Customer Service Manager

Casandra L. Horner, MAOM

**** ******** ******, **** ***

Rancho Cucamonga, CA 91730

**********@*****.*** - (612) 619-5572Private

Authorized to work in the US for any employer

Work Experience

Patient Care Coordinator/Office Manager

Western Dental - Claremont, CA

May 2015 to Present

Responsibilities

Greet patients, consult with patients on dental packages and treatment covered by insurance. Follow up with patients to manage contractual deadlines and daily encounters to promote office growth and profitability. Outbound calls to patients to schedule missed appointments, NOAs, Pedo and OS. Supervise check in process by verifying DHMO, PPO, PrePaid and DentiCal insurances, appointment scheduling in EAB, updating health history, patient information, process payments and managing eCharts. Excellent organizational, written and communication skills. Liaison between medical staff and patients. Front office team building and development.

Skills Used

Strong communication, consultative and customer service skills. Managerial and supervisory skills. Front Office Experience: Type 55 wpm, eChart, EAB Scheduling System, WDOS, Excel, IBM notes, copy, fax and scan documents. Avaya and VoIP knowledge.

New Patient Supervisor

Western Dental - Orange, CA

May 2014 to May 2015

Responsibilities

Supervise up to 15 New Patient Representatives and Inbound Call Center of 140 representatives. Manage Scheduling through IEX application, Kronos for time card reporting, work performance of the NPRs, and appointment escalations. Facilitate coaching and development of the NPRs, disciplinary write ups and team weekly recognition for high work performance. Partner with recruiting with interviewing prospective NPRs applicants and additional training on SOPs.

Accomplishments

90% Overall Attainment MTD for three consecutive months.

Skills Used

Excel reporting, Kronos, IEX Scheduling, IBM Notes, Call Monitoring, Adherence and Attendance Reporting, CMS AUX Reports, Dashboard Data Entry, and presentation of Supervisory Incentive Proposal. Supervisory and Daily Operations.

Manager of Operations

AnswerNet / Cerida - Saint Paul, MN

August 2011 to October 2013

Managed daily operations for the Saint Paul Office.

• Managed 15 - 20 staff members, scheduling, hiring, time reporting and payroll. Responsible for ensuring branch profitability, productivity, efficient operations, and successful execution of project implementation, quality control, corporate goals and employee development. Strong knowledge of company policies and processes, and call center solutions. Account activation/termination, in person and inbound phone contact with clients and moderate knowledge of phone room equipment.

Departmental Director

University of Minnesota - Twin Cities Campuses - Minneapolis-Saint Paul, MN

June 2006 to October 2009

Direct daily operations of the Information Services Unit for the Twin Cities campuses. Managed a diverse team of 20+ office staff members within a call center, department $50k budget, time reporting, payroll and scheduling approvals. Conducted monthly staff meetings and staff development planning. Project Management: Overseen external commercial listings and relations with Dex and Yellow Book USA Directories. Collaborated with University Relations and Information Technology Services for UMIS System integration.

• Departmental Resource 25 Coordinator / University of Minnesota, Registrar's Office of Classroom Management - Mpls, MN Coordinated training and implementation of Resource 25 System for classroom scheduling. Project Management: coordinated administrative training, implementation and ongoing operation of Resource 25 System as it expanded on the Twin Cities campuses for classroom and space scheduling. Acted as quality control and coordinator regarding support and performance of Resource 25 Systems. Subject matter expert to academic departments.

Directory Services Supervisor

UCLA / Communications Technology Services (CTS) - Los Angeles, CA

May 2004 to June 2006

Supervised the daily operations of the Directory Services Unit

• Supervised operations and workload of the Directory Services Assistant, development and maintenance of the databases for directory information campus-wide. Liaison with campus departments regarding directory database listings, development and monitoring of commercial directory listings. Project Management: Direct ongoing development and maintenance of the databases including: campus directory assistance, on-line access, ASUCLA, and commercial listings for UCLA. Coordinated publication of the UCLA Telephone Directory. Co-facilitated STAR Values Program for CTS staff.

Senior Small Business Service Representative

Pacific Bell / SBC Communications, Inc - Torrance, CA

April 1991 to May 2004

Inbound Call Center for Small Business Customers - Sales and Service

• High volume of inbound calls for business service orders, billing and repair. Consultative sales and marketing of Business Solution Packages. Excellent customer service and accurate data entry.

• Directory Services Operator - Reseda, CA. High volume of inbound calls for 411 information throughout the state of California. Excellent customer service and accurate data entry.

Education

Master of Arts in Organizational Management

University of Phoenix - Gardena, CA

2000

Bachelor of Arts in Communications

California State University - Northridge, CA

1997

High School Diploma

Carson High School - Carson, CA

1989

Skills

Project Management, Sugar, Kronos, UVIS, Centergy, UMCal Scheduling, CRM Scheduling, Tiny URL Programming, Presentation, Training and Interpersonal Skills. MS Office, Excel, Power Point and Outlook.

Additional Information

Twenty six years of customer service experience in areas of telecommunications, academics and call centers. Managed and direct daily operations of three call centers up to 20+ staff reports.

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