Customer Service Operations Manager

Alena M. Probber

Phone: 954-***-****

Email: ************@*****.***

Experience:

Premier Dental Products - Plymouth Meeting, PA - Operations Manager April 2022-Present

- Hire and recruit new employees as well as coach and discipline current employees through training and enforcing policies and procedures.

- Create and contribute to strategic plans and reviews in order to achieve operational objectives.

- Forecast and prepare annual budget, analyze variances and expenses, and initiate corrective actions in order to achieve financial objectives of the warehouse.

- Develop processes for receiving products, utilizing equipment, managing inventory and shipping products.

- Implement production and quality plans based around customer service standards and resolve problems and identify trends.

- Establish, follow and enforce safety standards and procedures in compliance with a healthy work environment and legal requirements.

Appen Butler Hill Inc - Kirkland, WA - Search Engine Evaluator/Quality Assurance Editor

January 2021-present

- Research and analyze web search engines including Google, Bing, and Yahoo.

- Determine the relevance, quality and usefulness of search engine results.

- Work independently or on team to gather, analyze and enhance search engine results.

- Use qualitative data to provide recommendations on optimizing search engine results.

- Present evaluation findings to the department along with recommendations and solutions

- Work on multiple tasks and projects and meet deadlines and maintain accuracy and quota based on clients’ guidelines.

Blades Direct-Coral Springs, FL – Customer Service Representative August 2017-March 2020

- Developed strong, proactive, customer-focused relationships with contractors to help drive demand.

- Responded to contractor and customer requests (phone, email, by answering questions, providing information, and presenting solutions to problems.

- Prepared bi-weekly reports by collecting and analyzing contractor and project information.

- Analyzed data to identify trends and flagged issues that could be addressed through process improvements.

- Wrote and formatted memos, letters, notes, and other documents. Inktel Contact Solutions - Tamarac, FL - Customer Experience Supervisor July 2015-May 2017

- Receive and place calls to customers to resolve issues regarding orders placed on our website.

- Provide world-class customer service by following through and providing amicable resolutions.

- Provide support to team and handle escalated calls that require supervisor assistance.

- Thoroughly document and submit requests to correct errors and provide superior documentation.

- Empathize with customers while still enforcing company policies and protocol.

- Meet and surpass quality and production

Nuance Communications - Burlington, MA - Medical Transcriptionist August 2008-December 2013

- Transcribe various operative notes, procedure notes, diagnostic reports and consultations for multitude of doctors and hospitals.

- Edit various operative notes, procedure notes, diagnostic reports and consultations for multiple doctors and hospitals.

- Attend and participate in various conference calls on a professional level.

- Perform superior level of quality audits on medical reports. Special Skills/Training/Awards

-Forklift Certification and OSHA Training and Certification Exp 7/2022

- Proficient in several software programs including Oracle, Microsoft Office Suite, QuickBooks Pro, Zendesk, Microsoft Office 2010 and Outlook, alpha and numeric data entry and medical transcription

- Knowledge of multiple domestic and international shipping websites, policies and procedures

- Delegate job duties, handle multiple phone lines, project management, inventory control, purchasing, balancing budget and promoting profit

- Managerial experience, end of day ledger and register balancing

- Certified Professional Coder and Biller – Allied Business School – June 2010

- Knowledge of multiple medical billing and coding programs including MEDISOFT, MEDARS

Education

September 1995-May 1999 –Saint Joseph’s University – Philadelphia, PA Veterans Scholarship

Contact this candidate