Customer Service Quality Assurance

CYNTHIA MARIE JOHNSON, MBA

**** **** ****** *****, *********, Tennessee 37208 615-***-**** -Cell

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Creative professional manager delivering outstanding customer service relations with integrity. 10 + years experience as sales, marketing consultant and business owner. Effective educator/trainer who is comfortable communicating with diverse markets from informal to senior management. Excellent ability to multi-task and complete all assignments in a timely fashion either independently or working with a group. Capabilities include:

• More than 10 years of progressive business administration

• Experienced managerial/supervisory abilities

• Excellent written and communication skills

• The ability to write clear and concise reports based on findings

• Well organized and interpersonal skills

• Ability to work with diverse clients, professionals and staff of all levels

• Effectively work independently, likewise a cooperative and flexible team player

• Strong computer skills (MS Word, Excel and PowerPoint)

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EDUCATION

T0ugaloo College, Tougaloo Mississippi

Post Baccalaureate Certificate- Health Informatics Management

Anticipated Graduation- 2012

Medaille College, Rochester, New York 2009

Master of Business Administration

Tennessee State University, Nashville, Tennessee 1995

Bachelor of Science – Health Care Administration and Planning

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PROFESSIONAL EXPERIENCE

Arvie Personnel/Drexel Academy Charter School, Nashville, TN 2011

Marketing and Recruiter Specialist

• Responsible for student recruitment at Tennessee Charter School by way of community marketing, advertisement, mass mailings, and networking.

• Provided in-depth presentations about the benefits and successes of the Charter school to enhance the recruitment numbers.

• Created marketing brochures and recruitment fairs to target student and parent population.

• Provided outstanding customer service to internal, external and community business owners to gain support. for the Charter school and financial backing for academic and sports teams.

• Other duties as requested

• Professional outcomes: top sales and recruitment increasing enrolled students by 3% in 2 months.

Cynthia’s Secret Garden, Rochester, NY 1999 – Current

Entrepreneur/Business Owner

• Responsible for the day-to-day business operations including: product development, budgeting, marketing, vendor booth set-up, private shows, and staffing relations

• Train all new staff on the business processes, customer service expectations, and product packaging

• Excel in providing top-level customer service to all community and business members

• Responsible for successfully marketing the business by creating a web presence, community flyers, pamphlets and social networking sites

• Professional outcomes: Continuously increased sales by 5% during the economic down-turn, and successfully marketed the product by naming scents after repeat customers and businesses

Rochester City School District, Rochester, NY 1999 – 2009

Licensed Family and Consumer Sciences Teacher

• Provided extra-curriculum tutoring and guidance to students having academic difficulties

• Facilitated course learning in small and large classroom settings from various age groups

• Taught basic social block (Math, Science, Social Studies) and reading program to various student grades

• Developed and implemented grade curriculum through basal text with trade books to meet and exceed county and stated educational guidelines

• Served as a Distance Learning teacher instructing students on the various subjects required to pass standardized testing and year-end curriculum

• Professional outcomes: Increased the number of students who passed standardized testing in the sciences

University of Rochester, Rochester, NY 1996 –2000

Environmental Services Supervisor

• Scheduled and maintained the schedule for environmental service workers and unit support assistants

• Ensured the cleaning standards of quality and quantity were regularly achieved.

• Interviewed, hired, trained and evaluated all new and existing staff. This included disciplinary action as needed.

• Verified time worked prior to approving payroll and vacation and call-ins to accurately post payroll time.

• Ordered supplies from outside vendors, in-house departments and linen using the in-house manual and computer systems.

• Participated in quality control and quality assurance data to meet NYS Department of Health, JCAHO and OSHA regulations.

• Facilitated in-service training programs for staff and other department leaders as requested.

• Resolved patient, nurse managers, and other staff complaints about the cleanliness of assigned areas.

• Identified areas for improvement to include: increasing cleaning times throughout the day, specific areas that will need additional cleaning, or unidentified areas that should be cleaned.

• Professional Outcomes: Implemented employee incentive programs which increased attendance rates by 10%

Tennessee Primary Care Health Organization, Nashville, TN 1994 – 1996

Patient Account Representative/Medical Biller

• Processed medical claims to ensure prompt payment resolution to provider and insurance companies.

• Knowledgeable of medical terminology ICD-9 and CPT-4 codes.

• Provided benefit interpretation and provider networking to patients and providers.

• Resolved routine patient billing inquiries/problems to increase revenue and participants.

• Managed HMO medical claims processing.

• Coordinated immunizations and HIV/AIDS testing outreach programs. Served as company liaison for physicians and subscribers significantly increasing community involvement.

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