Manager Customer Service
Resume:
Kristy Campbell
Atlanta, Georgia 30331
Phone 770-***-**** Email ******.*********************@*****.***
OBJECTIVE
To secure a position that would allow me to operate in my areas of expertise by utilizing my obtained education, experience, and established relationships within the healthcare industry to assist in the growth and profitability of that organization.
I strive for excellence in all areas of life; looking forward to new challenges and the continued ability to learn and participate in new ventures. I’ve patterned my life/ and work ethic around supporting others through attempting to making a significant difference in another individual’s life both on a personal and professional level.
QUALIFICATIONS
Twelve years in recruiting, credentialing of professionals, and placements
Twelve years experience in business development/ and sales
Twelve years handling AP, AR, and payroll
Ten years experience in operations/ office management
Experience providing staff orientation and training
Excellent written and verbal communication skills
Excellent computer skills with proficiency in MS Office applications, ATS, internet and email
Excellent conflict resolution and problem-solving skills
Strong organizational skills with attention to detail
Ability to deal effectively with a wide variety of individuals & groups, both internally and externally
Ability to manage multiple projects, prioritize assignments and meet deadlines
Ability to multitask and work in various work settings
Commitment to excellent customer service
Flexible, positive, team player
TRAINING and SPECIAL SKILLS
ATS and Recruitmax
Taleo Software
TSS/ RSS Software
Stafferlink Software
Healthworks, Staffmed
Microsoft Office, Quickbooks Professional , ADP/ Quickbooks Payroll
C.O.A.T.S Staffing Software
Medical Billing
WORK HISTORY
2008 – 9/2011, Manager of Staffing, Recruiting and Call Center Operations, Staff Relief Inc., Jonesboro, Georgia
Responsibilities:
Recruited and placed: RN’s, LPN’s, CMA’s, C.N.A’s, and Allied Health professionals.
Source/ Prospect candidates through various methods i.e. email campaigns, cold calling, direct mail, internet posting, referrals, direct recruitment, ATS, job fairs/ conventions and a mixture of other means.
Facilitated the hiring process, which includes thoroughly interviewing and screening candidates; requesting and receiving all compliance paperwork; reference checking, license verification; submitting qualified candidates to the client
Extend Verbal/ and Written Offers, setup and negotiated travel arrangement, and housing accommodations for travel clinicians
Worked closely in collaboration with Nursing Leadership, individual Nursing Unit Managers and Corporate HR Management to successfully fill the clients supplemental/ and contract needs per facility.
Maintained and updated the roster/register of employees, including float pool and any agency staff eligible to work with obtained clients.
Managed the forward planning and day to day scheduling of employees consistent with scheduling best practices and the client’s collective bargaining agreement.
Managed internal float pool resources and scheduling of float pool employees.
Managed agency staff utilization and coordination agency staffing programs.
Managing the mix of staffing utilization to achieve the lowest possible staffing cost consistent with the hospital’s clinical standards and the hospital’s collective bargaining agreement.
Managing hospital’s team of Scheduling Coordinators.
Staff vacancies will be managed with HR and Nursing Units.
Participate in the planning and execution of recruitment drives with the support of the HR Manager.
Liaise with line managers in terms of finding solutions to recruitment issues.
Participated in the screening of prospective employees and new members of the float pool.
Participated in the sourcing, implementation and management of a new scheduling software solution.
Manage and supervise the daily functions of all department staff including assisting with annual reviews, working to resolve issues in all areas of the call center positions, overseeing staff training and handling timecard management.
Perform duties as a working manager which includes answering call center calls during peak times and when department is short staffed.
Establish and oversee internal policies and procedures including implementing new procedures with changes for departmental and organizational effectiveness.
Handle complex customer complaints or inquiries.
Act as liaison with team leaders including gathering information and resolving issues.
Manage and analyze performance statistics including making decisions to maintain and improve quality.
Improve efficiency by sourcing new equipment and technology to maintain demands in the organization; ensure that call center continues to provide support to other service lines.
Produce departmental reports to physician liaison.
Maintain network connections with community resources.
Understand industry standards and communicate call metrics to direct reports and organization.
2004 – 11/2008, Director of Healthcare Services, MSI International, Atlanta, Georgia
Direct Report: Keith Colson, 770-***-**** or 706-***-****
Responsibilities:
The overall development of the entire Healthcare Division
Participated in the selection of primary databases, ATS, and additional software programs that would be utilized with this division
Developed/ and Negotiated client contracts that would be utilized with potential vendors to initiate business; participated in Management meetings to set the budget projections for the Healthcare unit
Successfully recruited Physicians, Nurses, Allied Health ( OT, PT, and Speech), Pharmacists, Pharmacy Techs, C.N.A/ PCT, CMA, Medical Billers/ and Coders, Unit Secretaries, and Front Office Staff using a number of assessments in order to match their skills and qualifications with current job openings
Source/ and Prospect candidates through various methods: email campaigns, cold calling, direct mail, internet posting, referrals, direct recruitment, ATS, job fairs/ and conventions along with a mixture of other means.
Facilitated the hiring process, which included thoroughly interviewing and screening candidates; requesting and receiving all compliance paperwork; reference checking, license verification; then submitting qualified candidates to the clients
Responsible for making weekly performance report calls to clients; required to maintain minimum performance standards per month; while continuously working on developing creative recruiting strategies to assist in obtaining division’s goals
Extend Verbal/ and Written Offers, setup and negotiated travel arrangement, and housing accommodations for travel clinicians
Worked closely in collaboration with Nursing Leadership, individual Nursing Unit Managers and Corporate HR Management to successfully fill the clients supplemental/ and contract needs per facility.
Maintained and updated the roster/register of employees, including float pool and any agency staff eligible to work with obtained clients.
Managed the forward planning and day to day scheduling of employees consistent with scheduling best practices and the client’s collective bargaining agreement.
Managed internal float pool resources and scheduling of float pool employees.
Managed agency staff utilization and coordination agency staffing programs.
Managing internal team of Recruiting/ and Scheduling Coordinators.
Staff vacancies will be managed with HR and Nursing Units.
Collected, verified, and processed time records of all external employees on a weekly and daily basis; processed, generated and mailed client invoices for submittal, collaborated with Corporate controller and handled any issues with outstanding aging
Accomplishments (MSI International):
I’ve excelled and received awards/ or accommodations that involved the development of a contract recruiting/ staffing division for one of Georgia’s most prestigious small business firms with open requisitions throughout the United States with the division generating gross sales of over 4 million annually.
Instrumental in the acquisition of (2) two Staffing and Recruiting companies.
Obtained the companies first Vendor Onsite relationship.
Qualified for (3) three company incentive trips to: Amelia Island, Fla., Paradise Island, Bahamas, and Monaco by exceeding the outlined goals within the Healthcare division and maintaining profitability. Member of the Georgia Association of Personnel Services
Company Rookie of the Year
Director and President Club Member
Awarded Gold and Platinum Awards as a top company producer
2002 – 2004, Office/ Branch Manager, Talent Source Inc., Atlanta, Ga.
Company was acquired by MSI International
2001 - 2002, Office/ Branch Manager, Medical Staffing Network, Atlanta, Ga.
Accomplishments:
Contributed to the success of one of the largest national healthcare travel agencies and brought the office revenue from 0 to 80,000.00 weekly sales within a period of (6) six months, while maintaining an outstanding profit margin.
1998-2001, Medical Office Manager, Pediatric and Neonatal Clinic, Atlanta, Ga.
Direct Report: Linda Gamble
Responsibilities:
Manage the overall office operations
Manage/ participate in operating policies and procedures which may include clerical operations, patient reception, scheduling, billing and communications.
Manage/ participate in accounting, budgeting and revenue procedures and goals. Oversee charge capture and billing procedures.
Manage work flow to ensure timely and high quality task completion and effective distribution of work across support staff.
Administer payroll, human resource procedures, office procedures and related work flow
Supervise clerical staff
Select, train and develop reporting personnel. Establish goals, appraise employee performance and recommend personnel and salary actions as appropriate.
Establish and maintain procedures for orientation of new employees.
Direct work assignments, maintain current position descriptions and initiate position reviews as appropriate.
Ensure submission of payroll related information.
Act as liaison with Human Resources and Payroll.
Maintain budget
In collaboration with Administrator, prepare budgets, monitor variance and make budget recommendations.
Monitor department spending and maintain ledgers.
Review accounts on a monthly basis to ensure accurate balances.
Coordinate interactions and paperwork for Accounts Payable and Receivable.
Ensure inventory of office supplies and equipment is maintained and monitor maintenance agreements.
Approve purchase requisitions, check requests, and supply expenditures.
Facilitate departmental compliance with all regulatory, licensure, and accreditation requirements and setup the fellowship programs and credential all residents.
EDUCATION
2001, Certification Human Resource Management, Clayton State Center for Continuing Ed.
1992, Associate in Business Administration, Atlanta Metropolitan College
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