Customer Service Call Center

Stephanie Reynolds

*** ******** ***

Salem, VA **153

Cellular 540-***-****

adyaiq@r.postjobfree.com

Summary

• Manager with strong organizational skills, project oriented, and the ability to work effectively under pressure and stress. Identify problems/needs and initiate effective solutions.

• Promote working environment/procedures conducive to improving productivity, increasing efficiency, enhancing quality, and strengthening financial results.

• Motivated to work efficiently in a busy environment, handling many tasks simultaneously; able to prioritize workload and multi-task. Consistently "get the job done" and exceed expectations.

• Effective communication/interpersonal skills and a team player; interact positively with a wide range of people, and establish relationships based on respect. Generate spirit of enthusiasm in personnel, prompting ready implementation of recommended processes.

• Computer proficiency on Windows platforms (3.11, 95/98/2000/7, Vista, Window's 7,8, and 10) includes Microsoft Word, Excel, Outlook, Outlook Express, PowerPoint, Internet communications, research, and File Manager.

Experience

Center Manager III- MedExpress Urgent Care 2012-Present

Christiansburg, Hollins & Salem, VA

Oversee the entire operations of multi- medical facilities

Trained and on boarded new Practice Manager's, and acted as a mentor once training was complete

Managing and directing the work of all employees

Responsible for the termination of non-physician staff

Recruiting, selecting, and training non-physician staff

Identifies, recommends, and implements practice needs, staffing, services, equipment, and facilities

Verifying and uploading Clinical Licensure including Controlled Substance Licenses of Provider Staff

Invoice Management

Processed and Managed claims through Athena Health with direction of our Revenue Cycle

Independent performance review of all support staff

Managed multiple locations and staff at one time

Maintain overhead and collection percentages within best practice of industry standards

Manage practice with budgetary guidelines

Responsible for executing projects/changes as directed by Optum

Handle all Marketing for the center's and establish positive relationships with the community

Ensure staff and Provider's follow all Compliance Standards and HIPAA Standards

Review Press Ganey Comments and execute service recovery

Assist the Provider in their Credentialing process

Responsible for payroll of all staff and Provider's through Kronos.

Medical Supply ordering through Henry Schein and Medline.

Increased volume in both locations. Christiansburg went from a patient average of 40 to 100 plus patient center volume in 1-year.

Director of Call Center Operations-NationsLine. 2006 -2012

Roanoke, VA

Oversee call center operations, marketing, advertising, and sales. Supervised four direct managers including call center representatives, office personnel, sales associates, and all other consultants that ranged in 300 employees. Managed a 35-state customer-based sales territory while maintaining consistent high levels of sales performance and customer satisfaction. When initially hired we were in 5- states and I increased our sales platform wide to the 35-state territory. I handled the direct scheduling of the support staff as well as the management staff. I posted all ads for hiring and handled the interview process.

Equally skilled in business planning, financial analysis (budgeting overhead expense), goal setting, and directing day-to-day operations to achieve objectives.

Reputation for ability to influence, motivate and lead people - staff, customers, vendors - through effective communication and personal interaction skills.

Communicated regularly with management to keep abreast and gather input of new & existing customer base, logistics, billing information, product information, business needs, policies, goals, and planning. Extensive sales management and training experience.

Operations Support Manager - NationsLine, Roanoke, VA 2000 - 2006

Direct Manager for staff of _85_ Customer Support professionals ensuring accuracy in order processing, quality customer service, professional demeanor, and proficiency with technology. The Departments currently being managed are Maintenance, Customer Care, Order Processing and Provisioning.

Provided team leadership to accomplish department goals and monitor workflow.

Supervised order management, customer relations, chargeback resolution and collections, reducing redundant paperwork and approvals by half.

Maintained standard Human Resource policies and procedures for the company.

Proven performer with demonstrated ability to gain account loyalty and win preferential treatment for products, increasing the quality of employee communications.

Scheduled regular training for staff to increase product knowledge, enabling better service to customers and vendors. Other workshops covered topics such as effective listening/speaking skills, problem resolution, techniques in professional customer service, etc.

Experience

Customer Care /& Sales Manager - Magnets USA. Roanoke, VA 1999 - 2000

Performed all aspects of customer service and satisfaction, including answering busy multi-line phone system, coordinating special promotions, and providing detailed information for various products.

Handled inbound sales duties, such as taking, processing, and filling orders. Also coordinated troubleshooting and provided support to supervisors. Resolved billing questions and disputes, made customer call-backs / follow-ups, and performed data entry.

Issued return authorizations and processed credits and rebills to resolve shipping discrepancies and invoicing errors.

Education

H.S., General Studies, 1995

William Byrd High School, Vinton, VA

Howard University, Washington, DC 1995-1999

Skills

Very proficient in many systems-Access, Teams, EMR, Outlook Express, Excel, Power Point, and EDI ordering systems, GUI referred to as LSI application. Knowledge of frame relays, PBX/T1 Dedicated & VOIP services. In addition, experience with Line Number Portability and Facility Based Service & Features.

Handle processes on the CLEC ordering side and the process of pulling Customer Service Records to determine USOCS & ISOCS being used was rate sufficient with the tariff rates regulated by FCC and ILEC (Verizon).

Answer formal complaints in writing to the Better Business Bureau, FBI, Public Utilities Commission, BPU, Department of Justice, Homeland Security, and the DEA.

Forecast for the department to prepare for call flow to meet abandon rate goals.

Handled the ordering for CLEC-to-CLEC services, for Residential and Commercial customer services.

Maintain HIPAA Standards, Medicare, and Medicaid Billing. Performed walk through and site visit with Virginia Premier and Medicare.

Certifications

Business Administrations - Potomac Job Corps, Washington, DC, 1995 - 1997. I have business certifications through an internship for the DOL and the Justice Department. Handled various business-related tasks.

I have a certification in Human Resource regarding policies and labor law, as well as training and qualifications in social skills.

Phone etiquette and customer service skills training in house from previous employer. Along with 8-hour seminars held in house on being effective in an upper management position.

DOT and NON-DOT Certified for UDS and BAT Collection 4/9/2012

CardioChek Certified 8/2014

Employer Advisory Boards: Miller Motte Technical College, Goodwill Industries, Roanoke City Schools, and ITT Technical Institute.

CPR Certified American Red Cross

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