Customer Service Manager

PATRICIA WHITE

**D Brookside Heights, Wanaque, NJ 07465 C: 908-***-**** ********@*****.***

Skill Highlights

Technical Computer Skills: RX Home, Scheduler, Word, CRM Tools: PASS/AIS, Clarify, Avaya Call Management

Excel, Access, Power Point, Outlook System, Total View IEX, Tools for Incoming Call Center

Mainframes: CICS, IDLX, DATAPOOL, MVS Managers, Orbit

Professional Experience

Patient Care Coordinator 08/2014 to Current

EXPRESS SCRIPTS (ACCREDO HEALTH) Pine Brook, NJ

Documentation of issues & resolutions in a common database, assisted to identify repetitive problems or

questions in order to pursue process or procedural changes.

Working closely with pharmacist team, assisted with supervisor distribution and work plan development.

Handle inbound patient calls, written correspondence and questions via the web while maintaining service levels.

Scheduled patients for nurse visits based on physician orders and medication requirement.

Maintained accurate and complete documentation of all inquiries.

Document issues and resolution in a common database.

Help to identify repetitive problems or questions in order to pursue process or procedural changes.

Technical Analyst 03/2010 to 03/2014

XEROX HR. SERVICES LLC Secaucus, NJ

Heavy involvement in data administration, working with data imports & maintaining data integrity for key reporting

dimensions.

Skilled to effectively interact with customer to meet their needs.

Ability to work independently with minimal oversight.

Capable to handle frequent interruptions and adapt to changes in workload supervisor with work distribution and

work plan development.

Escalate issues as necessary while setting priorities, making effective decisions and dealing with issues at hand.

Supervised and trained a team of 16 associates on Ford Motor Company Defined Benefits plans.

Provided assistance, training and troubleshooting to staff in processing 300 pension requests on a monthly

basis.

Operated with cross functional teams identified and implemented strategies to improve quality of service,

increase productivity for each agent to handle over 300 retirement requests.

Responsible for implementation escalations daily informing customers about services available and assessment

of customer needs.

Prepared weekly report to track workload, response time and quality of input.

Plan, prioritize and delegate work tasks to ensure proper functioning of the department.

Creation of schedules to ensure accurate phone coverage.

Coordinated with Ford Motor Company Administration team to create a chart for payment processing to improve

feedback customers in regards to pension payment timing.

Identified and administered staff training and mentored to decrease escalation calls by 3%.

Successfully managed implementation of Retirement Case Administration team launched in October 2010.

Performed quality and assurance functions on Ford Motor Company death correspondence mailed to participants

on daily basis.

Automatic Data Processing Multiple Locations in NJ

Business Analyst 04/2006 to 06/2009

Analyzed service teams needs; recommended new and revised processes to increase team productivity ensure

the quality to customers.

Produced analysis of procedures focusing on the impact to customer service.

Supported service teams provided project status updates and presented service opportunities to enhance

customer service.

Built and maintained relationships between internal technology, business groups and external clients.

Enhanced the overall client experience by creating more than 50 standardized processes resulting in the

expansion of service centers in two regions, Midwest and South.

Developed and implemented a business solution by designing a form template in Microsoft Access 2007 to

capture information required by a support group that facilitated customer requests that reduced errors setting up

customers on the mainframe.

Researched, analyzed and reported on service center efficiencies using DMOQs (Direct Measurement of

Quality) reporting combined call center statistics and quality survey score results which improved service center

productivity and quality.

Client Service Manager 04/2003 to 04/2006

Instituted the reduction of overtime by customer service representatives with enforcement of assigned schedules

and management of workload.

Accomplished Bonus Plan Objectives targeting Client & Associate Retention, Abandon Rate, Service Levels and

Quality Survey Scores.

Developed staffing, retention, compensation and incentive strategies.

Responsible for reporting service center metrics reported to upper management on a quarterly and annual basis

Usage of monthly performance numbers to gain an overall understanding of the general client focus taking

actions to integrate their needs with the products and strategic direction of ADP.

Supported Payroll and Time & Labor Management products.

Service Supervisor 11/1998 to 04/2003

Promoted from Supervisor to Manager in April 2003.

Utilized call volume forecasting tools to monitor staffing needs & resources.

Investigate client complaints, critical issues and referrals from cross functional management teams in effort to

resolve problems quickly & efficiently.

Facilitate team building activities & coordinates with other supervisors to share & move resources to meet overall

goals.

Client Service Representative 01/1996 to 11/1998

Promoted to Service Supervisor in November 1998

Identified procedural problems while suggesting & implementing solutions

Implemented mainframe environment into department

Troubleshoot software, hardware and communication problems

Expertise in setting priorities and multi-tasking.

ES Help Desk Coordinator 05/1988 to 01/1996

Interface with client daily troubleshooting, problems, negotiating settlements with clients.

Coordinating support issues with administration support technicians to assure quick resolution of all problems.

Provided mainframe & LAN support to internal & external users.

Completion of system user access request form for mainframe access.

Education and Coursework

Certificate: Electronic Health Record Management Social Science December 2015

Ashworth College Cranford, NJ

Certified Electronic Health Record Specialist (NHA August 2016

Bachelor of Arts: Social Science - In Progress

Thomas Edison State College

Microsoft 2007 Access October 2009

Union County College Cranford, NJ

High School Diploma 1978

East Orange High School East Orange, NJ

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