Customer Service Manager

Michael Covington **** Sparrow Rock Las Vegas NV *9129

*********.***********@*****.*** 702-***-****

CORE COMPETENCIES

Customer Service

Training

Outlook

Microsoft Word

Quality Assurance

Management

On boarding

Power Point

Taleo Application

Scheduling

Computer Literate

Collections

PROFESSIONAL QUALIFICATIONS

Results driven, motivated, working independently, and driven professional with experience in management, customer service, collections, staffing and recruiting

PROFESSIONAL EXPERIENCE

Kindred at Home, Las Vegas, NV Staffing Manager/Branch Manager 2014 – Present

Manage a staff of 54 personnel as well as daily tasks within the office such as payroll, client billing and scheduling, and other duties as needed.

Recruit, interview, and train staff

Manage caregiver schedules and ensure compliance.

Collection on receivables; brought receivables from net 90 to net 30.

Ensuring that the billing process is accurate and error free.

Increased receivables by 35% in Q1 2015 and Q2 2015.

Keeping the office in compliance with all county, state and federal laws. Ensure that all employees keep up with licensing and state required training; reduced employee turnover consecutively month over month from January to June.

Human Resource functions such as on boarding, compensation calculation, and disciplinary actions including terminations are part of the day-to-day tasks.

Additional administrative tasks such as ordering office supplies and supplies for staff (e.g. personal protective equipment, various medical devices, etc.).

Taking calls after-hours and being on-call.

Cox Communications, Las Vegas, NV Account Services Representative 2010 – 2014

Duties included responding to customer inquiries via telephone solving billing and technical issues, and collections, keeping an 95% customer satisfaction rating

Participated in product development

Helped with process improvement

Heavy problem solving

Cross selling

Heavy inbound calls

Customer Service

Volunteered -Cox Charities, Cox Back to School Events, and other Community events.

Ford Motor Credit, Henderson, NV Account Manager 2002 – 2010

Responsibilities included ensuring customer satisfaction and minimizing business losses regarding delinquent accounts (120+ days) while complying with local, state and federal laws.

Skip tracking duties include utilizing business resources.

Recovered vehicles that were hidden by the owner and were delinquent in payments.

Heavy customer contact.

Good communication skills.

Negotiating skills.

Problem solving

Reporting statics

Budgeting

EDUCATION

University of Phoenix Associate of Science

University of Phoenix Bachelors of Science

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