Service Representative Call Center

Crystal Dixon

Shawnee, KS ***** • 913-***-**** • ********@*****.***

Program Management

Goal-oriented and profit-driven professional with a broad range of experience enhancing program KPIs by aligning operating procedures with contractual obligations to drive competitive advantage and bottom-line gains. Seeking part-time employment.

Key project liaison equipped with substantial expertise in re-engineering corporate policies/procedures to fulfill changing business requirements. Crisis management expert with a record of preparing for and effectively managing disruptive situations in program management to avoid negative impacts on business. Client relationship expert cultivating meaningful relationships with key decision makers, maintaining customer satisfaction. Identifies improvement opportunities and brings forward best practices to support study execution within the portfolio and across the broader organization.

Ability to build effective relationships, both internally and with healthcare clients, which will result in client references, adoption of additional services and high levels of retention and satisfaction.

Conducted successful program launches by developing and implementing a process that propels workflow for seamless patient/client centric inbound and outbound calls.

Proactively partners with cross functional counterparts and external vendors to address issues/concerns.

Area of Expertise

•Strategic Program Management

•Process Improvements

•Operations Management/Training

•SLA/Regulatory Compliance

•Change Management

•Quality Measures

•Public Speaking/Presentation Skills

•Process Redesign/Change Management

•Team Training/Building/Leadership

Career Overview

Program Manager, Complete Intake Center/Nursing Services (Mar 2015- Current), United BioSource Corporation (UBC)

Program Supervisor, Network Management (Mar 2010 to Mar 2015), United BioSource Corporation (UBC)

Collections/Telemarketing Supervisor (Oct 2008 to Mar 2010), The Kansas City Star

Operations Supervisor (Mar 2006 to Jun 2008), Time Warner Cable

Customer Service Lead (Jul 2001 to Mar 2006), Chrysler Financial, LLC.

Customer Service Representative (Jun 1995 – Jul 2001), Chrysler Financial, LLC.

Employment History

United BioSource Corporation (UBC) – Overland Park, KS (Mar 2010-Current)

A leading provider of pharmaceutical support services, partnering with life science companies to make medicine and medical products safer and more accessible. https://ubc.com/

Program Manager, Complete Intake Center and Nursing Services Call Center

2013. Ensured adherence to agreement terms/conditions with proper business management practices by performing detailed routine audits and periodic external reviews of the company's Home Health Agencies. Controlled a diverse range of day-to-day operations, including billing/invoice inquiries, home health coordination and patient enrollment processing. Strategized clinical staff functions to ensure regulatory compliance with state laws and nursing licensures principles. Analyzed current employees' performance and delivered appropriate training sessions to optimize productivity. Delivered strategic guidance to supervisory staff in minimizing employee performance management issues and enforcing corrective disciplinary actions. Initiated cross-functional collaboration with internal staff and senior leadership to examine operational team activities' compliance with defined strategies. Directed team efforts towards safety, health, and quality compliance with overall company and client policies as well as state regulations.

Experience leading remote teams of client relationship specialists and successfully driving initiatives to increase customer satisfaction and retention.

Maintain relationships with key client contacts that fosters an environment to drive client performance and minimize attrition.

Played a vital role in enhancing business initiatives for the programs by researching company-wide activities to evaluate project/operational issues and propose corrective action plans based on research findings.

Executed financial management best practices to effectively manage and allocate operational support budgets.

Increased accuracy and operational efficiency of faxed enrollment processing through the implementation of advanced process/procedures.

Met corporate mission goals by structuring effective operations plans for programs and services in close collaboration with the Operations leadership team.

Adopted recruitment and selection of best practices while conducting interviews with prospective employees to enlist top-notch talent.

Led a smooth flow of contract-related processes through reconciling adverse event and product concerns.

Program Supervisor, Network Management (Mar 2010 to Mar 2015)

Supervised the accreditation process to enable appropriate training, licensure, and credentialing of all Home Health Agencies within the company's network of nationwide providers. Conducted end-to-end inspection of the company’s national home health agency network, including monitoring compliance of network, vendor invoicing, and revenue. Evaluated and defined department goals to manage and utilize section budgets accordingly. Communicated information and formulated operational strategies while serving as a key liaison for major projects and initiatives.

Resolved provider and member issues in coordination with multidisciplinary staff related to internal audit, legal, and operations management.

Maintained the quality of services while overseeing and spearheading the company's network management and invoicing team operations.

Built and fostered long-term business relationships with internal and external partners.

The Kansas City Star – Kansas City, MO Oct 2008 to Mar 2010

Deliver high-quality local journalism to every community they serve, with deeper coverage and more original content than anyone else. https://www.mcclatchy.com/

Collections/Telemarketing Supervisor

Managed financial records in alignment with defined internal policies/procedures and regulatory requirements. Led overall aspects of inbound/outbound call centers, including agents' recruitment and process enhancement recommendations.

Boosted team performance by delivering exceptional training and mentoring sessions to achieve set targets.

Improved telemarketing and telesales functions through the integration of new leads/data.

Time Warner Cable – Kansas City, MO Mar 2006 to Jun 2008

The second-largest cable company in the United States by revenue behind only Comcast, operating in 29 states.

Operations Supervisor

Spearheaded daily operations of the company's 24/7 inbound/outbound Billing/Technical Support Contact Center. Guided teams in retaining customers through positive relationship building, eliminating escalations, probing techniques to overcome objectives, and save/upgrade customers.

Established and fostered a continuous learning environment to enable employees to enhance their skillset.

Optimized troubleshooting process for technical problems through the implementation of preventive maintenance processes for systems.

Chrysler Financial, LLC. – Overland Park, KS Jun 1995 to Mar 2006

The Full-Service finance provider for Chrysler Group LLC and its dealers; direct-to-consumer lending solutions; plus fleet, lease, floorplan, and business lending solutions. https://chryslercapital.com/

Customer Service

Scheduled and prioritized Call Center staff activities with end-to-end management of collections and customer service. Engaged staff in maintaining filing system, reviewing collection objectives and strategy, and creating repayment schedules with debtors. Liaised with a legal advisor to obtain recommendations regarding all charge off accounts processing.

Captured improvement opportunities for service products and systems to achieve organizational objectives.

Revitalized company policies/procedures in accordance with rapidly changing business requirements.

Led business to new heights in profitability through the minimization of loss exposure.

Education & Credentials

MHA (2017)

Webster University - Kansas City MO

MBA (2016)

Baker University - Overland Park KS

BSM (2013)

Baker University - Overland Park KS

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