Customer Service Project Manager
Resume:
Pamela Gossard
SENIOR MANAGER, CUSTOMER EXPERIENCE
Olathe, KS 66062 • 913-***-****
Qualifications Summary
Energetic and versatile manager with expertise in all facets of customer success and experience, operational management, change implementation, program administration, and project execution. Exceptionally adept in crafting innovative solutions that optimize processes and profitability. Proven record of ideating and implementing strategies that drive operational efficiency, effectiveness, and overall performance. Strong history of elevating the customer experience to ensure satisfaction, retention, and referrals. Articulate communicator, skilled trainer, and champion of high-performance, cross-functional teams.
Areas of Expertise
Customer Success & Experience
Operations & Change Management
Program Design & Administration
Cross-Functional Team Leadership
Customer Service & Retention
Strategy Development & Execution
Government Reimbursement
Contract Planning & Negotiations
Regulatory Compliance Alignment
Talent Acquisition & Development
Data Analytics / KPIs / Performance
Commercial Payers Reimbursement
Full Life Cycle Project Management
Information Technology (IT) Systems
Stakeholder Relationship Management
Supervisor / Trainer / Coach / Mentor
Continuous Process Improvements
Client Relationship Management (CRM)
Certifications
Train the Trainer Certification
Professional Training
Transitional Living
Advanced MS Excel Training
Community Leadership
Site Counsel (2014 – Present)
Olathe School District
Advisor & Counsel to School District
School Improvement Plan Strategies
Volunteer (2023)
Friends of Sunflower House
Child Abuse Awareness & Fundraising
Volunteer (2020)
Hope House
Domestic Violence Education & Empowerment
Career Experience
ORTHOTIC HOLDINGS, INC. – Remote 2021 – 2023
Distributed Products Manager
●Coached, trained, and developed up to 20 Customer Service Advocates to assist global, B2B, e-commerce, distributors, and government customers.
oImplemented and cross-trained staff on all business lines.
●Created and Analyzed weekly and monthly reports on MS Office 365.
●Used multiple software platforms to manage and monitor daily workflows.
FARMERS INSURANCE – Overland Park, KS 2020 – 2021
Customer Service Representative
●Engaged with customers to file auto, home, and glass claims.
●First point of contact with customers in auto accidents.
●Assisted customers with roadside assistance.
●Essential support in identifying network shops and provided notifications to customers regarding deductibles.
UNITED BIOSOURCE CORPORATION – Overland Park, KS 2014 – 2019
Senior Manager (2017– 2019)
●Dynamic strategist of program administration for multiple sites.
●Primary point of contact for key stakeholders in issue resolution.
oTracked, analyzed, and reported on KPIs and SLAs. Hired, onboarded, and trained 50+ personnel.
oTrusted advisor on issue resolution to 4 departments.
oMentored 7 Managers to enhance communications, contract development, and database management.
●Devised business planning and strategic execution for 5 new business lines.
●Conceptualized and launched a full-service Patient Assistance Program.
oConnected with 10K+ patients the first 8 months.
oRetained customers when launch was delayed 3 years.
oGenerated 40% of revenue during 3-year delay for FDA approval.
●Traveled to more than 5 locations to support underperforming programs.
oDetermined bottlenecks and barriers via in-depth assessments.
oStreamlined processes to bring programs into compliance in 90 days. Re-trained over 100+ cross-functional staff.
oBrought benefit verifications to current in 9 days (30 days behind).
Program Manager (2014 – 2017)
●Proactive leader of full life cycle program management, defining scopes of work (SOW), standard operating procedures (SOPs), and program objectives.
●Solutions expert to complex case issues.
●Analyzed and drafted more than 20 client reports and other deliverables.
●Authored the SOPs for Reimbursement Services.
●Presented program information to customers generating $4M in additional contracted services.
oGrew program by 15% during role tenure.
●Essential member of the Committee Review Board overseeing platform development for the enterprise database.
MCKESSON SPECIALTY HEALTH/ACCESSMED – Overland Park, KS 2009 – 2014
Reimbursement Coach (2010 – 2014)
●Leveraged MS Office to stream live webcasts to educate and equip 150+ field staff and oncology clinics on services and reimbursement issues.
●Implemented new software and developed training documents.
oAchieved 98% answer rate, 30 second ASA, and 90% data entry accuracy.
●Regularly assessed the database and change implementation of new features.
●Engaging trainer for Patient Assistance and Reimbursement Programs.
Team Supervisor (2009 – 2010)
●Directed, motivated, and coached a 25-member team of Reimbursement Counselors. Tracked daily staff productivity and aligned operations to SLAs.
●Evaluated policies to outline SOPs for Reimbursement Services.
oBolstered patient speed to therapy by 52%.
●Strategic resource to 4 Supervisors in employee training and performance.
Additional Experience
Area Director, Bethesda Lutheran Homes & Services
Program Supervisor, Center for Human Services
Targeted Case Manager & Community Support Specialist, Pathway Behavioral Health
Assistant Project Manager, GR Perez Construction Co., Inc.
Administrator & Director, Community Living Opportunities
Team Leader & Teaching Counselor, Community Living Opportunities
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