Customer Service Management

Bridgette Graziano

**** ***** ******* ****, ***.*2, Glen Burnie, MD 21061 443-***-****

OBJECTIVE

To find meaningful work that gives back to my community.

SUMMARY

Goal oriented professional with over 20 years’ experience in Accounts Receivable, Customer relationships, and Management. Strong skills in administration and team development. Extensive experience in customer service, increasing customer satisfaction, building team morale and employee retention.

Exceptional skills in:

Staff Management and Development

Communication

Collection

Efficiency and Organization

Listening

Problem Solving

PROFESSIONAL EXPERIENCE

RR Donnelley & Sons/Westland Printers – Laurel, MD 08/15-02/16

A full service printer offering digital, offset, binding and mailing services to a customer base of 400+ orders monthly. Approximately 100 employees.

Robert Half – Columbia, MD – position at RR Donnelley & Sons – Laurel, MD 05/15-08/15

A professional temporary employment corporation, offering professionals in many varied skill and educational and technical qualifications.

Accounts Receivable Specialist

Invoicing, calculation of sales tax distributions

Worked closely with the sales staff and product managers for jobs that required more information prior to invoicing

Produced a ship to bill report twice weekly to determine what was outstanding and had not finalized for invoicing

Assisted customers with questions about invoices, problems with accounts

Columbia Association – Columbia, MD 11/07-09/14

A non-profit, public benefit corporation with approximately 220 full time employees and more that 1,000 seasonal staff. The Columbia Association maintains 3,400 acres of permanently designated open space – woodlands, wetlands and three lakes with various recreational facilities.

Assessments Manager

Implementation of a formal collection policy. This policy was written in collaboration with the Assistant Controller to meet objectives set by the CFO. FY 14 collection rate 99.0%. The miscellaneous billing month end close reduced to two business days and assessments to five business days, (a reduction of two days).

Continued to improve customer service to its lien payers. The department was recognized by senior management for its efforts.

Discovery of unbilled accounts which had been overlooked prior to my appointment to the position.

This resulted in additional yearly revenue of approximately $1/2 million. Promoted from Billing Assistant position. Served on Corporate Wellness Committee, Crab Feast.

Management of over 28,000 accounts representing annual revenue of $34M

Quarterly new construction billings and a yearly special assessment billing to all subject accounts

Ensured department standards are maintained, all customer inquiries are handled within one business day

Monitoring accounts receivable balances

Managed collection activities and created collection agreements with delinquent customers

Monthly reporting to senior management of delinquent account status

Hiring and annual staff reviews

Ability to diffuse irate customers using strong listening and communication skills

Processing of tax credits, exemptions and abatements

Month end closing and journal entry preparation

Created miscellaneous billing adjustments

Performed month end closing of miscellaneous billing

Prepared monthly/annual reconciliations

Worked with the Assistant Controller on the budget

Billing Assistant (11/07 to 03/08)

Responsible for School Age Services billing, entry of new enrollments and maintenance of the student files

Month end closing

Creation of journal entries

Department of Social Services voucher administration

Collection of NSF by notifying parent by letter

Collection of declined credit cards

Maintaining Income Qualified student accounts

Intensive customer phone and in-person contact

Responsible for flexible spending account for program

Process miscellaneous billing

Promoted to Assessments manager March 2008

Newton Memorial Hospital – Newton, NJ 9/99 to 9/07

NMH was founded in 1932 as a community general hospital. It had 165 beds, over 900 employees and was affiliated with Atlantic Health Systems.

Patient Access Supervisor

Improved customer relationship between Emergency Department and Patient Access staff. This was accomplished by emphasizing the importance of timely registration demographics entered by registration staff and the impact each member had. By fostering a team environment, all employees began working more efficiently and with less stress. We realized our goals – the very best of care for our customers. The result: shorter registration, more accurate data capture, greater billing accuracy.

Supervision of a staff of approximately 60 employees

Maintain compliance to HIPPA, insure customer satisfaction alignment with hospital mission statement and meet or exceed customer expectations

Staff training and evaluation of day to day staff performance, probationary period evaluation, annual review preparation and review with staff

Medicare Compliance/ABN Part B

Notice of Medicare rights

Medicaid authorizations and referrals

Insure revenue cycle is maintained, internal auditing patient demographics and insurance/guarantor to achieve accurate billing

Financial counseling of patients

Collection of copays/deductibles

Insurance verification

Monthly and holiday staffing schedules

Selective Coatings and Inks, Inc. – Newton, NJ 8/97 to 3/99

A process manufacturer of printing inks, which employed 150. Executive office was located in Newton, NJ.

Office Manager

Streamlined daily activities which resulted in a reduction of staff hours which eliminated the need for full time staffing. Improved month end closing process that resulted in timesaving. Disaster recovery planning.

Accounting functions including monthly and yearly reporting of COGS, inventory valuation

Administration of corporate insurance

Petty cash

Expense reporting

Maintained pricing data base

Office management

Accounts receivable

Accounts payable

EDUCATION

MBA with Economics and Management Strategy, Human Resource Management

New York Institute of Technology

Bachelor of Art – Economics

Bachelor of Science – Business Management/Finance

East Stroudsburg University, College of Management and Economics

Associate of Science – Business Administration

Sussex County Community College, College of Business and Management

Member Phi Theta Kappa

CERTIFICATIONS

Dale Carnegie Course Public Speaking

Conflict Management for Managers

How to Deal with Difficult People

SOFTWARE

Lawson, Macola, Cerner, QuadraMed, HealthStream, Excel and

Microsoft Office products

Google and Google docs and sheets

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