Customer Service Manager

PATRICIA BLAYLOCK

*** **** ***** *******, ** ****3 *************@*****.*** 615-***-****

Summary of Qualifications:

•Experience professional with over fifteen years leading diverse Integrated Operations.

•Bachelors of Science and Associate degrees with Certification in Food Service Management.

•Developed and implemented standard operating procedures, team building and daily workflows.

•Excellent business acumen, time management and employee relations skills.

•Successfully created environments/cultures of compliance, quality and service.

Professional Experience:

State of Tennessee Department of Commerce and Insurance - Consumer Insurance Investigator (April 1, 2013 to Present)

MedSolutions - Claims Examiner (October 2011 - Present)

•Responsible for Claims adjudication, Provider and Vendor processing.

•Maintain and exceed quality and productivity guidelines.

•Follow up on any issues identified and responsible for appropriate resolution.

•Perform administrative functions such as answering and making telephone calls, fax/mailbox inquiries. And all other assigned duties.

•Work with Superiors and Teammates to assure that department goals are met and continuous process improvement.

ACS Inc., A Xerox Company – Sprint Call Center - Customer Care Supervisor (March - May 2010)

•Responsible for supporting the workforce management program by forecasting call volume and work demand by analyzing staff and predictive models needed.

•Conducted real time monitoring to manage service levels for Center. Make adjustments to ensure the IR is meeting service levels in all markets.

•Facilitated and allocated call volume to appropriate sites and queues based on real time call arrival and real time staffing levels across all sites.

•Maximized technology and workforce management methodology to build forecasting assumptions and determine staffing needs.

Tennessee State University - Office of the President - Executive Office Assistant (March - October 2009)

•Opened, sorted, and distributed incoming correspondence, faxes and email.

•Scanned, filed and retrieved documents, records, and reports.

•Prepared responses to correspondence containing student inquiries/claims.

• Maintained strict confidentiality.

Safeco Insurance – Manager/Operations (August 2004 – August 2007)

•Managed Claims and Customer Service Adjusters, Examiners and Representatives insurance claims processing and adjudication.

•Administered and implemented training and development, QA, productivity and office procedures to promote a positive and professional work environment.

•Monitored Lead, Trainer and QA Specialist’s supervision of daily productivity and quality.

•Facilitated Employee’s Process Improvement to improve/streamlined workflows.

•Organized and facilitated the Business Recovery Plan, for the St. Louis and Seattle locations, in the event a disaster hindered production or infrastructures.

Citimortgage Consumer Finance - Manager/Call Center (September 2001 – July 2003)

• Directed customer contact centers in St. Louis and India, for mortgage approvals, closings and underwriting guidelines and procedures.

•Developed Team Leads to maintain and ensure employee productivity levels, quality metrics and performance standards were in compliance.

•Created, promoted and maintained a high level of team spirit, skill development and process improvements, aimed at achieving the department’s mission.

•Analyzed the department training and development and QA plans/procedures, to ensure consistent and efficient performance when representatives were assisting customers.

CIGNA Government Services - Claims Service Manager (September 1997 – May 2000)

•Managed multi-tasked claims call center that provided technical and general support to clients and beneficiaries; in a fast paced, high volume, quality and time sensitive environment.

•Facilitated the selection, hiring, training and development of call center staff in accordance with Human Resources and Corporate Education objectives and guidelines.

•Promoted continuous quality improvement and supported new technology to increase efficiencies and achieve strong/accurate results.

•Successfully implemented CMS guidelines and met contract requirements.

Baptist Hospital - Food Service Manager (January 1977 – April 1984 and May 1993 – September 1997)

• Managed and directed overall food service operations; patient tray services, cafeteria/retail, sanitation and dining services for administrators, staff and general public.

• Monitored and maintained OSHA guidelines, conducted/reported food, safety and health inspection results and worked closely with JACO examiners.

• Interviewed, hired and trained/oriented new hires in hospital and departmental procedures and policies.

• Encouraged and supported a team like work environment, which increased employee efficiency and productivity.

• Budgeted expense accounts and all financial transactions and bank reconciliation.

CNA Insurance - Services Operation Manager (November 1984 – April 1993)

•Managed multiple operations in the divisions and start-up operations of LHP in Nashville, TN from Chicago, IL; with the transition team and human resources coordinators.

•Collaborated with the HR Specialist to recruit, hire, completed disciplinary/terminations actions.

•Tracked employee’s skill levels to have adequate manpower to meet and maintain QA standards, realigned workflows and to optimize productivity.

•Complied with the Insurance Commission guidelines; resulting in successfully meeting year-end operational and budgetary goals.

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