Customer Service Project Manager

Cell 925-***-****

E-mail *************@*******.***

Cindy Kawamura

Summary of qualifications

Flexible, energetic professional, with over 21 years of management experience in very intensive customer service industry. Demonstrated leader and motivator with precise communication skills. Abilities include:

Project Management Financial Responsibility

HR/Benefits Administration Recruiting, Hiring, Counseling

Customer Service Account Implementation

Computer Skills

Mainframe, TIME, FDA, E-Procurement, KPERS, Microsoft Office Suite, Front Page, Lotus Notes, Pharmacy Information Management Systems (ePIMS), Royal Blue (Help Desk Software), Intellidesk (Operator Software), Remedy, Greater Bay Bancorp (Banking Computer System)

Employment

July 2020 to Present Consultant Walnut Creek, CA

March 2019 to June 2020. Answernet. Willow Grove, PA

Director of Operations

Manage 3 call centers. Irwindale, Santa Rosa and Pittsburg. Responsible for all aspects of Operations and HR for approximately 75 agents.

June 2008 to 2016 Kaiser Permanente Oakland, CA

Regional Pharmacy Project Manager

Manages the implementation of multiple major system and non-system projects which affect members, Regional Offices and The Permanente Medical Group employees in Northern California and other regions. Forms and leads a multidisciplinary team including staff, other Kaiser Permanente personnel, outside suppliers, and contract consultants to define requirements, leading to specifications with ultimate delivery of solutions on-time and on-budget. Manages one or more business lines, which support operations, service and revenue. Specifically ePIMS – New regional software for the pharmacy and Intellicab a Hardware device which created more security and safety for the dispensing of medication to our members.

Pharmacy Service Supervisor

Supervise 8 Pharmacies of the East Bay Service Area. Support the Pharmacist Manager in the Monthly and Daily Scheduling of approx. 90 employees. Responsibilities include: Front Line Supervision, Budgets, Hiring, Training, Discipline, Supplies, Attendance (TIME) and Forecasting. Most recently acquired and purchased pharmacy signage to increase traffic flow and service for the 8 pharmacies. Also ordered all of the R & R requirements for next year. To increase Customer Service, ordered Business cards for Pharmacy Personnel to hand out with local Phone Numbers. Worked with the Union Leaders for our Local UBT teams. Worked with Netversant to resolve IT issues with our security equipment. Editor for the local Pharmacy Newsletter.

May 2007 to June 2008 DPMS, Inc San Ramon, CA

Operations – Project Manager

Reporting directly to the SVP of Operations, responsible for Training Support, Daily and Monthly Communications for a Start Up company, opening Dental Offices for Children on Medicaid.

Jan 2006 to May 2007 Kaiser Permanente Novato, CA

Administrative Services Supervisor

Reporting directly to the Area Pharmacy Director, responsible for all of the day-to-day administrative duties, calendar, meetings set up and notification, and reports. Manage 5 Senior Staff Assistants for the Marin Sonoma Region. Responsible for the hiring, training, and development of these individuals with the objective of meeting the goals set forth by our Pharmacy Leader.

2001 to 2005 C.A.R.S. Capital Factors, Inc. San Ramon, CA

VP, Operations Manager

Manage the Accounts Receivables, Funding, Collateral and Daily Operations for a National Finance Company.

Reviews and approves Loan Requests daily with a 120M Portfolio

Programmed the majority of the reports used for Management tracking

Was promoted from Customer Service Manager to VP of Operations Manager within 1 year.

2000 - 2001 Greater Bay Bancorp Palo Alto, CA

VP, Client Services Manager

Manage the Client Services Call Centers in Santa Clara and Santa Cruz. This includes monitoring ACD (Automated Call Detail) reports, Agent Retention, Training and Evaluations. Staff is responsible to answer calls from over 100,000 clients regarding account balances, transfers, stop payments and research requests. Ensures that Service Levels are being met.

Manage the Custom Banking dept. Ensures excellent Client Services and searches for innovative ways to improve the dept. Created an Access program to log and monitor Custom Banking Calls. Custom Banking officers handle calls from the top 1% of our high net worth clients.

Rolled out Internet Banking in June of 2001. Tested trained and created procedures to attain maximum client satisfaction with out Personal Internet Banking Product that includes Bill Payment.

Manage the Receptionists who answer over 30,000 calls per month. Researched and purchased the Intellidesk application to improve the service levels of our receptionists. This increased productivity by 30%.

1994-2000 Kaiser Permanente Livermore, CA

Help Desk Manager/Manager of PIMS Training

Managed the PIMS Help Desk (Pharmacy Information Management System). Responsible for supervising and training all analysts in troubleshooting hardware and software questions from Kaiser Pharmacies. Manage the Training Dept for PIMS Northern CA. Coordinated all class schedules, prepared release documents, and created new training materials.

Education

San Francisco State University SF, CA

BA in Psychology

Graduated Magna Cum Laude

Contact this candidate