Customer Service Manager

Lillie Fortenberry

**** ****** **** ****

Mesquite, Texas 75181

*****************@*****.***

214-***-**** (cell)

Summary Statement

My desire is to obtain a professional position where I can utilize my work experience, education and creative passion to accomplish company goals in the DFW area.

Professional Experience

Sitel Work at Home – November, 2014 – Present

Answer inbound calls for hotel reservations

Use data based system to reserve m for guest and provide great customer service skills as well as knowledge and information regarding the property

Answered inbound calls for internet/phone and cable service on previous contract; Work customer through connection problems with internet/cable or phone

Catastrophe Management Solutions, October, 2012- November, 2013

Processed auto and homeowner claims for Allstate Insurance.

Reviewed claims for completion and wrote closure summary for adjusters & outside auditors

Documented incomplete claims and referred claim to appropriate party for closure..

Nautilus Hyosung, America, Irving, Texas March, 2011- October, 2012

Database Administrator (contract)

Case Manager for Morphis Database System which was utilized as a case management system to capture the service cases automatically sent from banks for ATM repair service.

Conducted Morphis Database inhouse training for new employees.

Document work instructions and training material for Morphis Database for the dispatchers, production and financial team to utilized and prepare reports.

Utilized SQL and queries of database for managerial reporting and informational purposes.

Fujitsu America, Richardson, Texas, October, 2007-, March 2012

Case Manager (contact assignment)

Excellent customer service to dispatch Fujitusu technicians in response to customer requests for field engineers to repair equipment using a SQL database to open new cases, dispatch a tech, document and order parts.

Utilized a case management system to respond via telephone to customer requests for service.

United Behavioral Healthcare, Dallas, Texas, October, 2006-August, 2007

Quality Improvement Specialist

Organized meetings with managerial staff and generated utilization quarterly reports for use in analyzing performance, recognizing barriers and setting new goals for performance improvement.

QA analysis provided for call center statistics for determination of barriers and opportunities for improvement. .

Generated monthly reports to management on the call center for analysis, i.e. Service level -- % of calls answered in X seconds. Adherence -- make sure agents are working when they're supposed to be working and Quality – monitored 5 -10 calls per month per agent and score rank on an indicator grid.

Audited monthly denial and appeals log to ensure the process is efficient and compliant with state mandated laws.

Ochsner Clinic Foundation, New Orleans, Louisiana, March, 2001-August, 2005

Business Specialist.

Developed instructional material for staff training in powerpoint presentations using adult learning techniques to educate employees on HIPAA, JACHO, NCQA and other American Association of Healthcare Administrative Management standards and state regulations in the healthcare industry. Utilized the following multimedia authoring tools, RoboHelp, Captivate, Camtasia, Flash, Dreamweaver, Photoshop, Framemaker, Flash, Snagit, and Visio.

Documented policies and procedures for HIPAA compliance, state mandated regulations and JACHO standards.

Scheduled meetings with department representatives, managers and directors to learn their job duties and document training modules to ensure a process was efficient, effective and consistent in all departments.

Education

Loyola University, New Orleans, Louisiana - Bachelor’s of Science in Public Administration, 1978-1983

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