Customer Service Manager

Michele Hales

**** ***** ****** **. 909-***-****

Modesto CA 95355 *******@*****.***

SUMMARY

I have 18 years of overall strategic and operational responsibility for staff, programs, expansion, and execution of organizational programs and missions. I have a deep knowledge of field, core programs, operations, and business plans. Able to oversee and manage over 100 employees while ensuring timely completion of deadlines and remaining on or under budget.

EDUCATIONAL EXPERIENCE

1/04 to 12/06 Biola University – Organizational Leadership Degree

Master’s of Arts Degree, graduated with Honors. GPA - 3.8

10/01 to 8/03 Biola University - Organizational Leadership Degree

Bachelor’s of Science Degree, graduated with High Honors. GPA – 3.97

4/82 to 6/84 California Polytechnic University – Finance Major

GE, Finance and Related Accounting – 54 units, GPA – 3.4

EMPLOYMENT EXPERIENCE

2/13 to 8/14 Med America Billing Services Inc. – Assistant Director of Billing Operations – Modesto, CA

3 Billing Regions / 37 ED Sites: Responsible for 3 Managers, 1 Assistant Manager, 22 Billing Supervisors, 22 Assistant Billing Supervisors and 100+ Billing Specialists.

Responsible for precise income of chart flow, registration and invoicing for over 140K patient visits per month.

Responsible for monthly Accounts Receivable in excess of $5.1 Million per month.

Accountable for analyzing and maintaining a goal of less than 10% Accounts Receivable of over 120 days.

Monthly calls with providers to analyze our Qlikview Dashboard, review coding, financials, and productivity reports.

Responsible for a well organized, efficient process of collaboratively on-boarding new sites to MBSI.

Watched over daily EDI transmissions, worked with the EDI team and/or hospital if errors occurred.

Special Projects: *Watching for trends and investigated any rise in any particular type of denials.

*Had bi-monthly meetings on how best to work with problem payers.

* Created training materials and presentations with my managers to help new leaders.

Billing Call Center Responsible for; 1 Manager, 2 Supervisors, 2 Asst. Supervisors, 1 Reports Analyst and 35 CSR’s.

Managed in excess of 40,000 incoming patient calls per month. Took in over $600,000 in payments monthly.

Utilize predicative dialer for outbound collection calls.

11/10 to 3/12 Credit Union CO-OP Financial Services – Fraud Supervisor – Rancho Cucamonga, CA

Manage 30 Fraud Analysts with 3 other supervisors. Measured productivity, procedures and attendance were followed.

Responsible for monthly call monitoring, new procedure updates shared and documented, and attendance reporting.

Manage client contact list, and handle research and investigations on high level client issues.

Project Management - Create a Mentoring Plan – Supervisor to head the team to create a Mentoring program for the organization. Organize, plan, and develop all processes, forms and structure for the new program for the organization.

8/08 to 5/09 CompuPay Payroll Inc. - Branch Operations Manager – Selma, CA

Manage Payroll Operations for 5 departments; Implementation, Service, Technical Assistance, Tax and Distribution.

Provide daily operational guidance for 30 employees and 5 Supervisors.

Ensure service delivery met client expectations, and met or exceeded service center’s performance goals.

Project Management - Create a Supervisor Leadership Handbook – The Supervisor's had no leadership training. I compiled leadership materials over the years and used that to created a Leadership handbook for them. It covered HR policies, professionalism, teamwork, and managing their teams and tasks.

Managed conversion from Millennium II to Millennium III- Brought in trainers, identified differences in all aspects for the payroll specialists, IT, Tax, and Print and Distribution. Taught our clients how to use our Saas.

10/07 to 8/08 Iron Mountain - Manager of Account Services – Cerritos, CA

Manage a group of 6 Account Managers with responsibility over sales and service for Shredding, Document Storage, Data Protection services and promoting our Saas. Trained our clients how to use our software.

Oversee client visits and Account Manager’s up selling skills for revenue growth.

2/05 to 10/07 ADP Tax and Financial Compliance Services – Client Service Manager - San Dimas, CA

Manage 9 Account Managers with responsibility for 80-100 Fortune 500 clients’ payroll tax deposits and filings.

Develop Account Managers for future growth and ensure they provide world class service to clients and our service goal of 82% was exceeded at 84%.

Project Management:

New business Development – Selected to help start up ADP’s new Stand Alone Accounts Payable product. Organize, plan, and develop all processes, work with vendor and structure of the new business unit from sales to client service.

New Hire Training – Coordinate new hire on-boarding and all aspects of the new hire training program.

Client Visit Module Protocol – Create the complete framework, power point modules and training for presentations.

3/92 to 2/05 Sears Credit Call Center / Citi Group – Rancho Cucamonga, CA

9/03-2/05 Sears Credit Call Center / Citi Group Operations Manager (Director Level)

Manage inbound customer service and sales area with 6 Unit Managers and over 100 associates.

Develop Unit Managers for growth, manage department to exceed service quality standards in productivity, sales, as well as staffing and human relations issues.

Dedication to activities that support these perimeters and provide excellence in customer contacts.

Project Management:

National Assist Team Single Point of Contact (SPOC)– Appointed by the Vice President of the organization to spear-head the process multi-unit management, taking each in-house Assist Team and create a National Assist Team for the entire network of National Account Services Departments. Maintain and ensure consistency in all areas of this business. (3 Years)

Product Development- Rewards Loyalty Program- Came up with various programs and contests to get the Rewards program exciting and to get the CSR's to really be excited about offering it on every call.(1.5 Years)

6/01 to 9/03 Sears Credit Call Center / Citi Group – Assist Team Manager of Sales and Service

Recruit, interview, select, train and develop senior account specialist team members.

Manage team of 20-30 senior specialists taking escalated and help related calls and track productivity.

Encourage teambuilding and provide motivational coaching and one-on-one development sessions.

Investigate and solve high level problems and communicate resolutions to customers and associates.

Project Management:

Management Operations Systems /Sales Champion – Create, plan, introduce and train the National rollout for the new operating system to all levels of management and associates. This included consultative sales techniques, using a sales call model, productivity and sales reports, coaching and development requirements. (1 year)

Sales Champion-Taught consultative sales to 400 CSR's and to reinforce it I created a Sale's Coaching Team of their peers.

National Disconnect Team – Chosen as one of a National team of 10 managers from matrix business environments to serve as key contact point for problem and issue resolution. Provided innovative solutions to operational disconnects and implemented processes for improvement to ensure the company’s Core Values were maintained. (1 year)

Unit Quality Champion- Facilitate the launch of a new process of customer service quality monitoring. Calibrate monitoring scores with Managers, train all levels of local management to ensure consistency of service. (1 year)

7/97 to 6/01 Sears Credit Call Center - Team Manager

Manage 17-member team in a high paced, matrix call center, handle escalated customer inquiries.

Track team member’s sales, productivity to ensure consistent #1 ranking.

Special accomplishment- top team in the nation, winning the Vice President Award 3 times.

3/92 to 7/97 Sears Credit Call Center - Customer Service Representative (CSR)

Responded to 100-175 customer service credit billing inquiry calls daily.

Discussed complex billing issues and disputes, and provided exceptional customer service to customers.

ADDITIONAL SKILLS

Strong oral and written communication skills. Excel in building relationships, diversity, integrity, teamwork, and employee development. Takes ownership and requires minimal direction.

Proficient in Microsoft Word, Excel and Power Point. Extremely organized, analytical, and self-motivated.

Excellent innovation and problem solving skills with an ability to pinpoint disconnects and find creative solutions.

Exceptional customer relations skills who consistently seek courteous resolutions to build customer loyalty.

Outstanding project management skills, implementation, follow through, detail and goal oriented.

Extremely organized, analytical, and self-motivated.

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