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Customer Service Manager

Location:
Mesa, Arizona, United States
Salary:
$15.00
Posted:
October 04, 2016

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FARRON B. STEEL

**** *. ****** ***

Mesa, Arizona 85209

(602) ***-****

E Mail: acwwv3@r.postjobfree.com

CAREER SUMMARY

OVER 30 YEARS OF LEADERSHIP EXPERIENCE IN HEALTHCARE MANAGEMENT, BOTH OPERATIONAL AND TECHNICAL.SOLID BACKGROUND IN MANAGED CARE,CUSTOMER SERVICE, PRODUCTION,QUALITY ASSURANCE AND TECHNICAL OPERATIONS. PROVEN TRACK RECORD IN:

CUSTOMER SERVICE TRAINER MOTIVATIONAL LEADERSHIP

CONTINOUS QUALITY IMPROVEMENT BUDGET DEVELOPMENT

CLINICAL MICROBIOLOGY EXTENSIVE SALES-MANAGED CARE

EXTENSIVE CALL CENTER MGT PHARMACY TECNICIAN TRAINEE CT

PROFESSIONAL EXPERIENCE

CVS PHARMACY TECHNICIAN- MAY 14,2016 – AUGUST 16, 2016

Performed all duties as a Pharmacy Technician with ongoing Training

Serviced all Customers picking up and dropping off new Prescriptions

Worked at the Drive-through station

Processed Prescriptions to hand off for Pharmacist Verification

Numerous other Pharmacy Job Responsibilities functional to the Department

REAL ESTATE KELLER WILLIAMS AND HOMESMART REALTY - MARCH 2006 – 2016

STARTED MY OWN REAL ESTATE GROUP/TEAM IN ASSOCIATION WITH VARIOUS BROKERS

INVESTOR IN HOME PURCHASES

WORKING WITH SELLERS AND BUYERS

ASSISTED OTHER AGENTS IN LEARNING THE SHORT SALE PROCESS EFFECTIVELY

ASSISTED IN RENTALS

FREE CONSULTATION

AVERAGE MONTHLY INCOME $10,000 (THIS IS INCLUSIVE OF PERSONAL INVESTMENTS OUTSIDE OF THE TWO BROKERS I WAS WORKING THROUGH AT THE TIME)

FARRON B. STEEL – PAGE 2

SONORA QUEST LABORATORY – JANUARY 2001 – FEBRUARY 2009

BILLING CUSTOMER SERVICE CALL CENTER SUPERVISOR

INTRODUCED NUMEROUS SIX SIGMA PROJECTS ENGAGING ALL THE EMPLOYEES IN IMPROVING OVERALL CUSTOMER SERVICE,RESPONSE

TIME,CROSS TRAINING WITH OTHER SERVICE AREAS TO HELP MEET DEADLINES. RESULTS:

RESPONSE TIME IMPROVED OVER 69%

MAIL DELIVERY RETURNS IMPROVED 86% IN TAT

ALL MEASURED DATA PERTAINING TO THE BILLING CALL CENTER IMPROVED ON AN AVERAGE OF 90%

INTRODUCED AN EXCELLENT EMPLOYEE REWARDS PROGRAM BASED ON MONTHLY, SEMI-ANNUAL AND ANNULAL ACCOMPLISHED GOALS

DEVELOPED A NEW IVR SYTEM THAT BECAME A FUNCTIONAL IMPROVEMENT FOR ALL SERVICE AREAS IN THE LABORATORY

MANAGED ALL ASPECTS OF QUALITY CONTROL MONITORING AND TRAINING FEEDBACK

RESPONSIBLE FOR CAPITAL BUDGETS AND NEW PROGRAM DEVELOPMENT TO FACILITATE IMPROVED NEW EFFICIENT PROGRAMS

SMITHKLINE BEECHAM CLINICAL LABORATORY -DECEMBER 1989 – DECEMBER 2000

CUSTOMER SERVICE BILLING MANAGER FOR BILLING & CALL CENTERS, & MANAGED CARE QUALITY ASSURNCE SALES LIAISON

MANAGED ALL OPERATIONAL ASPECTS OF BOTH THE CLIENT SERVICE AND BILLING DEPARTMENTS, SUPERVISING A STAFF OF APPROXIMTELY 75 EMPLOYEES

FACILITATED & SUPERVISED THE IMPLEMENTATION OF NEW STREAMLINED SYSTEMS AND PROCEDURES TO ENHANCE COST EFFECTIVENESS AND THE QUALITY OF SERVICES,FOCUSING ON ALL CALL CENTER STRATEGIES & STATISTICS

MANAGED ALL CAPITAL & OPERATIONAL DEPARTMENT BUDGETS /EXPENDITURES

IMPLEMENTED AND MAINTAINED EFFECTIVE TRAINING AND DEVELOPMENT PROGRAMS FOR ALL PERSONNEL

ADMINISTERED PERFORMANCE EVALUATIONS,CONSTRUCTIVE FEEDBACK AFFIRMATIVE ACTION & PROBLEM RESOLUTION

FACILITATED CQI TEAMS TO IMPROVE OPERATIONAL PROCEDURES,TO ENSURE CLIENT SATISFACTION & ENHANCE EMPLOYEE INVOLVEMENT VIA SIX SIGMA PROJECTS : RESULTS: CALL CENTER RESPONSE TIME 45% (20 SECONDS) ; BILLING TAT AND RESOLUTION 35%

FARRON B. STEEL – PAGE 3

MANAGER OF SPECIMEN PROCESSING

MANAGED OVER 40 EMPLOYEES WITH SCHEDULING, COUNSELING, TRAINING AND MOTIVATION SKILLS

REVIEWED CAPITAL BUDGET & EXPENDITURES

IMPLEMENTED & MONITORED A COMPREHENSIVE PRODUCTIVITY PROGRAM WITH STANDARDIZATION,INCENTIVE PROGRAMS & MONTHLY REVIEWS

CONCEPTUALIZED AN EFFECTIVE QUALITY ASSURANCE PROGRAM USING CQI

TO STIMULATE SELF MOTIVATION & IMPROVEMENT

ACQUIRED A STRONG SAFTEY PROGRAM TO MEET ALL OSHA REQUIREMNETS

INTRODUCED A THOROUGH TRAINING PROGRAM FOR NEW EMPLOYEES & ONGOING CONTINUING EDUCATION LECTUREFACILITATED A SIX SIGMA TRAINING PROGRAM WITH THE SPECIMEN PROCESSING AND MICROBIOLOGY DEPARTMENTS IN THE EVENING. RESULT: INCREASED TAT OF SPECIMENS AND REPORT TIMES TO PHYSICIANS BY 55%

MERCY HOSPITAL IN MARYLAND-MEDICAL TECHNOLOGIST II – MICROBIOLOGY

JANUARY 1998 – DECEMBER 2000

OPERATED SPECIAL SEROLOGICAL FLUORESCENT PROCEDURES ( ANA, CHLAMYDIA,FTA ECT)

ASSISITED WITH ALL ROUTINE EXAMINATIONS IN AREAS OF BACTERIOLOGY,PARISITOLOGY, MYCOLOGY & MYCOBACTERIOLOGY

ENVIROMENTAL MICROBIOLOGY- WORKING WITH WATER SAMPLES AND AIR POLLUTION AS RELATED TO COSMETICS

OPERATED ON THE BOARD OF EPIDEMIOLOGY IN A COUPLE OF THE HOSPITAL ENVIROMENTS

OTHER RELATED EXPERIENCE

SOUTH BALTIMORE GENERAL HOSPITAL- BALTIMORE MD.

DEPARTMENT MANAGER – MICROBIOLOGY

DAMON MEDICAL LABS- BALTIMORE MD

DEPARTMENT MANAGER – MICROBIOLOGY

LONG & FOSTER REALTORS- BALTIMORE MD

REAL ESTATE AGENT AND CONSULTANT

EDUCATION

BACHELORS OF ARTS & SCIENCE – MICROBIOLOGY & ENGLISH

UNIVERSITY OF MARYLAND – COLLEGE PARK

PHARMACY TECHNICIAN TRAINEE CERTIFICATION

FARRON B. STEEL - PAGE 4

OTHER TRAINING & ASSOCIATIONS

FRONT LINE LEADERSHIP – ZENGER MILLER

MASTERING CHANGE- MC ASSOCIATES

MANAGING MULITIPLE PRIORITIES – DUNN AND BRADSTREET

AQUIRED A BLACK BELT IN SIX SIGMA TRAINING

AMERICAN SOCIETY OF MICROBIOLOGY

SIX SIGMA BLACKBELT TRAINING



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