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customer service

Charlotte, North Carolina, 28105, United States
March 09, 2011

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Adele O. Spil

*** ********** ****

Matthews, NC *8105

Phone 704-***-****


Profile Summary & Strengths

Keen listener able to establish and maintain rapport across diverse groups from Fortune 1000 companies. Calm demeanor and sincere presentation style led to consistent success at diffusing confrontation during in-depth interviews on discrimination, sexual harassment, workplace violence, substance abuse and financial wrongdoing. (Global Compliance 2006-present).

Detail-oriented and results-focused leader with over 15 years of progressive experience in human resources and project management. Working knowledge of Charlotte Mecklenburg Public Library policies and procedures garnered through 6 years participation in circulation activities of high volume regional branch (Morrison Regional Library 1999 to 2005).Tenure of 6 years as trainer/training manager at Borders Books and Music. Provided solid background in all aspects of the book business: inventory, operations, merchandising, and customer-relations. Proactive problem-solver with proven flexibility in the face of change. Can successfully function in a supervisory capacity as an individual contributor or in a collaborative team environment.

Key strengths and competencies

• Customer support

• Investigative techniques

• Process improvement

• Oral and written presentation

• Project management

Selected Achievements

Inspired high level of employer confidence: Ability to determine, direct, and implement objectives exemplified by rapid promotions at Equicor Group Health.

Strong oral and written communications skills: Designed and piloted alternative training materials in surgical benefits and coordination of benefits. Formulated techniques for composition of declination letters to ensure compliance with ERISA law.

Strategic Thinker: Mediated audit errors and prepared formal appeals for outside audit of Equicor's payment of First Union's Self-Funded Benefit Plan. (1985-1989)

Results-oriented problem solver who can handle crises well: Collected over $150,000 on 120 day (past due) accounts within 5 weeks of hire at Mecklenburg Cardiovascular Consultants. Led team responsible for day-to-day financial operations of a multi-million-dollar medical practice. Consistently collected $700,000 to $1,000,000 monthly in cash after Medicare and contractual-care adjustments had been made. Identified need for and introduced improvements in systems applications. Created data-base screens to log skip-tracing contacts, insurance verifications and collections attempts. Successfully debugged several programs which even software vendor had not realized were flawed. (1989-1993)

Improved employee morale and productivity: Restored confidence in management team of Charlotte's Borders Books & Music during high stress period following legal suit. Spear headed turn-around through implementation of performance development process which emphasized employee empowerment. Provided guidance and support for staff members of 11 stores during opening phase and customized training to fit expectations and needs of each GM. (Borders 1993-1999 )


Guilford College – Greensboro, NC – BA English Literature/Religion

Graduated with honors

Teaching Assistant in Women’s Studies

Employers Association – Charlotte, NC

3-month course in Human Relations and Supervisory Skills

Center for Creative Leadership – Greensboro, NC

Attended workshop on Managing Change


Proficient in Word, Excel and Quickbooks

Have worked with Medical Manager, MISYS Tiger, HBO Star

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