Customer Service Team Manager
Resume:
JESSICA GRAVES
CLIENT/TEAM MANAGER
CONTACT
Dudley, MA
************@*****.***
SUMMARY
Personable and dedicated customer service leader with extensive experience in the healthcare industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
SKILLS
PERFORMANCE COACHING
MOTIVATIONAL ABILITIES
CUSTOMER FOCUS
STAFF DEVELOPMENT
TEAM LEADERSHIP
CUSTOMER SERVICE
RELIABILITY
PROBLEM-SOLVING
ABILITIES
MS OFFICE
EXCELLENT
COMMUNICATION
TIME MANAGEMENT
COMPUTER SKILLS
ORGANIZATIONAL SKILLS
EPIC
EXPERIENCE
Bolder Healthcare/Cognizant Technical Solutions
Client/Team Manager – Call Center
03/2016-08/2024
Managed Call/Contact Center operations in a medical setting, overseeing inbound and outbound calls, predictive dialing, manual lists and campaign creation
Managed Client relationships for Self-Pay and Bad Debt projects
Assisted Director of Operations in managing the day-to-day operations or a diverse portfolio of up to 5 clients
Ensured the integrity and accuracy of data
Implemented proactive measures to maintain up-to-date client inventory and mitigate aging issues
Conducted client assessment and analysis to initiate research process
Respond to client requests via telephone and email
Managed the monthly submission of bad debt returned for a diverse range of patient categories, such as Medicare/Non-Medicare recipients and both inpatient/outpatient services
Created a positive work environment by setting clear expectations and providing resources necessary for success
Performed screening and interviewing or new hires along with conducting orientation
Supervised the work of Customer Service Supervisor, associates, and Insurance Department
Evaluated performance based on associates' productivity levels, auditing scores, attendance records and problem solving abilities
Answer associates questions regarding day to day Client processes and procedures or escalations
Managed payroll processing including handling time off requests
Assist associates with any technical or programming issues that arise
Ensured adherence to company policies, procedures, regulations and laws while maintaining an ethical workplace culture
EDUCATION
Salter College
2007-2008
Culinary Arts - Associates
Shepherd Hill Regional High
School
2003-2007
High School Diploma
3Gs Sports Bar
Bartenders – Part Time
03/2017-01/2018
Served each guest courteously and efficiently
Maintained full knowledge of beverage lists and promotions
Managed strict beverage control to minimize waste
Consistently used suggestive selling techniques
Kept facility compliant with health codes, sanitation requirements and license regulations
Closed out register and prepared cashier report. Whistling Train Saloon
Waitress – Part Time
07/2015-04/2016
Guided guests through menus while demonstrating thorough knowledge of the food, beverage and ingredients
Continually monitored dining rooms for seating availability, service, safety and well-being of guests
Addressed diner complaints with kitchen staff and served replacement menu items promptly
Assisted with bussing and restaging tables
Routinely supported other areas of the restaurant as requested, including answering telephones and completing financial transactions for other staff
Added special garnishes and other finishing touches to dishes prior to serving
Checked on guests to ensure satisfaction with each food course and beverages.
Bolder Healthcare Solutions
Customer Service Supervisor
06/2014-03/2016
Oversaw a team of 20-25 Customer Service Representatives
Managed total department call volume and drop rates per day
Researched complex problems and resolved issues in a timely manner
Completed documentation and logs each day and generated weekly reports detailing activities such as call stats, account production, talk times, after call times and pause times
Directed training of new team members and mentored each to promote productivity, accuracy and friendly service and support
Coordinated department schedules to maximize coverage during peak hours
Ensured superior customer experience by addressing customer concerns while demonstrating empathy and resolving problems on the spot
Handled all customer relations issues in a gracious manner and in accordance with company policies
Answered customer telephone calls promptly and in an appropriate manner. Bolder Healthcare Solutions
Customer Service Representative
06/2012-06/2014
High volume incoming/outgoing calls
Answered patient questions regarding billing, services, and explained insurance processing i.e deductible, coinsurance, copay
Deciphered patient disputes
Directed calls to appropriate individuals or departments. Holy Trinity Nursing and Rehab Center
Cook
06/2008-06/2012
Practiced safe food handling procedures at all times
Cooked and served food and meals in accordance with planned menus, diet plans, recipes, portions, temperature control procedures and facility policies
Planned, breakfast, lunch and dinner menus as well as special menus for in- house special events, holidays, and catering
Regularly interacted with residents to obtain feedback on product quality and service levels
Ensured personal safety, kitchen sanitation and proper food handling and storage
Maintained a skilled kitchen staff by properly coaching, counseling and disciplining employees.
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