Customer Service Manager
Resume:
James Clinton Whitehead Jr.
Columbia, SC 29209
i ames. whitehead41 (gjyahoo.com
SUMMARY OF QUALIFICATIONS
• Experienced office manager who has a broad knowledge of dental procedures and practices
• Fully qualified and capable to manage a large group of people, supply and payroll budget
• Superb customer service skills that greatly enhance the office environment
• Possesses broad knowledge of office automation equipment, products, and procedures
• Experienced hiring official with extensive knowledge of interviewing techniques
• Highly experienced instructor capable of providing internal training to all staff
EXPERIENCE
Supervisory Medical Support Assistant, WJB Dorn VA Medical Center January 2013 - Present
• Supervise 20-30 patient scheduling professionals for the VA health care system
• Provide statistical reports and advice on how to maximize appointment time
• Train/mentor staff on how to lead a diverse group of professionals
• Coordinate outside functions as the LGBT coordinator for Dorn VA
Business Office Assistant, Heartland Dental April 2012 - July 2012
Blythewood, SC
• Responsible for scheduling appointments and recare appointments, maintaining patient dental records,
Greeting patients and conducting new patient tours, verified patient insurance and presented treatment
plans to patients after examination, maintained a short call list for unexpected vacancies, and other
duties as assigned.
Practice/Office Manager, United States Army October 1999 - December 2011
Joint Base Lewis-McChord, WA; Al-Asad, Iraq; Columbia, SC; Yongsan, Korea; Watertown, NY; Kitzengen,
Germany; Honolulu, Hawaii
• Managed a large and diversified staff of federal employees ensuring they were provided with every
opportunity to succeed. Provided feedback through continued counseling and performance appraisals
Maintained the staffing schedule and was responsible for coordinating requested leave and training so as
to not have a negative impact on customer care
• Consistently monitored efficiency and took proactive steps to increase access to care and customer
satisfaction
• Maintained oversight of patient scheduling and record management ensuring that attention to detail was
adhered to and proper records management training was conducted
• Selected qualified personnel for employment and terminated substandard employees due to repeated
infractions or gross misconduct
• Conducted new employee reception and integration training and provided refresher training on proper
telephone etiquette and customer interaction• Managed a supply budget exceeding $500,000 at multiple duty locations and was responsible for
overseeing all product purchases and equipment maintenance contracts
• Coordinated all payroll actions for all clinics ensuring that the staff was paid on time and that the
organizations was receiving the services it was paying for
• Managed the Equal Opportunity Program and trained all staff on Prevention of Sexual Harassment,
Equal Employment Opportunity/Equal Opportunity, and Sexual Assault Prevention regulations
• Led a staff of military dental personnel in completing required training and preparation for deployment
to SE Asia in support of Operation New Dawn and co-commanded a dental clinic in the forward
operation base (FOB) Al-Asad
EDUCATION
50 semester units toward a AA in Social Science, Troy University Birmingham, AL 06/2012
Equal Employment Opportunity for Supervisors, Distance Learning 08/2011
Dental Management Development Course, US Army, GA 05/2009
Human Resource for Supervisors, US Army, NY 05/2006
Supervisor Development/Labor Relations Course, US Army, NY 02/2006
Equal Employment Opportunity Counselors Course, San Antonia, TX 10/1999
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