Customer Service Management

Elizabeth Maloney

**** ****** ****** ***** ****, CA 94587

****.*********@*****.*** 510-***-****

Management Profile

Results-oriented leader with 14+ years experience driving operational success through high impact development initiatives. Combine management techniques, strategic process improvements and calculated foresight to revolutionize operations slashing costs and spearheading business goals. Leverage unmatched interpersonal skills, exceptional planning and sophisticated guidance to cultivate successful teams and achieve all organizational objectives.

Highlights of Expertise

Operational Management

Cost Reduction and Avoidance

Scheduling

Customer Service/Quality Assurance

Maximizing Performance

Process Redesign/Change Management

Performance Assessments

Staff Development and Leadership

Career Summary

Second Chance, Inc., Newark, California

Coordinator (June 2000 to December 2014)

Spearheaded operational success strategically managing 10+ employees and performing comprehensive annual reviews.

Maximized efficiency streamlining complex work processes, reducing the workforce while meeting deadlines in half the time.

Expedited productivity through effective employee and client scheduling.

Delivered effective account management, drastically reducing past due amounts.

Slashed costs fast tracking monthly data entry of client intakes, support group meetings, individual records, and 3rd party billing.

Ensured accuracy and fast completion by modifying procedures for registering, maintaining attendance/terminations, and creating progress reports (for Driving Under The Influence, Domestic Non-Violence, Anger Management, and other Drug Court Programs) providing correspondence with courts, CPS, probation and DMV.

Significantly reduced internal errors thereby playing an instrumental role in the many audits performed by Internal, County and State of California ADP

Prioritized concurrent projects ensuring cross training was accurate, efficient and up to date.

Professional Development

Health Insurance Portability and Accountability Act (HIPAA) Compliant

Proficiency in Tables, Queries, Forms, and Reports using Microsoft Excel, Word, and Access

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