Call Center Customer Service
Resume:
Jenny Sullivan
Kansas City Hospice & Palliative Care: Intake Manager/Merger Facilitator
Overland Park, KS 66223
********.*****@*****.***
In this role I contributed to the merger of two organizations, including personnel, software, processes, procedures and locations, while maintaining organizational census growth. My personnel reports included Admission Nurses, Intake Specialists, Schedulers, DME Division and Clerical pool. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Intake Manager
Kansas City Hospice and Palliative Care - Kansas City, MO July 2016 to January 2018
My roll in this position was to manage all aspects of the Intake Process while the organization was going through a merger. I interacted daily with customers both within and outside of the organization. My direct reports were Intake Specialists, Admission Nurses, Marketing Staff, DME staff and clerical support. I'm proud of the work accomplished with KCHPC. The merger is complete and the blended staff maintained high quality scores and patient census while growing the business during the most difficult segment of the merging process.
Assistant Administrator of the Vestibular Audiology Program Associated Audiologists - Overland Park, KS
March 2016 to July 2016
The core purpose of this position was to support the Vestibular Audiology program including, though not limited to the Doctors, Patients, Providers, Insurance Providers, Care Support and Family Members. I was the singular recipient of all vestibular patient referrals to be contacted and scheduled for three locations. I handle all cancellations, reschedules, insurance verification, and dictation of reports as well as distribution. I embraced what was working and re-worked procedures that were not effective, timely or logical. A good example of this is learning the software at a root level and retraining the staff on how to use the software in the most productive way. The result took a 20 minute Intake process down to an 8 to 11 minute process - depending upon the patient's insurance company. I was equally proactive in contacting physician offices and scheduling meetings with my audiologists for the purpose of introduction, education of our practice, relationship building and ultimately creating new referral streams. Business Development Specialist
City Wide Maintenance - Lenexa, KS
September 2015 to November 2015
Establish new business relationships for the purpose of opening new accounts. I accomplished this through extensive prospecting and phone calls. I set appointments for my associates to meet with the business in person. I enjoyed the challenge of competing with my coworkers and earned first place; setting a new company record for the most appointments in any given month. Window Department Sales Associate
JCPenney's - Overland Park, KS
November 2014 to June 2015
Sell Window Coverings to residential and commercial customers. This entails the design, pattern, color and texture of the overall window including Drapes, Curtains, Sheers, Shutters, Blinds and hardware
- ready-made and custom. I create and maintain relationships for future business as well as calculate all discounts, certificates, rebates, bonuses, coupons and rewards. This position is an independent self- motivated customer centric position. My creative and analytical skills are both called upon equally for success.
Sales Associate
eSolutions Inc - Olathe, KS
February 2014 to October 2014
Sell web-based Revenue Cycle Management tools to clients who work with Medicare claims. The tools track Medicare billing, trends, performance, payments and analytics. Responsibilities include but not limited to:
Cold Calling C-Level contacts, however, equally versed with all contact levels Research, Mining and Hunting - prospecting expertise Scheduling and conducting online WebEx presentations New Business Acquisitions
Existing account growth
Client management and Issue resolution
Recognized for meeting and exceeding monthly performance goals Manager
eFinance Call Center Support - Lenexa, KS
June 2013 to January 2014
Managed the Call Center for the New Business Division Responsible for all new online loan acquisitions
Mastered call center realignment for overall company efficiencies and benefits Monitored processes and procedures for compliance guideline requirements and quality Met and exceeded all expectations set forth by upper management Motivated employees and created incentive programs to partner with success Increased employee retention by 38%
Managed the Supervisory team and agent personnel from 70 to 200 employees Coached and trained issues from career development/goal setting to corrective action Lead by example
Gift Card Coordinator
Applebee's Services - Kansas City, MO
July 2008 to January 2013
Created cost saving "digital" employee gift card program Managed gift card program for all company stores and employees Managed franchisee trade certificates program
Managed the "auto ship" gift card process
Enhanced corporate sales by promoting the gift card program Responsible for terminal set up and maintenance for internal divisions Managed all accounting functions for the gift card program Championed all department and company initiatives
Agent/Trainer
AFLAC - Overland Park, KS
September 2007 to May 2008
Sold supplemental insurance B2B
Coached, trained, and developed new insurance agents Taught prospecting skills and techniques to new insurance agents Performed field trainer duties as assigned
Assistant Vice President of Corporate Sales
CitiGroup - Englewood, CO
November 1997 to March 2007
Started as Retention Specialist, promoted 3 times to Assistant VP of Corporate Sales Secured over $55mm in annual sales for Citigroup Cards Improved merchant retention by 96%
Improved personal credit card holder retention by 87% Reduced contract processing cycle time by 73%
Reduced discount program "issues" days by 80%
Managed B2B sales of Diners Club Corp Card
Managed the customer incentive program
Performed corporate liaison duties with civic organizations and Chamber of Commerce Managed the merchant credit card acceptance process Responsible for account research, credit initiation, and terminal assistance Performed contract quality reviews
Investigated and resolved hardware and software issues Trained department personnel
Owner
Overland Park, KS
November 1994 to January 1997
Generated sales leads and provided sales and marketing support Created custom training programs for sales and IT clients Developed personnel through training, coaching and constructive feedback Created sales target goals and incentive programs
Marketing Manager
Sprint - Overland Park, KS
March 1988 to October 1994
Started as Sales Rep, promoted to Supervisor, then Manager Responsible for sales quotas of 200 employees
Hired, trained, and motivated sales staff
Managed head count for sales projects
Consistently exceeded sales goals
Awarded the number one sales representative in the nation Awarded for Top 10 Sales Managers for Sprint in the nation Awarded Sprint Fon Club trips for outstanding sales performance Skills
• SALES (10+ years)
• CREDIT (10+ years)
• TRAINING & DEVELOPMENT (10+ years)
• BUDGET (6 years)
• CUSTOMER SERVICE (10+ years)
• MANAGEMENT (10+ years)
Additional Information
SKILLS
Management
Call Center Expert
Built Contact Center from ground floor up
Created On-boarding policies & procedures
Hire, Train, Coach and Develop to Excellence
Manage by Matrix to Exceed Goals
Incentive and Motivational Programs
Communications Specialists
Certified in Conflict Resolution
Budget, Credit and Risk Management
Create and execute the most effective Customer Retention Program Create and execute the most effective Employee Retention Program Microsoft Office and relevant business technology
Equally Proficient in Sales and Customer Service
PERSONALLY SPEAKING
I am both logical and people-oriented. I am used to success and will join you with a can-do attitude. I grew up in the Midwest and still believe in a strong work ethic and integrity.
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