T. issues, collaborated with support

peers/departments in other states and countries, recommended and mentored future leaders,

managed customer retention teams, cultivated strategic partnerships with clients, assisted with

new hire training, conducted effective meetings, interfaced with customers by phone, or e-mail

as needed. Developed and facilitated on the floor training.

EDUCATION

San Jacinto Junior College Pasadena, Texas

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