Sharon Bishop

HAGERSTOWN, MD 240-***-****

adm89u@r.postjobfree.com

CLIENT SERVICES LEADER

A results-oriented professional with over twenty-five years of knowledge and experience in the Customer Service Industry, I have strong management skills that enhance my ability to achieve results against budget and within scope to meet customer needs and company goals. I am a self-motivated, independent thinker who works well in a team environment and within established guidelines.

AREAS OF EXPERTISE

Leadership skills Cost Control Commercially aware

Forward planning Communication skills Time management

EXPERIENCE

MED EXPRESS/UNITED HEALTH GROUP – HAGERSTOWN MD 2017-present

CLINICAL OPERATIONS MANAGER

Manage and develop 20 front office and clinical staff members

Develop/implement processes and programs to shape working relationships with internal and/or external customers

Monitor clinical performance metrics (e.g., MEM; quality metrics) to ensure internal and/or external customer and contract obligations are being met

Demonstrate understanding of various operational performance metrics (e.g., medical expense; return on investment; profit and loss; cost targets)

Plan/implement corrective actions/solutions to address operational issues and concerns -Analyze relevant information (e.g., press daily surveys; trends; market needs) to identify potential new programs and services

Examine relevant information (e.g., CMS cost reports) to determine whether to expand services into new markets

Create/provide input into proposals for developing new programs/services or expanding existing programs/services

Work with internal partners to determine needed resources and steps (e.g., identify partners; determine ROI; identify staffing needs; create program content) for developing new program/services or expanding existing programs/services

Set/review/modify/provide input into strategic objectives for applicable clinical operations

CARTER LUMBER – HAGERSTOWN MARYLAND 2016-2017

OFFICE MANAGER

Manage and develop a team of office coordinators taking incoming service calls

Schedule and confirm delivery dates for all orders

Schedule meeting and appointments for leadership team

Recruit, interview and select candidates for new hire

Prepare paperwork for new hires and terminations

Identify and organize training programs for staff

Manage performance including evaluations and feedback

Build relationships with team members, peers, management staff, business

Maintain employee personal files along with attendance records

Prepare expense reports, maintain bookkeeping system through monthly financial records

Follow up on overdue accounts and perform account reconciliation

SHARON BISHOP 240-***-**** PAGE TWO

WELLS FARGO – FREDERICK MARYLAND 2014-2016

QUALITY ASSURANCE ANALYST 4

Completed risk assessments for new test scripts

Identify risk and gaps with in default and communicate testing results with business partners

Interview and select candidates for new hire

Build relationships with team members, peers, management staff, business unit’s

Complete second level review process for compliance testing

Assist manager with training and course development

Participated in policy and procedure rewrites

Coach and provide feedback through second level review process

WELLS FARGO – FREDERICK MARYLAND 2010-2014

COMPLIANCE MANAGER

Manage and develop team of quality analyst

Managed Risked Based and Pilot Testing team in Frederick

Completed risk assessments for all new test scripts for Risk Based and Pilot Testing

Identify risk and gaps within Default and communicate testing results with business partners

Recruit, interview and select candidates for new hire

Built relationships with team members, peers, management staff, business units

Managed foreclosure testing remediation project in Frederick

Handle day to day operational needs

Coach and provide feedback through monthly and annual reviews

ADDITIONAL RELEVANT EXPERIENCE

MEDS PUBLISHING – LAUREL MD, CUSTOMER SERVICE MANAGER 2007-2009

JP MORGAN CHASE- FREDERICK MD- HR SENIOR RECRUITER, CORRESPONDENCE, 1999-2007

CUSTOMER SERVICE TEAM MANAGER

EDUCATION

FREDERICK COMMUNITY COLLEGE – FREDERICK MD 1990- 1992

LINGANORE HIGH SCHOOL- FREDERICK MD 1986-1990

Contact this candidate