Customer Service Office
Resume:
HELLENA J. INGRAM
***** *. *** ***** ****** Woodbury, MN 55129 • 651-***-**** - H • 651-***-**** - C
acxbn4@r.postjobfree.com
Summary of Qualifications
Highly motivated supervisor who is able to balance dual role as a member of management and am an employee advocate.
Skilled in staff training, development, and performance management to meet and exceed financial and operational goals through performance and adherence to established procedures.
Excellent problem-solving skills with a strong orientation in customer service/satisfaction.
Able to work under pressure in fast-paced environments.
Demonstrated ability in assessing problem areas and offering solutions resulting in increases in productivity and profitability.
Background includes strong leadership as well as the ability to establish and build positive, solid relationships with clients and all levels of management.
Excellent computer proficiency: Windows, Word, Excel, Access, and Outlook.
CERTIFICATES
IN
CORE COMPETENCIES
Business Writing
Coaching/Mentoring
Effective Time Management
Employee Development
Training/Leadership
Advance Supervision
Project Management
Strategic Planning
Team Building
Employee Evaluations
Employee Recognition
Operations Management
Rapport Building Employee
EDUCATION AND CREDENTIALS
McClain High School, Lexington, Mississippi
Graduated in 1973 received High School Diploma
University of Phoenix - March 2015 to September 2015
Hennepin County Management Institute - 1/22/15 to 7/20/15
Normandale Community College – 6/1986 to 12/1/1987 – Word Processing
Highland Park Adult Education – Word Perfect – Certification of Completion
PROFESSIONAL EXPERIENCE
Hennepin County - Administrative Supervisor - 08-25-85 to 11/27/15 -
Oversee a team of eight Senior Support Services Supervisors who oversees the daily operations of Office Clerical Support ranging from 1 OSI, 2 OSII, 5 OSIII and 2 Principal Office Specialist.
Developed personal performance plans, provided on-going performance feedback and performance reviews.
Planned successful development plans for employees. Strategies target the development of new employees. Expanded customer service training through a variety of effective training classes (customer service, advanced word, excel, and PowerPoint).
Effectively create/implement and achieved immediate and long-term goals.
Hire, trained, and mentored staff on customer profiling. Conduct monthly unit meetings with direct reports, as well as service area managers.
Resolve all external/internal customer complaints.
I demonstrated the ability to establish and maintain effective relationships with customers.
Conduct skills assessments, and performance management trainings.
Provided coaching to employees to create a strong sales force Implemented new procedures to adhere to key operational duties successfully established new office policies/procedures as needed.
2/02 to 2/14 – Senior Support Services Supervisor
I supervised a team of twelve Administrative professional ranging from Office Specialist 1, Office Specialist II, Office Specialist III, and Principal Office Specialist located in the Eligibility Maintenance/Work Supports Unit, Omniciye/Little Earth, and the Sabathani Regional Site.
Other Hennepin County Service areas of supervisory experience includes: Adoption Program, Brookdale Social Services, Chemical Health division and Records, Child Care Licensing and Registration, Child Protection Services, Parental Fee Unit, Foster Care, Powderhorn Partners, Pre-Petition Screening, Ridgedale Social Services, and the Text Processing Unit.
• Select and train office support staff.
• Build effective workings relationships with service area supported and seek continuously improvement of service.
• Conduct meaningful performance appraisals
• Conduct Monthly unit and individual meetings, including service area staff.
• Direct and manage work by setting clear objectives and measures. Monitor processes, progress and results.
• Develop, implement and monitor service level agreements with service area staff.
• Participate in support services supervisor group and subgroup meetings.
• Provide coaching to employees to create a strong workforce.
Prior to Administrative Services Area I worked with Hennepin County Chemical Health Division as a Principal Office Specialist. Throughout my employment with Hennepin County my primary focus has always been office support.
Blue Cross - Blue Shield of Michigan - Billing Clerk - 04/77 to 08-80
• Verify insurance eligibility for customers.
• Assist supervisor with work load issues.
• Schedule appointments for customers as needed.
• Work with customer to resolve payment issues.
• Screen bills for errors before sending out to subscribers.
• Receive and resolve inquiries from customers.
• Sort & distribute incoming/outgoing mail twice daily.
Delta Dental Plan of Michigan - Clerk - 08-80 to 03/84
• Obtained eligibility information and provided financial assistance to patients.
• Audit and adjust checks for dentists.
• Prepared and mailed letters/memos for dentists.
• Update patient demographics information in the database system.
• Screen checks for errors before sending out to dentists.
• Receive and resolve customer complaints.
• Serve a liaison for dental office and dentist. Sort/distribute incoming/outgoing mail twice daily.
Delta Dental Plan of Minnesota - Clerk - 05-84 to 05/85
• Obtained eligibility information and provided financial assistance to patients.
• Audit and adjust checks for dentists.
• Prepared and mailed letters/memos for dentists.
• Update patient demographics information in the database system.
• Screen checks for errors before sending out to dentists.
• Receive and resolve customer complaints.
• Serve a liaison for dental office and dentist. Sort/distribute incoming/outgoing mail twice daily.
Volunteer Experience:
1991 to 1995 – Teacher’s Assistant – Junior Church Shiloh Baptist Church. Create lesson plans, program events, and facilitate field trips.
1999 to 2001 – Vice Present – Parent - Teacher Association – St Paul Public Schools – Assist President with student/parents issues at schools and planned special events for St Paul Area Schools.
2012 to 2014 Co-Facilitate Administrative Services Engagement and Retention Committee
2013 to 2015 – Member of the Hennepin County Engage Work Culture Group.
PROFESSIONAL REFERENCES:
Sharon Cain
612- 772-5472
Patrice Alfred
Gloria Peterson
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