CAREER SUMMARY:

I am a highly-organized professional with years of implementation management experience. I am adept at managing multiple projects and creating spreadsheets, manuals and other technical documents, including those of a sensitive nature. I am proficient in streamlining interoffice procedures and in improving the quality and efficiency in services provided.

EDUCATION:

Sandalwood High School Jacksonville, FL

Diploma 2002

SKILLS: Proficient in Microsoft Office (Excel, PowerPoint, Word), Fax,

PROFESSIONAL EXPERIENCE:

Payspan, Jacksonville, FL 09/2013 to Present

Implementation Manager

Communicate effectively with clients to gain an understanding of their needs and internal processes. Based on feedback - provide client with project plans

Provide online meeting and conference call to orientate new clients, present new functionality

Oversee and execute all implementation requirements for client onboarding.

Find resourceful solutions to obstacles that arise during implementation and ensure new processes are acceptable to all stakeholders

Identify mutually beneficial opportunities to increase future account growth throughout implementation process

Collaborate with multiple internal teams Payspan including but not limited to Sales, Operations, Engagement, Finance, Clinical, and Network Operations to ensure a smooth internal implementation process

Build strong relationships with individuals at all levels of client organization and guarantee client has a positive, value-added experience in every interaction

Capture key learning during the onboarding process and make sure lessons are applied to future clients and to improving Payspan processes

Ready Payspan teams and the client for seamless transition of relationships to Account Management

Provider Services Specialist / Interim Director of Provider Service 06/2008 - 09/2013

Assist customers with navigating through web-based tools for EFT as well as virtual card payments

Communicate with customers by inbound calls, outbound calls, and written correspondence in Salesforce CRM.

Provide timely research, handle transactions such as assisting with activating accounts, troubleshooting any internal or external issues

Rejecting accounts and maintaining the closing position for the department

Used Comdata’s, iConnect too, JIRA, JMS and Salesforce to research payment and remit related issues

Interim supervisor of the call center, overseeing more than 15 representatives

Enhanced Recovery Corporation, Jacksonville, FL 12/2006 – 06/2008

Customer Service / Collections Representative

Provided customer service for clients with complaints and billing inquiries

Provided the highest degree of courtesy and professionalism to resolve the customer’s business

Handled business transactions in connection with activation of new and old customer accounts and communicated with customers using web-based tools.

Planned corporate events, updated department records, ordered supplies, processed vendor payments, reviewed letters of credit and bills of lading

Processed daily bank deposits and reconciliation, monthly reports, and credit account reviews

Proficiency in typing and grammar

Wal-Mart #5054, Jacksonville, FL 01/2002 – 12/2006

Customer Service Manager

Carry out investigation on challenges faced by customers and give appropriate solutions to the challenges

Handle communications with customers through mediums like email, letter, phones, suggestion boxes notes, and a one-on-one interview

Conduct recruitment and training for new workers, as well as sanction or terminate the service of erring customer service representatives

Offer resolutions to complaints and issues concerning customer orders

Collect information on agents and other staff performance from customers to make judgment on their performance

Get up-to-date information about all products

Offer refund to customers when the need arises

Compile and print customer complaints and suggestions and present them to the appropriate authorities

Investigate and identify the part of the Walmart that needs improvement

Coordinate with the management on the initiatives that help improve customer service

Take advantage of social media as a medium of responding to customer complaint

Monitor the statistics on supports

Handle customer concern over the price of a product and the ads

Offer counsel to customers on their chances of getting a refund for product return

Work with other departments in ensuring that all customer related issues are attended to

REFERENCES: Available Upon Request

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