Customer Service Manager
Resume:
Kathleen Taddei, MA/MBA, LPC
*** ****** ****, ******* ** 19067
Home: 215-***-**** - Cell: 215-***-**** - acqn11@r.postjobfree.com
Summary
Qualified Call Center Manager holding over 19 years experience, with a proven track record of excellence in
performance management, problem solving and developing and implementing innovative solutions for managing call
center and customer service employees and operations.
Highlights
Call center management experience Strong problem solving ability
Dedicated to process improvement Telecommunications knowledge
Conflict resolution proficiency Training manual contributor
Adept in automated attendant systems Proficient with Microsoft Office Suite
Experience
Crisis System Manager
July 2012 to May 2014
Magellan Health Services of Arizona - Phoenix, AZ
Successfully managed all areas of the largest Behavioral Health Delivery System in the Country.
Formulated and enforced Service Center policies, procedures and quality assurance measures.
Worked directly with key customers, both internal and external, both telephonically and in person to improve
services for customers.
Given responsibility for the day to day management and oversight of the Maricopa County Crisis System which
included management of over 30 provider/contractors and over 300,000 consumers.
Coordinated with and provided training inter-departmental work groups, CEO, CFO, Clinical Directors and
Provider executive staff to address issues related to crisis system needs.
Identified, implemented and monitored activities to enhance the quality and efficiency of the crisis service delivery
system, while serving as Subject Matter Expert.
Contributed to RFP proposal process and development of electronic and print materials, including training,
policies and procedures, and informational literature for providers and internal staff as well as customers.
Assumed responsibility for ensuring the receipt of incoming data and dissemination of outgoing deliverables.
Supervised Crisis Coordination staff to ensure accuracy of data and excellent performance.
Laid off when Employer lost State Contract.
Senior Care Manager in Healthcare Call Center
February 2007 to June 2012
Magellan Health Services - Richardson, TX
Worked remotely for call center conducting telephonic review and authorization of health care services based on
medical need of member.
Managed all levels of behavioral health benefits, including Outpatient, IOP, PHP, and all levels of inpatient care
for Mental Health and Substance Abuse in conjunction with Medical Director.
Managed behavioral health benefits for multiple commercial and public sector insurance plans and EAP
customers.
Represented Care Management Staff in monthly Executive Committee meetings to improve process flow and
continuous quality improvement.
Chosen as the only non-Manager level employee to participate in national Leadership Foundations program out of
5000 nationwide employees.
Call Center Manager
April 2006 to December 2007
Value Options - Ewing, NJ
Supervised 25+ Master's Level Care Managers in a Telephonic Call center which provided benefit information
and authorization of services for all children in the State of New Jersey.
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Managed call center operations and provided training and supervision to call center staff members to ensure
effective operations and performance.
Ran reports and supplied data to fulfill customer report requirements.
Developed policy and procedures and training manuals for operations and staff.
Provided cross training and supervision of inter-departmental staff.
Senior Care Manager
January 2003 to April 2006
Magellan Health Services - Newtown, PA
Worked in call center environment to provide telephonic review of health care benefits, authorization of services
and treatment planning.
Collaborated with all levels of staff, from entry level to Executive to ensure customer satisfaction, positive
outcomes and continuous quality improvement.
Gathered, analyzed and reported on utilization data to Executive staff and County Contractors.
Met weekly with local County Government officials and Network Providers to review data, patient treatment plans
and develop new program initiatives.
Developed, built and maintained positive relationships with both contractors and providers, ensuring excellent
customer service and outcomes.
Responsible for resolving escalated customer complaints and follow up to ensure satisfaction.
Care Manager/ Crisis Supervisor
December 1997 to November 2002
Universal Health Services - Horsham, PA
Hired as one of 4 employees at the start up of this health care call center.
Developed policies and procedures, as well as documents and training materials.
Conducted telephonic review of behavioral health care needs while providing benefit and authorization of services.
Worked with key customers and providers both telephonically and in person.
Supervised 15 on call crisis service call managers outside of business hours operation.
Provided training to current and ongoing staff.
Selected as IT lead for operations of Call Center.
Laid off when Employer lost contract.
Education
MBA in Healthcare Administration, 2006
University of Phoenix - Langhorne, PA, USA
Graduated with 3.5 GPA. Worked FT while attending.
Master of Arts : Clinical/Counseling Psychology, 1999
La Salle University - Philadelphia, PA, USA
Graduated with 4.0 GPA.
Worked FT during program and worked PT at University's Psychological Assessment lab.
Bachelor of Science : Liberal Arts, 1994
The Pennsylvania State University - University Park, PA, USA
Graduated with Major in Psychology and Minor in Exercise Science.
Licensed Professional Counselor for State of Pennsylvania since 2003.
Nationally Certified Counselor since 2003.
Contact this candidate