Norman Cox

Atlanta, GA *****

ad22nh@r.postjobfree.com

+1-404-***-****

Authorized to work in the US for any employer Work Experience Operations Manager

CGI/ - Atlanta, GA May 2021 to 2023

Ensure that service delivery is consistent with the highest quality of standards within the organization.

• Maintained employee personnel records for administrative compliance.

• Plan, organize, coordinate, executes and supervises function of janitorial and maintenance staffing functions and operations on all shifts.

• Act as liaison between client, operation leads, and corporate support team.

• Control expenses for all managed operations, review job cost and make adjustments necessary to meet budget compliance.

Pre-Registration Rep/Radiology Scheduler

Northside Hospital - Atlanta, GA May 2019 to 2022

•Arranges for efficient and accurate collection of information for orderly registration of pediatric, adult, and geriatric patients.

• Collects and distributes patient information, billing, and collection information.

• Makes patients aware of hospital policies and procedures.

• Document all member interactions.

• When necessary, schedule Radiology appointments, advise of preparation, and copay information prior to procedure. Specialty Coordinator/ Radiology Scheduler III

Kaiser Permanente - Duluth, GA May 2018 to March 2019

• Receive incoming calls from patients and schedule primary appointments.

• Data entry of referrals into Epic system.

• Scheduled interpreters for member appointments.

• Contacted referring providers for medication orders and/or clarification of referral orders. • Document all member interactions.

• Train incoming representatives on quality processes and advise on KP policies. Primary and Radiology Scheduler I

Paramount Staffing - Atlanta, GA October 2017 to May 2018

• Receive incoming calls from patients and schedule primary appointments.

• Data entry of referrals into Epic system.

• Scheduled interpreters for member appointments.

• Contacted referring providers for medication orders and/or clarification of referral orders. • Document all member interactions.

Customer Service Coordinator/Dispatcher II

Ryder System, Inc - Atlanta, GA April 2017 to September 2017

• Address all customer service issues in a timely manner.

• Schedule service for on demand service calls or breakdowns. • Dispatch technician to breakdown locations.

• Review and submit repair estimates for approval.

• Follow up with shops or service provider to confirm repairs.

• Inform customer of needed additional repairs or advise of completed repairs. Resolution Expediter Senior

The Home Depot - Atlanta, GA July 2016 to April 2017

• Address all customer service issues in a timely manner.

• Collected customer feedback and made process changes to exceed customer satisfaction goals. • Placed follow up calls for customers who reported product issues.

• Provided thorough support and problem resolution for customers.

• Make reasonable procedure exceptions to accommodate unusual customer request. Recruit Petty Officer in Charge

United States Navy - Waukegan, IL May 2015 to May 2016

• Engage in leadership and team building exercises.

• Offer customer service and conflict resolution

• Comply with Military Code of Justice rules and regulations.

• Written and verbal communication.

• Ensure recruits follow command and delegate tasks to complete assigned projects. Customer Service Representative

Thermo Fisher Scientific - Suwanee, GA January 2015 to May 2016

• Process all fax, email, and phone orders in a timely manner.

• Triage all customers' complaints and determine the best course of action to rectify the issues balancing the best course of action to rectify the issues balancing both the customers' needs and the overall impact to the company's bottom line.

• Comply with company rules and regulations.

• Conduct appropriate research on all orders including, collaborating with other departments such as shipping, accounting and I.T. to ensure follow thru with the customer. Customer Analyst

Hyundai Capital America - Atlanta, GA October 2014 to October 2015

• Identify processes and service enhancements, assist with development and implementation.

• Process customer service request daily to include, lien release, autopsy ach information, due date changes, process all fax, email and phone orders in a timely manner.

• Train new employees on SAP and processes while providing feedback.

• Payoff quotes, title and registration information, deferments and other request made by the customer. Customer Service Rep II

Linde North America - Atlanta, GA March 2013 to October 2014

• Answer incoming calls regarding billing, deliveries, technical support, and orders.

• Serve as a liaison between plant and customers to facilitate smooth transition of deliveries and emergency orders.

• Process all fax, email and phone orders in a timely manner.

• Train new employees on SAP and processes while providing feedback.

• Perform side-by-side quality monitoring while coaching on call flow techniques. • Responsible for generating billing for several major accounts monthly.

Hazard Insurance Processor

Manpower - Duluth, GA November 2012 to March 2013

Reviewed various types of insurance documents and updated the insurances lines of the clients servicing system according to established procedures.

• Verified that the policy contained acceptable coverages and disbursed premium payments from the escrow account if required; make necessary outbound phone calls to insurance agents and companies to update insurance policies and obtain (missing) information.

• Perform maintenance as necessary for policy changes, letters, notices, etc.

• Insure all items are processed in a timely manner to exceed established standards. Insurance Counselor

Geico - Macon, GA

April 2012 to November 2012

• Customize insurance programs to suit individual customers, often covering a variety of risks.

• Ensure that policy requirements are fulfilled, including any necessary medical examinations and the completion of appropriate forms.

• Calculate premium and established payment method.

• Perform administrative tasks, such as maintaining records and handling policy renewals. Interview prospective clients to obtain data about their financial resources and needs the physical condition of the person.

or property to be insured, and to discuss any existing coverage. Customer Service Representative

CarMax - Kennesaw, GA September 2011 to January 2012

• Take incoming calls from customers and answer customer questions regarding his/her account.

• Educate customers regarding their account, interest accruals, late fees, credit reporting, payment options and account management options.

• Annotate accounts in inter-company systems.

• Work with other departments/personnel where necessary to resolve customer complains/issues.

• Advise customers of the status of their account (paid current or past due) by reviewing account information on collection systems.

Inside Commercial Sales Representative

Waste Management - Marietta, GA September 2010 to August 2011

• Responsible for closing new customer sales utilizing a consultative approach.

• Responsible for maintaining current customers by utilizing problem solving and negotiation skills to resolve customer issues.

• Handle service requests and changes and act as the customer's focal point to maintain strong customer relationships.

• Insure all items are processed in a timely manner to exceed established standards.

• Offer retention efforts for customers calling in to cancel service. Service Coordinator/Dispatch

NCR - Peachtree City, GA July 2009 to September 2010

• Receive incoming calls from technicians regarding down pos systems. • Order parts and supplies for ATMS and POS systems.

• Schedule appointments with point of contact

• Follow up with customers to provide ETA for down units.

• Document all customer interactions.

Meter Reading Supervisor

Ista-North America - Alpharetta, GA March 2008 to September 2009

• Manage meter reading equipment and employees/contractors.

• Pulled raw data from AS400 system and forwarded employees to data entry.

• Assisted with design and implementation of program to convert raw data into processed data. • Enter and process payroll thru ADP.

Education

High school or equivalent in Business Management.

Attending: Western Governor University

Skills

• 19 years of experience ranging from Customer Service Supervisor, Account Manager, Dispatch as well as Inside Sales.

I have Managed multiple accounts including initiation, analysis, monitoring and evaluating new opportunities for new accounts. Continuous contact with existing customers to evaluate partner satisfaction. Created periodic sales, revenue, and financial reports and supporting documentation. I have experience in using AS 400, SAP, Epic, Microsoft, Lotus notes, sales force and can type 65 wpm.

• Billing

• Microsoft Outlook

• Outlook

• Organizational Skills

• Filing

• Scheduling

• Time Management

• Excel

• Root Cause Analysis

• Microsoft Word

• Customer Service

Military Service

Branch: United States Navy

Rank: E-3

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