Customer Service/Call Center Manager

SUSAN M. WELBORN

*** * *** ***** ***; Jupiter; FL 33458; 561-***-**** (cell) ; *********@*******.***

OBJECTIVE

To obtain a position with a company where excellent analytical, technical and customer service skills can help to improve the company's profitability and my professional goals

PROFESSIONAL EXPERIENCE

Billing Manager – Plastic/Reconstructive/Hand Surgery (Part-Time) (07/09- Present)

Palm Beach Plastic Surgery – Dr David Rankin, MD

• Responsible for contract negotiations with major insurance companies

• Physician credentialing with new carriers as necessary

• Billing, collections and follow up on all insurance claims and patient accounts

Regulatory/Compliance Manager – Medical Device Manufacturing Company (06/09 – 02/10)

ProTech Radiation Safety – Palm Beach Gardens, FL

• Responsible for overseeing all US and International Regulatory issues and compliances

• Responsible for ISO9001:2000 and ISO13485 certifications

• Responsible for developing 510(K) compliance for new manufactured product

• Initiated new order tracking software on production floor

• ISO9001 Certified Internal Auditor

National Field Operations Manager – Scientific Instruments Division (03/08 – 05/09)

Thermo Fisher Scientific – West Palm Beach, FL

• Responsible for overseeing all US call centers for Scientific Instruments Division

• Trained with field engineers on Mass Spectrometers, LCMS, GCMS for lab analysis

• Proficient in SAP and Maximo for both service dispatch, inventory, billing and asset management

• Responsible for supply chain management and spare parts inventory as well as Order Entry Department

• Initiated concept of “Customer Liaison” to closely interact with strategic clients to gauge the voice of the

customer and improve the effectiveness of the Call Center in the both the eyes of the internal and

external customers

• Work closely with Field Service Engineers for improvements to SAP call dispatch and escalated

customer issues

• Responsible 95% metric improvements for ASA and Abandon Call rates

• ISO9001 Certified Internal Auditor as well as Quality Site Leader for West Palm Beach site

Client Services Manager – Electronic Payment Company (08/06 - 03/08)

Payformance Corporation – Jacksonville, FL

• Responsible for overseeing contract for Blue Cross Blue Shield of Massachusetts and Blue Cross of

New York

• Provide client-specific knowledge to the organization representing the needs of assigned client to

ensure operational processing, support and product development

• Manage change orders/projects for assigned clients. Coordinate all activities through the project life

cycle including documentation, project plans, status meetings, etc.

• Develop, implement, and manage the Provider roll-out strategy for assigned clients. Participate

during initial project implementation to assist with these activities. Included are scheduled market

roll- outs with Payer, coordinate with Training & Development Manager to secure proper training

materials and provider training sessions. Prepare weekly status reports indicating success of roll-out

schedule

• Recommend, develop, and submit policies and procedures to support the Client Services Department.

Business Office Lead – Hospital Business Office (05/04 – 08/06)

Jupiter Medical Center – Jupiter, FL

• Responsible for overseeing all Commercial insurance contract administration and negotiations

• Responsible for all monetary adjustments to all accounts after insurance payment

• Instrumental in development and testing of new integrated hospital billing system

• Responsible for internal business office audits of patient accounts, processes and claims submissions

• Responsible for bad debt/collections write off of accounts

• Initiated “Self Pay Blitz” weekends to maximize major increase in self pay collection accounts

SUSAN M. WELBORN

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Call Center Manager – Call Center/Helpdesk/ IS Support (05/00 – 03/04)

Genesis Health Ventures – Kennett Square, PA

• Responsible for developing audit system for improved customer service

• Provided guidance to staff for escalated calls and problem resolution

• Responsible for all payroll changes, updates, timekeeping

• Enforced company confidentiality and HIIPA regulations

• Completed personnel evaluations, interviews, terminations, general HR duties

• Responsible for all cell phone, blackberry and laptop distribution

Customer Support Specialist Team Leader (10/96 – 05/00)

CIGNA Systems Division –Voorhees, New Jersey

• Team Leader for Dedicated Support Unit (team that supported 60,000 employees)

• Trainer for all new hires, co-ops and temps

• Responsible for hiring, termination’s, evaluations, general HR duties

• Enforced Information security and protection guidelines

• Responsible for creating policies and procedures for Dedicated Support Unit

• Customer Support Center liaison for Systems Division and various lines of business

• Responsible for implementing customer service initiatives in IS environment

• Responsible for developing concept of IT Support sales to all lines of business for CIGNA

Call Center Supervisor

• Dental/Medical Call Center and Claims Processing Floor Supervisor

• Ensured all claims were processed in a timely manner exceeding customer SLA

• Responsible for training new hires and temporary employees as needed

• Responsible for resolution of all escalated customer complaints and calls

• Responsible for call center staffing using Blue Pumpkin forecasting software

• Developed cost saving and efficient method to enhance claims processing

Mechanical Engineer/Project Manager (9/85 – 9/96)

U.S. Army Human Engineering Laboratory; Aviation/Air Defense Team– Aberdeen Proving Grounds, MD

• Managed ergonomic issues and concerns for government projects

• Key member on the Patriot missile project the most capable anti-air defense

missile to date, achieving project timelines under budget and ahead of schedule

• Collected, evaluated and analyzed project data from initial concept and design

through testing and product finalization

• Supervised hundreds of US Army soldiers in multiple locations

• Wrote and published project results in government Technical Manuals (TMs)

• Presented and briefed top Department of Defense/Pentagon officials on assigned projects

EDUCATION

B.S. Business Management – Immaculata College, West Chester, Pennsylvania - 2000

B.S. Mechanical Engineering – Florida Institute of Technology; Melbourne, FL – 1989

SKILLS

Microsoft Power Point, Word, Excel, Access, Publisher, Project Manager, Outlook, SAP; ISO9001 Certified Internal Auditor, Kaizen, PPI

AWARDS, ACTIVITIES &

MEMBERSHIPS

CIGNA Gold Excel Award of Excellence

CIGNA Writing With Care Achievement Award

AAPC Certification 2003

Distinguished Lt. Governor’s Award; Key Club International

Jupiter High School Key Club Advisor

REFERENCES

Available upon request

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