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Customer Service Manager

La Mesa, California, 91941, United States
$40,000 - $50,000 per year
March 10, 2011

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Professional Profile

Career Objective:

To utilize my unique experience and talents in task completion, time management, project management and customer service to foster an environment of open communication and effective collaboration to attain the goals of the department and corporation I work for. I am looking for a position that allows me to learn and to challenge myself on a regular basis.

Skills Summary:

• Advanced User of Microsoft Word, PowerPoint and Outlook

• Intermediate/Advanced User of Microsoft Excel and Publisher

• Knowledge of Healthcare Management System (HMS)

• Daily User of Health Trio’s xpress Medical Claims Management System

• Global Concur Expense Reporting • Outstanding Research and Internet skills

• Type 60 words per minute

• Excellent grammar and spelling

• Advanced training in interpersonal communication

• Very comfortable speaking in front of any size group

Professional Experience

July 2010 – Current Del Mar DataTrac – Corporate Administrator (Office Manager)

• Handle incoming and outgoing mail for company including UPS, FED-EX, USPS deliveries and shipments.

• Make complex travel arrangements and maintain itineraries for Sales Representatives, Account Executives, Implementation Managers, and President.

• Control costs by creating partnerships with various vendors for travel creating uniformity in costs, increasing travel discounts, and ease of tracking for expense reporting.

• Control office inventory and order supplies (both office and furniture) as well as maintain contracts for vendors, research payments and invoices for services rendered, obtain price comparisons to achieve most competitive bid/price.

• Maintain Human Resource files, orient, and onboard new hires and make changes/updates to benefits per change in employee status or per employee request.

• Maintain and create stock option paperwork and reports.

• Work closely with Marketing Director on Trade Shows and Conferences; handling shipping, booth set up, accommodations and collateral.

• Answer and route incoming calls.

• Create general and confidential correspondence

• Create Request For Proposals for Sales Department

• Coordinate corporate luncheons/meeting set-up, meals, audio visuals, conference calls.

January 2007 – July 2010 Primary Provider Management Company – Executive Assistant to Associate Vice President, Claims Administration

• Report monthly, quarterly, and annually all required information to regulatory bodies and contracted health plans analyzing and utilizing data from various reporting sources.

• Create, analyze, and give feedback and opinions on collected data for Daily Operations Meetings and monthly Board Reports in Excel, Word, and PDF for both Claims Department and Information Services/Information Technology.

• Create training curricula and tests as well as facilitate classes for Claims, Client Services, Audit, and Health Services based on updated regulations or changes in Policy and Procedure. Training included: Fraud Awareness, Private Health Information, CCS training, Interpersonal Communications, Teamwork, New Hire (other than specific job related training)

• Maintain and update HIPPA compliance/requirements for San Diego office.

• Review and make determinative decisions based on patient medical records and claim history to determine need for case management and retrospective/retroactive authorization for medical services.

• Communicate and problem solve with physician’s offices to solidify relationships to enhance win/win situations.

• Maintain calendaring for various meetings/ luncheons/holiday events.

• Resolved inaccurate Claim payments via research and coordination between Claims, Finance, and Configuration Departments.

September 2004 – November 2007 Congregation Adat Yeshurun – Executive Assistant to Head Rabbi

• Managed very complex calendaring for Rabbi of community events, private meetings, personal learning, marriage and conversion counseling, legal advice, and group classes with congregation and other community members.

• Worked with Women’s group to coordinate and advertise Women’s events.

• Coordinated menus, facilities, invitations, vendors, timelines, payments, and RSVP lists for all events and religious holidays.

• Assisted in high level meetings with domestic and international travel for both individuals and groups.

• Communicated sensitive information to the rabbi in a respectful and compassionate manner.

• Designed and published Monthly Newsletter to over 1500 recipients in surrounding areas and across the country.

• Provided essential research and documentation to community members on proper kosher foods, etiquette, and processes for various holidays and customs (per the Rabbi’s direction).

January 2002 – June 2004 Sheraton Hotel & Marina – Reservations Manager

• Managed Revenue and set occupancy levels in relation to various market conditions and sales/catering needs.

• Coordinated all special requests for both individual guests and groups of up to 1500 people.

• Led team of six Reservation Agents and three Group Coordinators working with groups of 10 – 1500.

• Met with Meeting and Event Coordinators/Planners for each meeting in the hotel, discussing all aspects of rooms needs and contract obligations.

December 1999 – January 2002 World Financial Group/World Group Securities, Division of AEGON USA – Training Coordinator

• Trained newly hired employees in two week long Orientation Class, as well as offered specialized training to all departments in Customer Service, Outlook, Microsoft Word, Communication Styles, and E mail Etiquette.

• Wrote training materials for specific job duties in Licensing, Commissions, and Customer Service Departments based on policies and procedures.

• Trained Franklin Covey’s “Seven Habits of Highly Effective People” and the precursor to “Focus: Achieving your Highest Priorities”.

Professional Accomplishments

• Leader of the Quarter – Hyatt Hotels and Resorts

• Successfully performed in the following events: World Series, Superbowl, and Republican National Convention.

• Completed Franklin Covey Certification Training for “Seven Habits of Highly Effective People”.

• Highest Monthly Room Revenue to date at Manchester Hyatt, October 1999.

• Successfully created and maintain training curriculum at Primary Provider Management Company with excellent results and a drop of nearly 8% in reported errors from Claims staff.

Personal and professional references provided upon request

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