Operations & Call Center Leadership Professional
Resume:
DOUGLAS NAHAS
Santa Monica, CA 90403
******@*****.***
*********@*******.***
SUMMARY OF QUALIFICATIONS
Management background in business operations, banking, medical and health industries.
Employee training, personnel management and reviews.
Proven ability to adapt to and learn a variety of complex, detailed tasks.
Highly self-motivated, creative, energetic and dedicated employee.
Proven ability to maintain excellent relationships with clients/co-workers.
RELEVANT SKILLS AND EXPERIENCE
MANAGEMENT SKILLS
Recruited, hired, and trained personnel.
Improved productivity and morale.
Wrote and implemented operational procedures improving customer relations, and increased business; successfully passing Federal, State and internal audits.
Supervised and assigned work procedures, performed employee reviews and merit increases.
Developed client base, hired transcriptionists and staffed 12 people, billed clients, handled all accounts payable and receivable, ensured timely payments to all employees and independent contractors for medical and verbatim transcription business.
Ensured privacy of patient health records.
CUSTOMER SERVICE
Managed customer service representatives’ responses to customer inquiries.
Direct interaction with clients, customers, physicians, hospitals and health care facilities.
Developed training materials for employees.
ORGANIZATION SKILLS
Supervised, formulated, coordinated, and presented operational procedures to staff for the banking industry and medical health care industry.
Prepared and controlled multi-million-dollar budgets for several departments.
Responsible for overview of daily procedures in balancing accounts payable and receivable.
Accomplished smooth workflow of daily work for a staff of 100+, complying with client and customer expected level of service.
Ensured client turnaround time frames were met.
ADMINISTRATIVE SKILLS
Set departmental expectations in meeting workflow, client and customer needs, and sales goals.
Monitored and performed employee reviews and merit increases for a staff of 100+.
Provided daily employee feedback and work performance expectations.
Hired individuals to meet growing business goals, and termination of employees if necessary.
Start-up of large departments and businesses, hiring, forming operational procedures, training staff, meeting all business needs.
Organized major special events.
Proficient in MS Word, Word Perfect; Excel, Peach Tree, QuickBooks and Quicken accounting programs.
Word processing and text editing, and audio transcription of verbatim subjects and medical records.
EDUCATION HISTORY – Emerson College, Boston, MA (mass communications)
CERTIFICATIONS: Live Scan fingerprint operator
EMPLOYMENT HISTORY
2004 to 2014
Medical Imaging Center of Southern California, Santa Monica, Radiology, Supervisor
1989 to Present
Par Excellence Services, Santa Monica, CA
Chief Operations Officer/Owner
1979 to 1989
Wells Fargo Bank, El Monte, CA
Operations Officer; Assistant Vice President of General Ledger
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