Customer Service Operations Management

Jennifer Vitale

727-***-**** ***************@*****.*** ST PETERSBURG FL

SUMMARY

Hardworking and motivated over 30 years of customer service, management and leadership experience. Solid history balancing team performance, customer service targets and business objectives. Direct P&L and Budget experience. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills. Retention focused.

SKILLS

●Customer Service

●Client relations and retention

●Talent development

●Training

●Problem-solving abilities

●Staff development

●Contract development and management

●Workforce Management

●Supervision

●Multi-tasking & Organizational Skills

EXPERIENCE

Sr Office Manager-Dental Care Alliance

● Manage and oversee day to day operations of multiple practices

● Establish positive relationships with both internal and external staff and patients

● Scheduling Efficiency

● Prepare and administer Performance reviews.

● Manage Direct P&Ls & Budget

● Prepare reports.

● Focus on retention of staff

Office Manager -St Petersburg Dental Center

● Manage and oversee day to day operations.

● Interview, Hire, onboard and train staff.

● Schedule and Coach Team Members

● Prepare and administer Performance reviews.

● Manage Monthly P&L sheets.

● Handle daily deposits and collections.

● Prepare reports.

● Answer phones and handle patients scheduling and concerns.

● Treatment Coordination planning and payment collections Office Manage/ Supervisor- Smiles Group

● Manage and oversee day to day operations

● Manager call center scheduling Team

● Hire,fire, train, coach all staff

● Scheduling Efficiency

● Prepare and administer Performance reviews.

● Manage Direct P&Ls & Budget

● Prepare reports.

● Focus on retention of staff

Finance specialist, Anthem, December 2017-March 2022 Wallingford Ct/Tampa, FL

● Manage and oversee brokers payments and payroll.

● Ensure productivity meets company guidelines and standards

● Prepare and present Financial and other pertinent reports.

● Answer Phones handling questions and concerns from Anthem Policy holders and brokers.

● Assist in coaching new staff

● Project Management–

●Address financial issues and inquiries in a timely and professional manner

●Responsible for providing operational and technical expertise to coordinate workflow

●Perform Financial and accounting related activities in timely manner

●Evaluate financial accounts for correctness and completeness

●Generate financial transaction records in accordance with company rules and guidelines

●Assure compliance with regulatory guidelines

●Communicates and educates internal and external customers as well as staff on policies and procedures

●Call Center- Answering phones, Lead to answer questions for peers, handle and resolve complaints and concerns

KSR -Human Resources Manager/Director, February 2020-March 2020

●Handled Startup of Company

●Hired & Recruited employees

●Recruitment

●Orientation & Onboarding Training

●Payroll

●Benefits

Chief Operations Officer, C Entertainment, October 2017-June 2019

●Handle Day to Day Operations of the company

●Handle HR Operations

●Plan and Promote Events

●Rite proposals

●Negotiation contracts

●Hire and terminate staff

●Provide scheduling for all staff including CEO

●Implementation of schedules and training in systems

●Staff Development

●System Implementation & Training

●Handle all Events, Seminars, and Shows

●Responsible for providing operational and technical expertise to coordinate workflow

●Executive Assistant to CEO-Coordinate Travel, Keep schedule, Maintain CEO databases FMLA CASE SPECIALIST, METLIFE, June 2016-October 2016 BLOOMFIELD, CT

●Responsible for processing STD/FMLA claims

●Provide quality Customer Service

●Maintained accurate and timely claim decisions

●Handled Grievances an appeals

BILLING MANAGER/INSURANCE COORDINATOR, SUNRISE FAMILY DENTAL CARE, March 2014-June 2016

WATERBURY, CT

●Handle all billing inquiries from clients and insurance companies including customer complaints

●Responsible for processing claims, payments, collections

●Scheduling Clients

●Answering phones.

Assistant GM/Business Manager, HEALTHTRAX, September 2009-November 2013 BRISTOL, CT

●Handle day to day operations of the facility

●Understand Companies mission and hold employee accountable

●Assist with ensuring club is meeting and/or exceed daily, weekly and monthly objectives and goals

●Supervised, coached and trained 20 employees daily including front desk staff, membership staff and programs on positions, expectations, behaviors, and KPIs

●Responsible for budget requirements including daily cash outs, deposits and adjustments

●Assist in setting weekly goals in membership, fitness sales, and retention

●Implementation of schedules and training and budgets in systems

●Interact with members to assess member needs, expectations and levels of satisfaction for the club

●Meet and exceeds membership target

●Developed and managed programs for the facility, including their summer camp which brought in an additional 30,000 for the company

●Hire new club team members when needed

CORPORATE TRAINER/SUPERVISOR, SNET/ATT, January 1991-January 2007 NEW HAVEN, CT

●Responsible for overseeing a call center of 12 Service Consultants and 10 Service representatives, including supervising, training, performance evaluations, scheduling, employee relations and promotions

●Handled audits, Grievances and appeals

●As a Corporate Trainer:

●Rite training materials

●Implement and train all new material

●Old meetings

●Write training materials for system access

●Scheduling

EDUCATION AND TRAINING

Master's Degree

business,,, Full Sail University,, Winter Park Fl October 2016 Bachelor's Degree

Business, October 2013

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