Customer Service Manager

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JAMIE D BROWN

**********@***.*** / H: 301-***-****

**** ******* ****** ***** ******, MD 21144

KEY SKILLS

• Storytelling, Databasics, Alta, Learning Management Systems, ZOLL Training (R series/ACLS), Lectora,

Ultipro, and HR Acuity. Knowledge of Human

Resources Information Systems.

• Administrative functions

• Adobe

• Benefits

• Budget

• Program Analysis

• Excellent customer service

• Advanced Leadership & Management

• File management

• Human Resources

• Information Systems

• Excel

• PowerPoint

• SharePoint

• Microsoft Word

• Planning & Organizational Development

• Payroll

• Policy development

• Quality assurance

• Security Clearance

• Information Technology Systems

• Compliance & Collaboration

EXPERIENCE

Training and Development Specialist / Veterans Administration – Glen Burnie, Md. 4/16/2020 to present, 40 hours/week

• Ongoing Learning

• Leadership/Management Skills

• Policy Development

• Training

• Patient Advocate

• Customer Service

• Maintained records of financial transactions

• Tracked and ensured all training requirements

• Provided organizational development and human resources training

• Provided Patient teaching & Education

• Led Strategic Planning

• Led strategic planning and execution of user assistance documentation, product training and self-support for knowledge solutions, including curriculum development, materials and presentations

• Trained and developed departmental employees on software systems, platforms, health and safety regulations, courier protocols, inventory tracking system and database manager operations

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HR/Training Coordinator / Defense Health Agency - Suitland, Md. Tierney Spicer 240-***-****, may be contacted. 10/2016 – 04/26/2020, 40 hours/week

• Helped with administering budgets, preparing facilities and organizing equipment.

• Procuring $11,000 in supplies and improving treatment capabilities.

• Led strategic planning and execution of user assistance documentation, product training and self-support for knowledge solutions, including curriculum development, materials and presentations.

• Planned, implemented, and conducted training for Battlefield Acupuncture Certification at Andrews AFB and traveled to other facilities.

• Achieved 98% patient satisfaction after reviewing 300 surveys, assessing service delivery and addressing customer concerns.

• Arranged travel and accommodations for trainers and participants.

• Trained up to 200 students annually.

• Trained and developed departmental employees on software systems, platforms, health and safety regulations, courier protocols, inventory tracking system and database manager operations.

• Directed strategic planning and implementation of user assistance documentation, product training and self- support for knowledge solutions, including curriculum development, materials and presentations.

• Achieved 20% increase in clinic access through careful planning and orchestration by revising, scheduling in CHCS and revamping provider templates.

• Maintained records of financial transactions and submitted required reports monthly with 100% accuracy.

• Tracked and ensured all training requirements were met by the assigned date.

• Managed administrative functions and general tasks supporting the Personnel Officer.

• Executed standard telephone procedures and customer service etiquette.

• Prepared, processed, and/or distributed various evaluations, awards, status adjustments, data/information requests, and key organizational reports.

• Effectively maintained 100% accountability of all sensitive items and equipment valued in excess of over $30,000.

• Coordinated training for more than 200 staff members and managed company events 20% under budget annually.

• Created a database that ended up being utilized by other organizations due to the effective tracking that this database provided.

• Maintain an extensive knowledge on the different patient services including Uniformed Services Health Benefits Program (USHBP), Tricare Active Duty, Tricare Prime, TRICARE for Life, Medicare A, B, C, D, and Medicaid.

• Maintained Department of Defense (DOD) cost effective, holistic healthcare with war and peace time relevance through clinical excellence, scientific validation, and educational partnership.

• Designed and developed blended learning solutions that achieved the knowledge, skills, and behavioral changes needed to meet business goals.

• Provided organizational development and human resources training in diversity, sexual harassment to line staff and management.

• Developed and implemented organizational development policies and programs to create a positive organizational climate and improved employee morale and job satisfaction.

• Managed payroll and all orders of all supplies needed for unit.

• Identified and corrected travel claim discrepancies, resulting in hundreds of dollars in cost savings and dramatically improved quality assurance.

• Delivered excellent customer service to more than 80 personnel with new employee orientations, benefits, payroll, retirements, separations, and promotions.

• Prepared and reviewed military personnel actions to include but not limited to Noncommissioned Evaluation Reports and Officer Evaluation Reports; prepared, reviewed, implemented or disseminated policies, which improved the clinics operations.

• Managed a team of 5 staff members to reach established goals, which improved the timeliness and effective processing of personnel actions with a 95% success rate.

• Managed a broad range of HR functions including payroll administration (40+ employees), benefits/401 (k) enrollment and administration, HRIS administration, personnel file management, HR policy development, and new hire orientations.

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EDUCATION AND TRAINING

Bowie State University

Masters of Arts: Human Resource Development 4.0

Penn State University

Bachelors of Science (HDFS) 3.85

CPR and First Aid Instructor (10+ years), USAF Emergent Leader Course Certificate, AF Lean Green Belt Certification

INTERESTS

Community Services and Extracurricular Activities: Board President of LDA of Maryland, National Board Member

(LDAMD), Member of Decoding Dyslexia of MD, Volunteer of National PTA, Volunteer for the Arc of PG, Project REACH and Justice Committee of LDA America.

AWARDS

• 11th MDG CATEGORY I QUARTER CIVILIAN AWARD CIV CAT I of the 4th Quarter 2018 DEPARTMENT OF DEFENSE NATIONAL CAPITAL AREA PUBLIC SERVICE (DOD National Capital Region "Spirit of Service" Award") GOVERNOR'S CITATION AWARD

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