Customer Service Manager
Resume:
Virginia C. Monroe
Smyrna, TN. 37015 *********.**********@*****.***
EXPERIENCED CUSTOMER SERVICE, RESOURCE, AND CALL CENTER MANAGEMENT PROFESSIONAL CUSTOMER FOCUSED RESOURCE MANAGEMENT PROCESS ANALYSIS PROCESS DEVELOPMENT HUMAN RESOURCES INNOVATING
PROFILE
Dedicated and thorough employee with a dependable track record of managing productive, metric meeting staff.
● Customer Service Manager with a foundation in strong leadership and team building skills
● Strong analytical skills in identifying trends and problems before they arise
● Advanced written and verbal communication skills
● Excellent coordination skills between departments to ensure company wide cohesiveness
● Strong customer service background with focus on ensuring complete customer satisfaction Employment
May 2018- Present Vantage Pointe Village Assisted Living Director of Business Operations and Human Resources
● Payroll- process for 90+ employees includes setting up direct deposit
● Move N-Resident Billing 90+ residents- includes printing statements, entering payments
● Set up ACH payment debits for residents monthly
● QuickBooks- entering invoices, credits, debits, printing vendor checks
● Paychex - Time keeping and payroll system
● Posting, recruiting, interview, onboarding new hires
● Process payroll for 90+ employees
● Process resident billing for 90+ residents
● Create, update and enforce Policies and Procedures
● Handle all HR issues including resident and employee
● Run month end reports for payroll,PTO Deposits, debits.
● All reporting sent to owner and investors
● Detailed in statement and benefits
● Transport residents to appointments as needed
● Assist with Resident personal needs
● Keep employees updated on continuous Relias training May 2018- Present Vantage Pointe Village Assisted Living Concierge
● Assisted Living Facility
● Greet guest and close interaction with residents.
● Onboard new hires including background check and scheduling drug test and immunizations
● Heavy call volume directing calls to appropriate department director.
● Interacting with residents family answering personal resident questions as well as making the family/resident feel comfortable during the transition
● Fix clock in errors for employees
● Assist department directors with assigned duties
● Appointment setting for employees and residents. Employment
January 2018- Present Parallel Education Substitute Teacher
● K-12 grades
● Mandated Reporter Training with the knowledge of determining possible a use or neglect
● Follow daily guidelines of program.
● Be innovative to keep class engaged with the day to day routine
● Stick to assignment while incorporating my own personality
● Be flexible per grade/age level
● Stay level on the individual's personality knowing everyone learns differently Employment
July 2014 - Present Home Detail - Consolidation- Furniture renewal Self Employed
Locally based position, creating community relationships to build a trustworthy dependable business. Responsibilities Include
● Working 1X1 with Customers to discuss needs
● Scheduling interviews with potential clients
● Set goals and timelines to accommodate client
● Organize and detail high end homes
● Available 24/7 for questions and/or special projects
● Refurbish damaged furniture for resale
Employment
May 2008 to July 2014 DME MAC Customer Service Supervisor CGS/Cigna CGS, based in Nashville, Tennessee, is a wholly owned subsidiary of Blue Cross Blue Shield of South Carolina. CGS contracts with the Centers for Medicare and Medicaid Services (CMS) to provide administrative services to Medicare stockholders including claims processing and customer service functions.
Responsible for day to day call center operations and managing a team of 25 direct reports. Responsibilities Include
● Collaboration with peers to establish appropriate staffing, reporting and other controls to manage the operation within government regulations
● Partner with internal recruiters to hire staff; including sourcing, interviewing and all on boarding activities
● Preparation of all reporting functions regarding work processes and metrics
● Ensuring direct reports exceeds customer expectations regarding all call center functions
● Collect and analyze call data to contribute to program called PRISM to assist development in Provider education materials
● Coach staff that fail to meet customer’s requirements
● Coach staff regarding career development
● Represent the company to our customer
Key Achievements
● Developed a program that offered 1 to 1 assistance to high volume callers
● Managed a customer satisfaction survey to develop Corrective Actions Plans to improve customer satisfaction
● Developed employee recognition program to be used throughout the company
● Placement on special projects and on various work groups Sep 2005 - April 2008 Customer Service Supervisor Kroll Background America Kroll Background America is a single-source solution for organizations all over the world seeking help in detecting potential risks in critical areas such as employment screening, extended workforce screening and institutional admissions.
Responsible for day to day call center operations and managing a team of 20 direct reports. Responsibilities Include
● Manage and resolve all incoming complaints from clients and applicants
● Coach staff regarding career development
● Evaluate employee performance in order to assess training needs
● Ensure direct reports meet metrics set by management
● Coach staff that fail to meet metrics
● Recruit internal and external candidates for employment Key Achievements
● Created soft and hard skill quality form for consistency with rating and feedback for employees
● Consistently met 3 to 5 day guarantee on all services
● Developed interview diagnostic questionnaire
● Coordinated weekly meetings with staff regarding productivity, current issues, and deliverables May 2001 – April 2005 Insurance Supervisor - Claims Analytical Team HealthSpring, Inc HealthSpring Inc, is a health insurance company whose primary focus is Medicare Advantage Plans. They are dedicated to improving the health of the communities they serve by delivering the highest quality and greatest value in health care benefits and services. Responsible for managing the newly developed Claims Analytical Team of 25 direct reports to monitor and guarantee claims were processed correctly.
Responsibilities Include
● Screening and interviewing candidates for the Claims Analytical Team as well as Customer Service and Claims
● Manage all Human Resources issues for direct reports
● Assist Claims Management in policy and procedure development
● Develop and analyze all production reporting
● Monitor daily aging work for all markets and states to ensure all claims were processed timely Key Achievements
● Processed aged claims for all states within 30 days or receipt and inquiries within 2 business days
● Partnered with appropriate departments to develop and maintain successful relationships with client groups
● New employee training
● Develop action improvement plans for employees not meeting performance standards Education
H.S. Diploma
Jo Byrns High School
Private Investigator # 00006193
Contact this candidate