Customer Service Manager

DOUGLAS NAHAS

310-***-**** (home); (***)

***-**** (cell)

******@*****.***

SUMMARY OF QUALIFICATIONS

. Management background in business operations, banking, medical and

health industries.

. Employee training, personnel management and reviews.

. Proven ability to adapt to and learn a variety of complex, detailed

tasks.

. Highly self-motivated, creative, energetic and dedicated employee.

. Proven ability to maintain excellent relationships with clients/co-

workers.

RELEVANT SKILLS AND EXPERIENCE

MANAGEMENT SKILLS

. Recruited, hired, and trained personnel.

. Improved productivity and morale.

. Wrote and implemented operational procedures improving customer

relations, and increased business; successfully passing Federal, State

and internal audits.

. Supervised and assigned work procedures, performed employee reviews

and merit increases.

. Developed client base, hired transcriptionists and staffed 12 people,

billed clients, handled all accounts payable and receivable, ensured

timely payments to all employees and independent contractors for

medical and verbatim transcription business.

. Ensured privacy of patient health records.

CUSTOMER SERVICE

. Managed customer/patient service representatives' responses to

customer/patient inquiries.

. Direct interaction with clients, customers, patients, physicians,

hospitals and health care facilities.

. Developed training materials for employees.

ORGANIZATION SKILLS

. Supervised, formulated, coordinated, and presented operational

procedures to staff for the banking industry and medical health care

industry.

. Prepared and controlled multi-million dollar budgets for several

departments.

. Responsible for overview of daily procedures in balancing accounts

payable and receivable.

. Accomplished smooth workflow of daily work for a large staff,

complying with client, customer and patient expected level of service.

. Ensured client, customer, patient and physician turnaround time frames

were met.

ADMINISTRATIVE SKILLS

. Set departmental expectations in meeting workflow, client, customer

and patient needs, and sales goals.

. Monitored and performed employee reviews and merit increases for a

staff of 100+.

. Provided daily employee feedback and work performance expectations.

. Hired individuals to meet growing business goals, and termination of

employees if necessary.

. Start-up of large departments and businesses, hiring, forming

operational procedures, training staff, meeting all business needs.

. Organized major special events.

. Proficient in MS Word, Word Perfect; Excel, Peach Tree, QuickBooks and

Quicken accounting programs.

. Word processing and text editing, and audio transcription of verbatim

subjects and medical records.

EDUCATION Emerson College, Boston, Massachusetts

EMPLOYMENT HISTORY

2006 to Present Medical Imaging Center of Southern California, Santa

Monica, CA

Manager, Transcription and Medical Records Departments

1989 to 2010 Par Excellence Transcription Services, Santa Monica,

CA

Owner and Chief Operations Officer

1979 to 1989 Wells Fargo Bank, El Monte, CA

Operations Officer; Assistant Vice President of

General Ledger, Floating Branch Officer, Manager

Foreign Currency Department

Contact this candidate