Customer Service Sales

STEPHEN ASHMAN

**** ******** *****, **********, **

*****@**.*** 302-***-****

PROFILE

Results-driven leader with expertise in the highly competitive healthcare and financial arenas; solid record of developing and implementing process improvements that increase profitability and efficiency

Depth of knowledge regarding medical group practice administration, anesthesia billing and reimbursement, and Joint Commission standards

Strong background in team building, staff development, workflow management, and HR policies and procedures

Demonstrated ability to strategically plan and manage high-level projects, proactively monitor key performance indicators, introduce cost controls and automations, and resolve any variances from established goals

Commitment to facilitating a client-focused, service-oriented environment vital to maximizing customer satisfaction and retention

Dynamic communication, presentation, negotiation, and relationship management skills

EXPERIENCE

Society Hill Anesthesia Consultants, Philadelphia, PA 2011- 2012

Director of Operations

• Manage all aspects of operations for this busy anesthesia practice comprising 200 healthcare providers across 17 locations throughout PA, NJ, and DE; rewrote company bylaws

• Coordinate Human Resources functions, including recruitment, hiring, training and ongoing staff development, benefits administration, and workforce management; designed and implemented new employee handbook

• Streamline activity and introduce new technologies to maximize productivity, accuracy, and compliance; upgraded to Microsoft exchange server for email

• Issue RFPs and evaluate external vendors for special projects; completed comprehensive website overhaul to enhance online presence, improve user experience, and provide patient education

• As part of a process improvement initiative, introduced calendar integration software to manage scheduling communications for all anesthesiologists and nurse anesthetists

ING Direct, FSB, Wilmington, DE 2000 – 2011

Six Sigma Black Belt (2008 – 2011)

• In recognition of outstanding performance, steadily progressed within company to attain position entrusted with driving key process improvements, improving quality, and managing major internal projects

• Applied depth of knowledge in Lean Six Sigma DMAIC (Define, Measure, Analyze, Improve, Control) methodology towards increasing bottom-line profitability and overall productivity levels

• Achieved more than $2M in cost savings with first project alone

Vice President / Head of the Eastern Region Sales Call Center (2005 – 2008)

• Successfully oversaw 24 managers and more than 260 employees in high volume call center; mentored and trained staff with an emphasis on leadership and career growth

• Compiled, reviewed, and analyzed complex data to produce concise reports instrumental to senior management in assessing center performance and develop enhancement strategies

• Prepared and delivered monthly presentations to audiences of 150 employees at town hall-style meetings; additionally coordinated and manage large-scale annual sales conferences

• Cost-effectively managed center operations to complete 2008 under budget while maintaining exceptional productivity and customer satisfaction metrics

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*****@**.*** 302-***-****

ING Direct - continued

Front Line Manager, Delaware Sales Call Center (2000 – 2005)

• Led a highly productive team of 15-20 sales associates in providing knowledgeable and attentive customer service; maintained open lines of communication with regional management

• Actively monitored phone calls and individual employee performance to provide customized guidance; established contest and performance incentives to increase team production and staff morale

First USA / Bank One, Wilmington, DE 1997 – 2000

Team Leader

• Expertly managed a 20-member collections team in all day-to-day activity; worked closely with personnel to consistently meet and surpass aggressive targets

• Tracked and reported on performance to senior management; motivated team to improve results

~ VOLUNTEER WORK ~

Habitat for Humanity ~ Kids Foundation ~ Meals on Wheels- American Cancer Society- MS Society

EDUCATION

Wilmington University, New Castle, DE 2009

Bachelor of Science in Organizational Management

~ PROFESSIONAL DEVELOPMENT & AFFILIATION~

Member, Medical Group Management Association (MGMA)

Green Belt Certified- 2009

Six Sigma Black Belt- 2011

Executive Management and Leadership Course, University of Delaware, Newark, DE

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