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Customer Service Manager

Location:
Newark, NJ
Posted:
December 19, 2019

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Resume:

ROSALEE DUFF

** **** **. ******, ** ***** * 862-***-***** ada30p@r.postjobfree.com

Objective

To obtain a position within a company that will utilize my skills and provide adequate advancement possibilities and a secure future. Self-motivated, reliable, dedicated individual with over 20 years of managerial experience a positive attitude and high energy. Capable of handling multiple tasks under pressure. Excellent reputation with customers as a competent and helpful professional. Medical Scheduler & Biller, Sierra Health, Bloomfield NJ. August 2018 – August 2019 (1 year)

• Prioritize a high volume of calls from patients to schedule medical testing procedures.

• Requested verification or clarification of procedures to be scheduled.

• Verified insurance eligibility, including any prior authorizations needed for procedures.

• Confirmed copayments and deductibles.

• Requested diagnosis codes, member ID#s and NPI#s for prescriptions or insurance from physicians.

• Medical clearance information requested, which included history, physical and visit notes to expedite approval of procedures.

• Notification of critical, abnormal or stat Labs, blood cultures, or urinalysis to insurance companies to follow up on approval of emergency procedures.

• HIPPA policy awareness

• Medical terminology familiarity – COT codes and ICD codes. Phone Operator, Big Messages 24 Hr Call Center, West Caldwell NJ April 2018 – December 2018 (8 months)

• Prioritize a high volume of calls from medical professionals, including hospitalists, private practice doctors nurses, physician assistants, midwifes, case managers, imaging/ultrasound/radiology technicians, physical and speech therapists, dieticians,, pharmacies, nursing homes, rehabilitation facility, hospice, funeral homes and patients with emergency requests.

• Requested verification or clarification of new and existing orders.

• Manage on call schedules and lists.

• Request referrals and diagnosis codes for specialists, tests, procedures, and surgeries.

• Processed medical consult and newborn notifications.

• Confirmed prior authorization for prescriptions and emergency narcotic authorizations.

• Requested diagnosis codes, member ID#s and NPI#s for prescriptions or insurance.

• Medical clearance information requested, which included history, physical and visit notes

• Electronic Death Registration System reminders to doctors for electronic signatures to confirm death certificates.

• Reminders to doors for reconciliation of patient charts and medicine reconciliation for discharge of patients.

• Notification of critical, abnormal or stat Labs, blood cultures, or urinalysis

• HIPPA policy awareness

• Medical terminology familiarity

2

Customer Service Advisor, Kason Corporation, Millburn NJ February, 2018 — March, 2018 (1 month)

• This was a temporary position, with an expected term of 6 - 8 weeks that was completed within 4 weeks resulting in admiration and praise from managers for my superior project and time management abilities, team building direction, as well as my aptitude in quickly learning every aspect of each computer system

• Created training manuals for all new hires after learning all office aspects of this machinery company which included but were not limited to order entry, EDI, invoicing, reception, logistics, and product information allowing for new hires to learn and immediately use the knowledge provided to act as seasoned representatives

• Manuals included instructions and visual aids to access specific online customer portals to simplify and ensure fast, efficient customer communications resulting in one call resolution of issues

• During my evaluation, policies were put in place that allowed the company to cut costs that exceeded expectations

Account Manager & Multi-Unit Customer Service Performance Food Group, Elizabeth NJ April, 2015 — December, 2017 (2 years 8 months)

• Primary Account management for 150 Quick Chek locations, 500 Focus Brands accounts which include Carvel, Auntie Anne's, & Cinnabon, 30 Shake Shack locations, and a large volume of other multi-unit accounts including Compass and Sodexo units

• Reviewed all Order entry, billing and credit authorizations and maintained customer price tiers

• Handled large volume of incoming calls, estimated ship arrival, and initial orders

• Prepared all Opening orders and shipping request forms for new store opening

• Represented company at store openings across the tri-state area

• Monitored and scheduled all cross-docks deliveries along with scheduling all expedited deliveries

• Coordinated all OPCO and sister company transfers as well as allocated inventory to all accounts

• Vendor contact for price deviations and expedited delivery of inventory

• Coordinated all limited time offers and distros for all Quick Chek & Shake Shack locations

• Provided list of late produce orders to produce department and notified and allocated all produce, fresh seafood and custom cut meat orders

Customer Service Director J&K Ingredients, Inc., Paterson NJ January, 2007 — January, 2014 (7 years)

• Dealings with high profile nationwide bakeries

• Examples- Sara Lee, Entemanns, Flowers Baking Company, Bimbo bakeries, La Tortilla Factory, Wegmans, A&P, Whole Foods Markets, Damascus Bakeries, and Kontos Foods

• Provided referrals to Baking ingredient distributors

• Examples- Dawn Food Products, Bakemark, and Sidco

• Supervised twenty people in various departments

• Monitored MSDS, Specification Sheets, Certificate of Analysis, Allergen forms, and 100g Nutritional analysis

• Negotiated freight rates for LTL, truckload, airfreight, LCL and FCL shipments 3

• Reviewed Freight bills for accuracy and authorized payment

• Prepared export documents for international shipments

• Order entry, billing and credits authorizations

• Maintained customer price tiers

• Handled large volume of incoming calls, estimated ship arrival, and initial orders

• Prepared all shipping documents

• Processed return authorizations

• Represented company in monthly sales meetings

• Familiar with AIB inspections, NJDSS and FDA

• Applied for NJDSS license and Certificates of Free Sale

• Created & updated account in ICIX International Document exchange system, and various other online document exchanges

• Handled Collections on past due accounts and authorized collection agencies

• Responsible for office supply ordering and payment

• Increased efficiency in ordering and invoicing after implementation of monitored reports for salespeople

Customer Service Manager & Coordinator Collezione Europa USA, Inc., Englewood NJ January, 2000 — January, 2006 (6 years)

• Customer Service Manager, Customer Service Coordinator / Allocation Specialist

• Dealings with major retailers

• Examples- Horchow /Neiman Marcus, Target Direct, Touch of Class catalog, Levitz, and Total Wine & More

• Supervised fifteen-person department

• Approved and initiated credits to wholesale client accounts and monitored credit lines

• Prepared export documents for international shipments

• Handled large volume of incoming calls, requesting damages claims, estimated ship arrival, and initial orders

• Monitored ACD call Center

• Data entry for orders, pricelists updates, and created new skus

• Proficient in AS400 operating system

• Responsible for release and shipping of merchandise nationwide & internationally

• Liaison between clients, sales force and credit department to review credit lines

• Handled and monitored, large volume of incoming calls on ACD call center system, and represented company to sales representatives

• Contacted LTL and truckload carriers, on a daily basis, to advise accounts of estimated direct container deliveries and warehouse order arrivals

• Contacted LTL and truckload carriers, on a daily basis, to advise accounts of estimated direct container deliveries and warehouse order arrivals

• Processed return authorizations while EDI orders were Confirmed, acknowledged, and verified Customer Service Assistant Manager Room Plus Furniture, Paterson NJ January, 1996 — January, 2000 (4 years)

• Scheduled service calls for damaged furniture

4

• Routed and dispatched service technicians throughout the Tristate area

• Issued gift certificates to customers

• Managed lunch & vacation scheduling and discount approvals

• Confirmed customer delivery timeframes to customer and with delivery services

• Processed refunds to consumer clients

• Handled large volume of incoming calls

• Processed credit card payments before delivery

• Helped customers receive financing through various factoring companies

• Worked with GERS system.

Education

Rets Business Institute, Nutley, NJ

Business Operations, September, 1996 — July, 1997

Degree date: 1997

References

Jan West - Performance Food Group / 201-***-****

Karen Cirasulo Collezione Europa / 908-***-****

Tim Connors - Collezione Europa / 301-***-****



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