Customer Service Management

Cleveland Davis III

*** ***** **** ***********, ** 31757 229-***-**** ***************@*******.*** OPERATIONS MANAGEMENT PROFESSIONAL

** *****’ Successful Experience in Responsible, High-visibility, and Multitask Environments

“Solving Problems and Taking the Initiative”

Organizational & Personnel Leadership/Sales Support/Grant Writing/ Event-Planning Expertise Excellent Computer Skills/Assignment & Project Management A positive-thinking, results-oriented, and team-spirited Administrative/Executive Support Professional recognized for proactively exceeding organizational mandates in diverse work environments. CORE STRENGTHS

o Communication skills (verbal & written) o Sales and marketing support o Project and assignment management

o Time management-deadline sensitive

o Customer Service and client retention

o Financial management

PROFESSIONAL EXPERIENCE

Director, Harvard Risk Management 2015 to Current

Organize and Present top level managers and individuals on employee theft, identity theft and all other risk exposers. Help companies and individuals incorporate a comprehensive plan to reduce risk at all levels. Independent Agent/Owner, Faith Life, Senior Life & Kingdom Insurance 2007-2015 Hired, trained and supervised up to 20 insurance agents, developed sales strategies, advertised and marketed products, lead generation, wrote policy and procedure manuals, & implemented monthly performance evaluations

President/Owner, Kingdom Clothing - Worcester, MA & Tallahassee, FL 2001-2007 Owned and operated 2 retail stores. Wrote and implemented new hire employee training manuals. Hired, trained and supervised staff daily. Identified target market, implemented strategies for growth, negotiated pricing with wholesalers, organized floor plans & window display, negotiated contracts with merchant services, managed all finance and accounting aspects of the business. Executive Group Practice Director, Lifespan MSO - Providence, RI 2000-2001 Increased profitability by reducing cost & implementation of billing & collection policies resulting in a complete turnaround of 12 months previous negative cash flow to positive cash flow of $700,000 within first 5 months and a 1200% differential from projected budget. Created policy & procedures that increased job efficiency, enhanced billing and collections by 55% and reduced accounts receivables by 12%. Established a new all-time low benchmark for accounts receivable. Provided financial reporting to the Board of Directors and assisted in corporate short- and long-term decision making. Negotiated third party payer contracts for physicians that increased reimbursement from previous fee schedules by 20%. Negotiated contracts with vendors that reduced medical supply costs by 30%. Negotiated contracts with collection agencies that exceeded regional contracts by 10% resulting in cost savings of $35,000 per year.

Cleveland Davis III Page 2

Administrator - Office of the Medical Director, Fallon Healthcare -Worcester, MA 1995-2000 Trained internal and external customers in excellent customer service delivery that increased staff performance efficiency and resulted in a 10 to 15% improvement in customer satisfaction. Implemented on going brainstorming with managers for providing optimal customer /patient satisfaction. Designed and managed patient satisfaction survey tools to collect relevant and accurate physician and specialty specific data. Coordinated physician feedback and corrective action implementation process. Facilitated physician corrective action plan and mentoring program that identified Best Practice and enhanced quality improvement in patient access and various HEDIS measures from 10% to 23% Trained administrative staff on computer systems and policy & procedures that effectively improved employee work flow to reach corporate objectives. Facilitated quality improvement for physician access, patient flow & communications that optimized physician resources. Designed and implemented physician performance tracking database that identifies outliers. Designed & created confidential databases that enhanced reporting capability to internal and external customers including Board & Medical Directors. Developed a strategic action plan with Provider Management & Network Support Team that implemented a new network software and corporate training program, minimized downtime and increased productivity by 10 to 20 %. Created reference library of journal articles, audio and videotapes that served as customer resource for quality improvement.

Division Administrator, Dana Farber Cancer Institute -Boston, MA 1993 -1995 Supervised daily operations of nine research labs, up to 110 employees, managed operating budgets up to $40,000,000 million that consistently met or exceeded budget expectations. Facilitated the entire grant writing and management process including purchasing, accounts payable and accounts receivable, hired, trained, and oriented all new employees. EDUCATION & TRAINING

CLARK UNIVERSITY, Worcester, MA

MBA: Healthcare Administration

HAMPTON UNIVERSITY, Hampton, VA

BS: Finance

Continuing Education-Seminars-Workshops:

Managing Multiple Projects Delivery of Excellent Customer Service Conflict Resolution Diversity Training Developing & Administering a Budget The Seven Habits of Highly Effective People Lessons in Leadership LaRed Round Table Development Dimensions International Interactive Management Training

Computer Skills: Windows, MS Office 2000 (Word, Excel, PowerPoint, Outlook), Internet research, Quick Books Pro, Grant Manager, SPIN, SPSS, Lotus, RMS, Banyan, Oracle, IDX, & Fox Pro.

References and Supporting Documents Furnished upon Request

Contact this candidate