Customer Service Manager

FRANCINE FORD

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

Willingboro, NJ 08046 Phone: 267-***-****

SUMMARY

Office Administration /Customer Service Manager with over 20 years of call center and office management experience. Successful in managing office operations and customer call centers of various complexities. Accomplishments include staff development, ‘operations improvement leader’ to improve and maintain service levels, targeted goals and ensure compliance in regulated environments.

PROFESSIONAL EXPERIENCE

Richmond Redevelopment and Housing Authority – Richmond, VA 2014-2015

HCVP Inspections Office Support

Responsible for providing full operations and office management support for the Inspections Department of the housing program which serves 3,000 families and 1,500 landlords.

Daily manage over 100 customer and landlord calls while consistently providing excellent customer service. Provide services to manage issue and concerns, regarding inspection policies, procedures and operations along with other agency-related information.

Prepare and process varied correspondence and reports to ensure compliance with US Department of Housing and Urban Development and other entities.

Conduct data analysis and entry into agency business system for reporting and compliance.

Schedule all assignments for approximately 500 monthly inspections, maintain inspection schedule and assist supervisor with office management and reporting requirements.

Planned Parenthood, Philadelphia PA 2009-2013 Office Manager

Responsible for all aspects of multifunctional health services office. Supervised team of 20 employees to ensure successful, compliant and coordinated operations and reporting for a facility to serve over 2,000 clients monthly.

Hire, supervise and train all non-clinician center staff; hire and supervise clinicians in consultation with the Clinician Coordinator, Director of Patient Services and Medical Director. Developed, implemented and managed a $1.2 million budget.

Develop, refine and implement operational procedures to ensure high quality and service excellence.

Develop and implement non-medical procedures for operation of Center (e.g. appointment systems, communication systems, patient records, patient billing, suppliers, waste management, Quality Assurance).

Csr, Inc., Wayne, PA 2007– 2009 Project Manager

Responsible for maximizing client satisfaction through the Special Projects department for a caseload of 15 business clients. Prepared and analyzed productivity reports for internal and external users. Served as only liaison and coordinator between clients and the compliance evaluators. Ensure project completion of various long-term initiatives to ensure goals being met.

Developed and communicated program parameters and expectations to operations staff; provide operation support.

Ensured effective communication with clients about projects

Provided staff coaching, development to achieve and maintain high level of performance.

Keystone Mercy Health Plan, Philadelphia, PA 2005 – 2007 Manager, Operation Services

Led management and all facets of operations for call center which provided enrollment services, claims provider services and two inbound call centers. Supervision and development of 75 associates; along with the development and implementation of a $ .5 million department budget.

Developed, implement incentive programs to increase morale and increase performance; developed and structured training programs to improve overall quality performance

Conducted member focus groups to receive member feedback and trend analysis programs to increase customer satisfaction

Ensured department met or exceeded external reporting requirements as set by Commonwealth of Pennsylvania and US Department of Social Services.

OTHER EMPLOYMENT /EXPERIENCE

Board of Pensions, Presbyterian Church, Philadelphia, PA 2002-2005 Telecommunications and Quality Assurance Manager. Led company’s training efforts to improve processes and improve call quality. Oversaw company’s telephone functions; initiated system upgrade and conversion of call monitoring and recording systems.

Qualmed Plans for Health, Philadelphia PA 1999-2001. Manager, Member Services

Led efforts to monitor, staff and ensure quality performance for incoming call center. Provided staff development, coaching to maintain and increase service levels and customer satisfaction. Developed, analyzed all reports for compliance and performance improvement.

Independence Blue Cross, Philadelphia, PA 1996-1999 Manager, Health Resource Center

Led comprehensive operations for incoming call center; ensured accuracy and quality assurance. Provided staff development to maintain and increase performance levels; conducted reorganization which increased performance and customer satisfaction by 30%. Began tenure as Supervisor for Member Services and promoted within one year of performance.

EDUCATION

Community College of Philadelphia Attended 1993-1995

Philadelphia, PA Business Administration

Willingboro High School Graduated June 1983

Willingboro, NJ Academic Diploma

Skills/Training Courses

Introductory to Management 1999

Supervisory Development Course 1997

Customer Service Basics 1996

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