Customer Service Call Center

Deborah Southerland

Customer Service Manager; Team Lead; Operations Manager;

Business Owner; Case Manager

Lawrenceville, GA 30043

*****************@*****.***

678-***-**** *Please text to

reach me*

Cumulative total of eighteen years ownership of two call centers (one dedicated medical) managed/operated both call centers simultaneously. Never lost a client at either call center due to poor customer service. Handle profit and loss, HR responsibility for both call centers, and payroll simultaneously. Seven years' experience managing physician practices. Champion excellence in customer service for seventeen plus years in medical. Experience in a 21 multi- specialty physician clinic working in every facet of the clinic: lab x-ray, performing physical exam testing, business office, insurance/collections department, switchboard, transcription, reception. Versed in medical terminology, medical procedures, medications, and claims coding. Twenty years' experience in Customer Service Management. Twenty-five years' experience in Healthcare. Vendor relationship management for 250 Outsource fingerprint network locations throughout the United States and Puerto Rico. Never lost any Vendor partners during my tenure there. Manage all interactions with clients, applicants, facility owners, internal and external employees. Provided outstanding customer service at Lexus Dealership. Authorized to work in the US for any employer

Work Experience

Workers Comp and Motor Vehicle Case Manager

FFAM – Peachtree Corners, Georgia

May 2021 to Present

Work claims to closure. Call and gather information from patient, attorney, insurance company and enter into database. Research account for filing errors and correct as needed. Follow-up with various carriers, attorneys until claim is paid in full. Answer inbound calls from patient, insurance company or attorney and assist as needed. Home Renovator

Business Owner - Alabama, Georgia

Jan 2021 to June 2019

Purchased homes, remodeled, renovated, landscaped and sold property. Leased property to tenants, renovated property for future sales.

Behavioral Health Telephonic Team; Team Lead

Optum - UBH - Atlanta, GA

July 2015 to June 2019

Support staff by answering questions, Resolve escalated supervisor calls and issues. Handle escalated tickets in Salesforce, enter Authorizations and communicate with Claims for resolution of overturn appeals, and payment of claims; Answer inbound calls when team is unable to keep up with traffic. Benefits

Administrator Morneau

Shepell - Atlanta, GA June

2014 to July 2015

Provide Billing, Enrollment of Insurance assistance to member, follow-up as needed for Health Republic Insurance of New York, Offer suggestions or ideas for process improvement or cost savings ideas Account (Vendor) Manager/Customer Service

First Advantage - Norcross, GA

September 2009 to January 2012

Vendor Manager for Nationwide Outsourced Fingerprint Locations (250) to resolve any issues needed between them and others, Research cost and order PC's, scanners for Outsourced Fingerprint locations, Order supplies for Fingerprint - Norcross location, Saved FADV $97K by researching/locating other vendors to purchase PC's from then back to regular vendor for price match, Research and problem solve/streamline processes - Implement processes for Fingerprint vendors. Southerland, Deborah K pp2

Employment continued -

Professional Consultant

Reuters Research, Inc - Detroit, MI

May 2008 to September 2009

Consulting services in Medical, Call Center, and Start-Up Business Services performed via Group setting or individual consulting.

Customer Service Reception

Hennessy Lexus of Atlanta - Atlanta, GA

September 2005 to May 2008

* Lexus Certified

* Innovation Awards for enhanced customer service with Five innovation ideas implemented while there.

Customer Service/Quality Assurance

Advantage Services - Duluth, GA

August 2003 to September 2006

* Cross-trained in all positions within office

* Background screening of applicants for pre-employment, search databases for pertinent information for report, data entry into report format for client, Quality Assurance administration for final reports and customer service for clients.

Operations Manager, Co-Owner

Professional Communication Services - Huntsville, AL April 1994 to January 2003

Managed Day to Day Operations of Medical Call Center, Built Business from Start-up and had sole responsibility for profit and loss of company, Excellence in customer service with no loss of client due to poor customer service, HR responsibilities, Hiring/Firing, payroll, collections, sales, billing, all major goals were achieved one year ahead of schedule, All contracts and interactions with vendors, Problem solving, researching, escalations, customer service, Equipment monitoring, call traffic, control, maintenance, Employee scheduling, benefits, employee manual, Paid of start-up loan in 4 years from begining of business.

Operations Director

Tel-Exec Communications - Arab, AL

April 1993 to January 2003

Call Center Director, Owner

* All of the above responsibilities as listed under Professional Communication Services

Classes in Business Administration Gwinnett Technical College - Lawrenceville, GA Calhoun Community College - Huntsville, AL

September 1991 to May 1993 3.9/4.0

Southerland, Deborah K pp3

Skills

• Payroll

• Accounts Payable

• Account Management

• Accounts Receivable

• Operations Management

Business Administration

Practice Manager

• Workers Compensation and

Motor Vehicle Case

Manager

• Research Analyst

• Call Center Owner

• Vendor Relationship

Manager

• Case Manager

• Home Renovations

Certifications

January 2006 to January 2008 – LEXUS CERTIFIED

As new cars come out, each Lexus employee is required to study the positive features about the car(s) and take a test. In order to be Lexus Certified an 80 or above must be scored on each model of car or SUV on the test. This is what being "Lexus Certified" means.

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