Customer Service Manager

CAROL YOUNG-WALKER

Email: ****************@*****.*** Home: 678-***-**** Other: http://www.linkedin.com/in/carolyoungwalker/

CAREER SUMMARY

Accomplished leader with 15+ years of experience in helping organizations exceed performance,

customer satisfaction, and financial goals.

EXPERIENCE HIGHLIGHTS

OPERATIONS MANAGEMENT

• Provided day-to-day leadership to maximize employee engagement for 500 employees

• Developed nine cross-functional service teams that influenced a positive shift in organizational

culture and climate

• Collaborated with Human Resources regarding recruitment, union contract, corrective action,

salaries, benefits, and other personnel issues

• Met weekly with leadership teams to assess patient satisfaction outcomes and developed

performance improvement strategies resulting in 65% increase in one year

• Generated and interpreted complex reports, analyzed data, and developed actionable plans

for practice growth

• Developed website for health and wellness; coordinated activities related to changes in clinical

operations across functional groups; and worked on project management activities

• Provided verbal guidance on technical issues, and prepared reports for senior leadership

• Identified, developed, and executed new ideas, solutions, and approaches resulting in positive

outcomes

• Effectively managed conflict resolution, critical thinking, expense allocation, customer

relations, and lean practices

FINANCIAL GROWTH AND PROFITABILITY

• Successful in developing, monitoring, and meeting $10M annual budget

• Achieved $350K cost savings in consolidation project

• Designed and monitored fundraising initiatives

RECRUITMENT/SELECTION, STAFF DEVELOPMENT, AND PERFORMANCE IMPROVEMENT

• Administered training to nursing executive directors, managers, and physicians

• Facilitated staff (physician, nursing, and support staff) development activities including

orientation, in-service, continuing education, and performance improvement

• Participated in the selection/retention of staff, evaluated staff performance, resolved conflicts,

and took disciplinary actions when appropriate

PHYSICIAN RELATIONS

• Collaborated with physicians to improve patient care concerns

• Worked jointly with medical teams to ensure the accuracy of medication distribution

• Worked with medical staff to improve patient perceptions and promote positive customer

relations

EMPLOYMENT

CAROL YOUNG-WALKER

Email: ****************@*****.*** Home: 678-***-**** Other: http://www.linkedin.com/in/carolyoungwalker/

W.O.W. Incorporated - Atlanta, GA 11/06-Present

OPERATIONS MANAGER - Administration Department

St. Joseph Mercy Health Center - Hot Springs, AR 03/05 - 10/06

DIRECTOR, PATIENT RELATIONS - Customer Service Department

Rhema Praise Nonprofit Organization - Hot Springs, AR

DIRECTOR – Administration Department 09/03 - 02/05

University of Chicago Hospitals - Chicago, IL

OPERATIONS MANAGER - Pharmaceutical Services Department 10/01 - 07/03

University of Chicago Hospitals - Chicago, IL

HOSPITAL ADMINISTRATOR - Patient Services Department 11/98 - 09/01

EDUCATION

University of Phoenix, Phoenix, AZ 09/08 - 10/10

MASTERS OF BUSINESS ADMINISTRATION

Robert Morris University, Chicago, IL 09/94 - 6/98

BACHELORS OF HEALTHCARE ADMINISTRATION

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