Customer Service Manager

**** ******* **** ***** ********* ** DEERFIELD BEACH FLORIDA 33065

561-***-**** ***************@*****.***

ELICIA E. MITCHELL

OBJECTIVE

A determined, passionate, and capable individual with strong work ethic, who is looking to obtain a challenging position that leads into a management position. Where a strong creative and educational background have taught me to excel in interpersonal, communication, and dedicated leadership roles.

SUMMARY OF QUALIFICATIONS

Knowledge of using logic and critical thinking to identify the strengths and weaknesses of alternative solutions, approaches, or conclusions to problems.

Knowledge of principles and processes for providing excellent customer service.

Computer application knowledge: Microsoft Word, Excel, PowerPoint, Access/Outlook, and QuickBooks.

Organizational, planning, and time management skills.

Ability to work in a team and within a high-pressure environment.

EDUCATION

Northwood University West Palm Beach, Florida

Bachelor of Business Administration in Marketing and Management

Deans List 2007-2008

Northwood University West Palm Beach, Florida

Associate of Arts in Banking and Finance

EXPERICENCE

Medical Office Specialist

Florida Perinatal Center, LLC Coral Springs, Florida November 2009- Present

Perform all functions of patient scheduling and registration to include entering accurate demographic and financial information, verification of all insurance benefits and maintenance of financial charts.

Ensure all registration documents are thoroughly explained to patients and appropriate signatures are obtained.

Collect and post out of pocket monies as determined by financial screening, and balance journal daily. Present patient information to physicians, physician office staff, case management and other ancillary departments as required.

Manage patient wait time and office operations to ensure superior customer service.

Support office operations in patient check-in, checkout, insurance authorizations/referrals, and general office duties.

Branch Customer Service Supervisor

PNC Bank Boca Raton, Florida January 2009-November 2009

Supervised staff and assist the Branch Manager and Office Manager in leading and directing all sales and service activities to achieve desired results through customer relationship growth, retention, revenue, market share and customer/employee commitment and satisfaction.

Lead and coached, employees, as well as ensure the successful development in the areas of customer experience, service excellence, customer-relationship management, leadership and drive for results upon deadline.

Oversaw daily cash vault settlement, branch cash ordering/shipments, ATM balancing, and night deposit controls.

Ensure that all customer service functions are performed in compliance with standard policies and procedures, security, and audit guidelines.

Senior Customer Service Specialist

PNC Bank Royal Palm Beach, Florida May 2004-January 2009

Processed transactions and carried out special services for clients efficiently and in a timely manner.

Explained, promote, and cross-sold products and services to fit clients’ needs.

Resolve problems or discrepancies concerning clients' accounts in a timely manner.

Responsible for branch vault management, cash forecasting, and cash shipments.

Assist in maintaining customer service functions and operations are within compliance to audit polices and procedures.

Dedicated to maintain and/improve client relationship and experience through superior customer service.

Marketing Intern

Strictly Positive Vibes Entertainment Royal Palm Beach, Florida August 2005-May 2008

Assist in planning, coordinating, and implementation of the marketing strategies, marketing communications, and public relations activities.

Assist in developing innovative marketing/advertising campaigns geared to reach target market.

Research competitive information and current marketplace trends.

Assist in media planning and purchasing.

Identify and administer account/agreements with local and national sponsors/business alliances.

Track and report effectiveness of marketing/advertising tools and strategies.

Sales Associate

City Furniture Wellington, Florida May 2006-November 2006

Demonstrated and explained features and benefits of products based on the clients’ specific needs and interests.

Coordinated delivery and installation of products or equipment and followed up with each client.

Worked as a liaison between client and a conglomerate of banks in the credit application process.

Achieved and/or exceeded sales goal every month.

Management Trainee Intern

Enterprise Rent-A-Car West Palm Beach, Florida May 2005-August 2005

Worked as a liaison between client, body shop, and insurance partners.

Assisted in the management, movement, and retrieval of inventory.

Negotiated and maintained contract agreements and policies.

Assisted in daily general office operations.

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