Customer Service Manager

Melina M. Gosa

*** ***** **

Burleson, TX *****

214-***-**** cell

********@*****.***

Objective

I would like to use my leadership abilities, along with vast computer skills, customer service training, and use of problem-solving/decision-making skills to achieve the highest level of customer satisfaction for both internal and external customers to contribute to the growth of an organization

Qualifications

Microsoft Word, Excel, Publisher, PowerPoint, PeopleSoft, AS400, Telegance, Meditech, Access, Outlook & various databases, ten-key by touch (9,000-11,000 kpm), professional phone manner, typing speed (60-70 wpm), project management, telephony experience, excellent communication both verbal and written, detail oriented, decisive, ability to work, under pressure with little or no supervision independently or in team setting

Experience

Jan 2012-April 2012

Urology Associates of North Texas– Arlington, TX – CBO AR Supervisor

• Oversee staff of insurance & patient reps in patient accounts & cash receipts processing for all doctors withinthe organization.

• Proper recording and application of payments on patient accounts

• Contact patients on collection matters and dispute payment resolution with various insurance companies.

• Support Management by providing timely & accurate payment and account standing information.

May 2011 – Jan 2012

NAL Syncren – Dallas, TX – Logistics Coordinator

• Provide client with the best overall levels of service through meeting and/or exceeding the established goals or client metrics including but not limited to on time pickup and delivery

• Identify areas to improve service levels

• Perform advanced daily tracks and trace customers; update AMS

• Project roll out management including but not limited to start up functions, managing to scope of work, identifying scope creep and costing variances

• Works with TM to provide rate quotes

September 2010-December 2010

Hobson Air Conditioning and Heating – Weatherford, TX – Dispather/Customer Service

• Handle all inbound phone traffic as well as marketing for air conditioning tune ups and free estimates on new heating and air equipment.

• Answer telephone and route calls in a timely manner

• Responsible for coordination between our customers and our service technician.

• Follow-up with customers for customer service satisfaction of work done by AC techs

• Collections of past due accounts

• Data Entry as needed

• Other administrative duties as assigned

• Scan, Fax & Copy as needed

June 2010– September 2010

Tritrax Healthcare Services – Arlington, TX – Health Information Specialist/Medical Records/Temporary Position

• Organize, sort & maintain documentation in patient files in timely manner while always protecting patient information

• Answer telephone and route calls in a timely manner

• Maintain sufficient supply of clinical forms, copying and restocking as necessary. Monitor copy paper inventory

• Prepare charts for weekly case conferences

• Prepare and mail surveys

• Scan, Fax & Copy as needed

• Data Entry as needed

• Scan Oasis packets and forward to coding

• Other administrative duties as assigned

February 2006 – March 2010

Professional Medical Services – Ft. Worth, TX – Facility Manager

Oversee accounts receivable team for four medical facilities throughout U.S.

Responsibilities included but were not limited to

• Coordinate, schedule and conduct training to both new and existing employees in call center environment

• Help create and maintain training manuals while ensuring client specifics are updated

• Answer questions and resolve issues from our patients/ members on claim status with insurance

• Provide leadership, motivation, and guidance for all staff to insure individual, organizational and clients needs are consistently met

• Assist in recruiting & hiring employees to be placed in various facilities

• Attend conference calls with clients to ensure proper communication between various facilities.

• Assist in developing operational policy and procedures on issues that affect our entire organization

October 2005 - December 2005

IBM/Collins Consulting - Schaumburg IL - Project Consultant Manager for IBM for AT&T/Southwestern Bell

Responsibilities included but were not limited to

• Meet with Senior Managers and Area Managers to ensure implementation dates for SBC Business and Consumer/Business offices

• Ensure that agents are scheduled for training for CCTP Global CCTP Desktop release

• Ensure department managers and phone representatives navigate effectively through desktop

• Certify managers CCTP Global CCTP Desktop release

• Hardware and software support/administration of telephony systems

• Ensure that telephony systems meet business capacity needs, for availability, performance, and recovery requirements

• Troubleshoot, file escalation tickets

• Attend daily call sessions to ensure proper communication channels were open throughout Midwest & Southwest Region

• Delegates, integrates activities & resolves conflicts

• Incorporates tasks lists and resources into project plans to ensure on-time completion

• Maintain daily journals and meeting appropriate training, implementation and troubleshooting timelines

• Maintain and communicates overall project status to leadership team.

• Monitor and managing VCOM communications

• Assist in managing all activities related to end-user support services

• 90% travel

March 2005 – September 2005

Dixie Staffing – Dallas, TX – Staffing Coordinator/Assistant Branch Manager

Responsibilities included but were not limited to:

• Recruit, screen, assess, and hire employees to be placed in jobs that best match their interests, skills, and career goals.

• Provide leadership, motivation, and guidance for all branch staff to insure individual and branch goals are consistently met

• Develop positive work environments for the internal staff

• Conduct performance reviews and counseling employees on an as needed basis

• Make telephone sales calls and conduct in-person meetings with key managers to senior-level executives, for the purpose of prospecting new business and identifying key staffing needs

• Develop and manage client relations and services for all accounts by conducting on-site client visits and implementing strategic, client specific service plans

• Enhance client retention and while possessing strong time management skills

• Maximize billable hours and sales growth

• Provide quality customer service to both clients and candidates

March 2004 - March 2005

Target Distribution Center, Midlothian, and TX – Logistics/Scheduler

Responsibilities included but were not limited to:

• Heavy phones, data entry

• Make full inspection of orders before scheduling

• Schedule of inbound freight to center

• Create and maintain great relationships with vendors and carriers to create long-term partnerships through carrier feedback meetings

• Maintaining Level of Service requirements throughout processes, from our vendors to our Distribution Center to our stores

• Assist in managing freight costs both with our vendors and in shipping to our facility through use of backhaul programs

• Coordinate merchandise transfers and returns from our region to destinations across the U.S, setting up computer systems and databases for forecasting

• Assist in developing operational policy and procedures on issues that affect our immediate team

• Assist in assuming Leader-on-Duty responsibilities and heading up special projects on as needed basis

September 2003 – March 2004

Cingular Wireless Midland, TX & Farmers Branch- Customer Service Rep.

Responsibilities included but were not limited to:

• Handle customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism

• Offer alternative solutions when appropriate with the objective of retaining customers’ business

• Handle business transactions in connection with activating new customer accounts on a computer terminal

• Assist in activation of TDMA phones for customers and explaining difference between TDMA and GSM phones

• Communicate with customers using web-based tools

• Make financial decisions to collect/protect revenues and adjusts customer accounts

• Assist in assuming trainer-on-duty responsibilities to assist new representatives with first calls

October 2002 – August 2003

Lithia Motors – Midland, TX – Customer Service Manager

Responsibilities included but were not limited to:

• Assist in development and implementation of customer satisfaction improvement activities from the Corporate Office to the Field organization

• Direct customer contact and resolves customer complaints promptly to insure the complete satisfaction

• Monitor warranty claims and conduct parts inspections to determine if policies are followed correctly

• Train various departments on record maintenance and coordination of Customer Service functions

• Follow-up with customers through verbal and/or oral communication to ensure Five-Star treatment was given by conducting "Meet and Greets" to all customers within 3 working days of the closing

• Assisted in providing customer service to customers who proactively contacted the company requesting assistance in meeting their contract obligations due to unexpected financial obligations

July 1994- October 2002

Aetna US Healthcare – Arlington, TX –various positions

During tenure responsibilities included but were not limited to:

Customer Service Rep

• Answer queue calls within specified timeframe

• Answer questions and resolve issues from our members, providers and plan sponsors

• Explain member's rights and responsibilities in accordance with contract

• Work to enhance customer satisfaction and retention and be able to access information thru a variety of systems and references

• Identify and resolve issues, providing education to the customer and assisting as needed within a team environment

Customer Service Trainer

• Coordinate, schedule and conduct training to both new and existing employees in call center environment

• Assist in the development, design, & deployment of new programs

• Develop job aids and other reference materials that agents can easily use while on the phone with customers

• Track implementation of training programs

• Conduct employee orientation, supervising up to 25 new hires while in a training environment

• Foster a positive work climate by interpreting verbal and non-verbal behavior

• Provide supervisors with evaluations and coaching recommendations to reinforce training and continue skills improvement post-training.

• Conduct regular inventory of training supplies and control materials to ensure an adequate supply of materials to conduct required training

• Attend and contribute to periodic customer service related meetings to maintain favorable working relationships among peers to assist in maintaining maximum benefit in training techniques

• Attend Trainer meetings as required and make a conscience effort to network with other customer service trainers with organization

• Update and submit required reports in a timely manner

Overpayment Recovery Specialist

• Perform underpayment and overpayment calculations/recalculations for medical & dental claims to establish an accurate amount within the processing guidelines

• Contact claimants through verbal and/or oral communications to explain repayment of overpaid benefits and make repayment arrangements

• contact collection agencies and handle collection arrangements for overpaid claimants who have not responded to repayment requests

• Arrange commission payments to the collection agency

• Answer overpayment inquiries from internal and external callers

• Process claim overpayment refunds, enter and update overpayment record, elective deduction screen or overpayment offset screen to ensure consistent documentation of overpayment status

Education

Tarrant County College, Forth Worth TX

Mountain View College, Dallas TX

Clover Park High School Graduate, Tacoma WA

Professional References

• Andrea Teeple NAL Syncreon Shannon Hurst Dixie Staffing

• Deborah Fulton Target Distribution Rosa Guzman Aetna Healthcare

Contact this candidate