Customer Service Manager

Brandy L Thomas

**** *. **** **. *****, OK ***** 918-***-**** *.**************@*****.***

Summary

Motivated, personable professional with multiple years of varied experience. Talent for quickly mastering varied tasks. Diplomatic and tactful with professionals and non-professionals at all levels. Accustomed to handling sensitive, confidential records. Demonstrated history of producing accurate, timely reports, coordinating successful performance plans for customer service agents and developing them into team leaders being Flexible and versatile as well as maintaining a sense of humor and poise under pressure. I thrive in deadline-driven environments, and recognized as a results-oriented and solution-focused individual

Skills Summary

oTraining and development

oReport Preparation

oWritten Correspondence

oGeneral Office Skills

oComputer Savvy

oCustomer Service

oFile/records maintenance

oScheduling

oMarketing & Sales

oFront-Office Operations

oProfessional Presentations

oManagement

oMicrosoft Office

oClient-focused

Employment History

Contact Center Supervisor

The University of Oklahoma CPM 06/24/2018 – Present

Supervise and evaluate the performance of Information Service Representatives; monitor skills, service

Delivery, and call tracking; coordinate work schedules and leave requests; assist in hiring decisions and

Processes; develop and disseminate information related to contact center operations. Assist Center Manager with human resource and payroll administration; development, implementation of policies and procedures; and with development and implementation of center goals and objectives.-monitor, identify and coach performance and quality service issues. Assist in coordinating and delivering initial and on-going training to improve ISR skills and service

delivery. Interface with University, department and state agency personnel to coordinate service delivery and

problem resolution. Maintain effective professional and team relationships that meet departmental core values

--perform other related duties as assigned

Epic ClinDoc Trainer

Optimum HIT 11/14/2017 – 03/29/2018

Conduct clinical software training classes of workforce as assigned based on credentialing competency.

Maintain training records in the learning management system, cornerstone. Complied with Network and departmental guidelines Develop and Implement training programs and materials to support users of Epic applications and clinical information systems. Deliver status reports and update in a timely manner throughout the project. Collaborated with project manager regarding the development of curriculum, training plans, teaching materials and tip sheets.

Customer Advocate II

Blue Cross Blue Shield/ HCSC 04/01/2013- 09/11/2017

7777 E 42nd Pl, Tulsa, OK 74145 918-***-****

Answer phone calls for Medical Providers and members. Provide pre-authorizations by setting up cases for the patient and providing answers for providers in a timely and efficient manner while providing great customer service. Duties include: collecting non-clinical data;; completing notification of cases, and pending designated cases and referral requests to for clinical review. Collaborated with leadership in learning modules for use in education sessions to new agents.

Assisted training on phone systems, customer service skills, policies and procedures, standards and performance criteria, productivity and quality and core workflows. Maintained active involvement with call center leadership to monitor phone calls and provide constructive feedback to optimize performance per phone call. Conducted quality call monitoring to provide constructive feedback. Coordinated with multiple levels of the organization to ensure all training needs are being performed and met to a suitable standard in order to achieve goals.

Kelly Services

Blue Cross Blue Shield 08/27/2012-03/30/2013

7777 E 42nd Pl, Tulsa, OK 74145 918-***-****

Answer phone calls for Medical Providers and members. Provide pre-authorizations by setting up cases for the patient and providing answers for providers in a timely and efficient manner while providing great customer service. Duties include: collecting non-clinical data;; completing notification of cases, and pending designated cases and referral requests to for clinical review.

rel

Customer Service Representative

Advantage Resourcing (City of Tulsa) 06/25/2012 - 08/24/2012

6009 S Mingo Rd Tulsa, Oklahoma 74146 918-***-****

Answers inbound customer service calls relating to new trash service system.

Light Production

Adecco (State Beauty Supply) 04/10/2012- 6/11/2012

2250 E 73rd St Ste 300, Tulsa Oklahoma 74136 918-***-****

Check in, inventory, and repackaging of merchandise.

Research, Verifications and Placement

Express Personnel Services (Tulsa Welding School) 01/05/2010- 04/01/2010

4920 S Lewis Ave Ste 100 Tulsa, Oklahoma 74105 918-***-****

Manage, setup, and maintain research data base and files. Communicate with possible employers. Contact and verify current and past employment of graduates and other duties as required

Sales and Counter Help

The Addison Group (Cox Communications) 10/11/2009- 12/08/2009

6120 S Yale Ave Ste 420, Tulsa 918-***-****

Receive payments and assist with equipment exchange. Received payment via cash, credit card, and check, closed and reconciled drawer nightly.

Inside Sales and Service Manager

Gabrielson Marketing /Call Tracker 08/11/2008- 12/01/2008

2488 E 81st St, Tulsa 918-***-****

Manage, setup, and maintain customer files. Communicate to the sales team unexpected increases or decreases in demand for products. Educate customers about terminology, features, and benefits of products in order to improve transactions. Identify trends in customer satisfaction or dissatisfaction. Alleviate issues for customers in a prompt and effective manner balancing company profit and customer satisfaction. Assist wner/manager with business aspects such as marketing, training and staffing, in addition to other duties as required

Customer Service Representative

Williams & Williams Auctioneers 06/18/2007- 08/06/2008

7120 S Lewis Ave Ste 200, Tulsa 918-***-****

Answers inbound sales and customer service calls relating to open houses, auctions, and general information about the auction process. Provide quality customer service through one-call resolution and establishing long-term customer relations. Educate our customers on the overall auction process, and strive to increase the number of bidders at auction. Accurately respond to questions regarding open houses, all auction programs, and the auction process. Assist customers with technical questions regarding authorize.net, realtor, and member registrations. Assist Operations Department to determine call types to provide a higher level of customer service. Assist Marketing by gathering information on how our customer’s heard about our business. Reception and front office duties. Administrative Duties for Commercial Customer Service Line and other duties as required

Tax Assistant

Express Personnel/Daniel, Willey & Read LLP 02/18/2007- 04/15/2007

4920 S Lewis Ave Ste 100 Tulsa 918-***-****

Tax preparation for personal, S-Corp, LLC and Trusts. Reconciling of brokerage and bank statements. General office functions and tax research.

Quality Assurance Specialist

Dish network / EchoStar 05/2004-09/2005

1950 E. 71st Street Tulsa, OK 74136 918-***-****

Served as Quality Assurance Specialist for a major call center with over 400 employees. Promoted to Quality Assurance Specialist after 2 months of serving as a customer service representative. Collaborated with Managers and coach leads as well as corporate entities to create strategic plans to enhance customer satisfaction. Provide employees with tools to maintain and increase service levels to both internal and external customers. Work closely with other departments to promote overall quality, clarify information, and distribute reports. Gather, analyze, and report daily/weekly/monthly quality and service statistics. Contributed to increasing membership by assisting in higher satisfaction ratings. Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new reporting procedures. Increased employee knowledge by assisting with development and implementation of product-awareness program. Enhanced employee performance through mentoring, one-on-one discussions, and motivational strategies. Received outstanding positive comments from team members, as well as exceptional feedback from senior management.

Education

Epic Clindoc Credentialed Trainer

11/2018

Tulsa Community College, Tulsa, Oklahoma

8/97-10/97 Patent Care Technician

Tulsa Job Corps, Tulsa, Oklahoma

1/97-7/97 GED/CNA

Del-City Sr. High School, Del City, Oklahoma

General Education

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