Customer Service Manager

Stacy Okazaki

**** ******** ***** #*** *** Colony, TX 75056 469-***-**** *****.*******@*****.***

Operational& Customer Service Leader

Highly effective Analytical Thinker and Problem Solver of complex processes to analyze and develop improvements to facilitate more productive and efficient processes, training of the processes and quality assessments to ensure compliance.

Proven Team Builder and Leader of top performing and highly productive cross-functional and inter-departmental teams who consistently achieves and delivers target goals on budget and within accelerated timelines.

Successful Relationship Manager of key partners and customers by developing, communicating and delivering outstanding customer service and partnership with stakeholders and leadership.

Professional Experience

Concentra/Select Medical Dallas, TX

National health care company providing comprehensive services in the area of occupational health, physical therapy, health and wellness program, urgent care and primary care medicine.

Manager, Operations, Process Improvement, Trainer and QA 2014 to Present

Set up, launched and trained a new communication technology tool called CareVision in less than 7 days which resulted in a hard cost savings of 29%, increased worker productivity and efficiency by 11% and decreased waste time by more than 50%.

Developed and implemented Project Rockstar, pilot program which identified best practices of successful team members and created program to train all team members to increase their productivity and efficiencies.

Re-engineered New Hire Training Program by reducing presentation time by 50% and increase hands on coaching and training resulting in an increase in new hire productivity by 30% and reduced training from 10 days to 7 days.

Responsible for identifying, developing, optimizing and implementing organizational processes and workflows to reduce waste, increase worker productivity and efficiency to achieve high level of product value while also ensuring repeatable positive outcomes. Able to manage multiple projects, timelines and resources to meet and exceed on-time deliverables. Skillful communicator to all levels of management ensuring understanding of project and team milestones, potential project risks, timelines and prioritization of deliverables. Responsible for standardization of processes including creating process documents, procedure guidelines, such as SOPs, Job Aids, Policy Manuals, and Checklists. Responsible for training of all products, processes and procedures. Oversee and supervise Quality Assurance Team and Department Trainers.

West Zone Call Center Manager, Customer Operations, 2012-2014

Successfully turned around the lowest performing and rated zone team to the highest performing and rated team in less than 9 months. Achieved an 85% efficiency rating (average is 72%) and decreased approval turn-around-time from 20 days to 7 days.

Managed a call center team of 60+ coordinators to process 10,000 to 13,000 worker compensation referrals claims monthly and customer service status line call team handling 1,000+ customer service status line incoming calls monthly.

Created and implemented new relationship building activities and reporting with Top Customers and Stakeholders to bring visibility and encourage partnership to drive organizational value and trust.

Oversaw the operations of the handling and processing of Worker’s Compensation referrals claims for the largest Zone team and customer service status line call team. Territory covered 8 States representing 50% of total call center business of Department. Managed a team of 60+ call center team members (local and remote) including mid-level Supervisors and Jr. Supervisors. Developed and maintained a strong collaborative relationships with patient, Payors and Adjustors, Medical Professionals, Vendors, Sales and internal Executive and Departmental Leadership.

Product Development Manager, 2011-2012

Developed Standard Operating Procedures (SOPs) for implementation of services and products (living lean, biometric microsites, home access kits).

Evaluated multiple product/program opportunities (Allergy Immunotherapy Program, InBody Machines, E-Screen, BioIQ)

Successfully launched the One-Touch Consult Program within an accelerated time line (3 months).

Core Member of Green Belt Team responsible for developing an improved sales process for Program Discounts resulting in additional top line revenue of $110,000 annually.

Develop, lead and drive organizational excellence and discipline within the business units by assessing current state processes and development of resources (technology and personnel) then create efficient, repeatable and sustainable work flow processes by standardizing and documenting the processes, creating and revising methods and procedures, training of all stakeholders and operators and implementing CI (continuous improvement) processes.

Duncan Enterprises, Inc. Fresno, CA

Manufacturer of craft and paint products, primarily paint and fabric dyes to retail craft and art businesses.

Senior Product Development Manager, 2009

Improved productivity by implementing a new RFQ process for all new products resulting in a 50% reduction in costing and data entry errors and reducing turn-around time for quoting to 3-5 days.

Improved customer satisfaction levels by reviewing and revising the escalation process for responding to customer and consumer complaints for assigned product lines coming through the Customer Service Center (CSC).

Developed and launched a new, innovative and profitable product line (estimated top line revenue of $50,000). Product won Best New Product award at CHA (Craft & Hobby Association Trade Show).

Develop, lead and drive development and management of the product lifecycle process for new and existing products. Activities include creating and launching new products on-time and within budget, build, manage and motivate cross-functional teams to meet all strategic target goals of company, develop all material used in training sales and technical and help desk reps on new products, assist sales in building and managing key customer accounts, provide escalating tiered customer support to customer questions and issues.

Fiskars Madison, WI

Manufacturer of office and craft products.

Senior Product Manager, 2007-2008

Designed and implemented a process improvement project for new product refreshes and exits resulting in reducing excess inventory issues by an estimated $200,000. Presented and received approval to implement from cross-collaboration team from sales, supply chain and finance.

Developed and launched an award winning product called “Stamp Factory”.

Managed Stamping Product Line with an estimated value of $150,000.

Develop and execute marketing and product strategy for new and existing product and product lines. Activities include championing the product lifecycle process (Agile Software), build and lead cross-functional teams, manage the AFE and RFQ process, set annual marketing strategy, provide all product and customer/consumer and technical support, assist sales in key customer meetings.

Education & Certifications

University of California, Irvine Irvine, CA

Master of Business Administration with emphasis in Finance and Marketing

Bachelor of Arts (BA) in Political Science

Certifications:

Green & Yellow Belt Certified, Six Sigma Program

Lean Management Certified

Kepner-Tregoe’s Project Management Certificate

AGILE Program Management Software

Pragmatic Marketing Certification

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