Customer Service Manager

CUSTOMER SUPPORT MANAGER

Possess **+ years’ successful, progressive experience in call center / customer service / workforce management, deploying systems, DME field service support, developing procedures, training & development, partnership-building, Business Process Outsourcing (BPO). Skilled business vision: innovative, challenging approach to analytical problem solving, methods optimization and gap analysis. Recognized authority in diagnosing operational problems, identifying best-practices, and implementing improved solutions. Well-regarded mentor; regularly conduct successful training programs. First-rate interpersonal skills consistently foster smoother-running teams, healthier work environments and happier customers.

Call Center Operations Change Management Project Management

Budget Management Quality Control (QC) Recruitment & Training

Contract Negotiations Cross-Cultural Experience Business Development

Eco-friendly Product Development Global Experience Highly Analytical

TECHNOLOGY

O / S: Windows 7-98-Vista, OS/2, Mac OS, UNIX, AIX, Linux, Novell Netware, FISS. Software & Tools: MS Excel, Outlook, PowerPoint, Word, Access, Project; Lotus Suite, Freelance, AS400, Oracle, Crystal Reports, Remedy, Blue Pumpkin, Service Edge, Banta products, Norton Utilities, antivirus software, Avaya Supervisor v16, CMS, Nice, Witness, VOIP, Oracle Seibel CRM, Work Force Manager, Visio, Adobe Acrobat. Verint 360, Vectra View, Sales Force, IEX, Bomard, TDO, Dental sofware

Hardware: PC assembly and repair, servers, routers, switches, RISC, PBX systems, Avaya, ATM, Networks, system installations.

Certifications: ITIL V3 Foundation Certification, A+, Network+, MCP, OS / 2, Life, Windows 98, I-9 Verifier

Awards: IBM Service Agreement Leader (multiple years), IBM Employee of the Quarter Award

License: Health & Life Insurance License; State of California

PROFESSIONAL EXPERIENCE

Technical Service Manager-Consultant, The Digital Office (TDO) San Diego, CA 2012 - Present Managed and consultant help desk agents to provide remote software support within the USA and worldwide for the Dental community. Handled inbound calls, chat and emails inquires regarding software and hardware solutions.

• Analyze processes to develop and identify programs and applications to provide world class support.

• Provide assistance with current training processes, repair procedures and call handling work flows.

• Recruit, hire, train, lead all customer service representatives.

Customer Technical Service Manager, ACS – Xerox; El Segundo, CA 2011 - 2012

Serve as call center supervisor managing 20 agents with $3M annual budget. Handle inbound calls regarding MEDI-CAL for State of California contractor.

• Supervise call center staff assigned to TAR Automation system in CA-MMIS (CA Medicaid Management Information Systems) field offices and TAR Processing Centers (TPC).

• Provide assistance with claims, DME, billing, review and examination of CA-MMIS terminology, plus medical terminology and abbreviations.

• Stay abreast of constantly-developing trends in healthcare practices, equipment and technology.

• Recruit, hire, train, lead all customer service representatives.

• Ensure highest levels of QC, and customer service are met while adhering to strict regulatory / Medicaid guidelines.

DONALD LANE – PG. 2

Workforce Manager & Customer Technical Service Manager, Karl Storz; El Segundo, CA 2008 - 2011

Managed 5-person technical call center for German-based medical equipment maker. Drove all business process and technology improvements; oversaw team handling customers including hospitals, surgery centers, physicians.

• Managed $2M project redesigning call center. Implemented software including Avaya CMS, Verint 360, Blue Pumpkin, and oversaw call & written correspondence quality, workforce scheduling systems.

• Collaborated with multiple business units to understand, define requirements for call treatment / routing, and operational management, real-time displays / historical reporting. Leveraged industry-leading products.

• Served as conduit between customer support department, other business units.

• Investigated, implemented call-routing strategies, scheduling and forecasting models. Created root-cause analysis using CRM strategies.

Customer Service Director / Manager, WellPoint-Anthem; Camarillo, CA & Indianapolis, IN 2002 - 2008

Led 45-agent call center in Medicare Member & Provider Services division handling inbound calls, email enquiries with $2M annual budget. Directed multiple functions within claims and customer service.

• Established virtual call center with three (3) locations, drastically improving KPI metrics each year.

• Boosted performance by recommending, installing improved call center phones and applications.

• Managed teams of insurance and claims agents supporting physicians, agents, patients with medical inquiries, Medicare Part A & B / open enrollment insurance issues.

• Groomed agents for senior positions and responsibilities.

• Hired, trained, coached, mentored all agents, including many who went onto successful tenures with company.

• Ensured proper management controls / resultant monitoring and reporting of data adhering to Medicare & Medicaid (CMS), Government policies, including Contractor Performance Evaluation (CPE), Budget Performance Requirements (BPRs), HIPAA, all other standards were met / exceeded.

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Software / Help Desk / Field Support Manager, IBM Corporation; 1990 - 2002

Oversaw 45-agent, 24/7, global enterprise-level helpdesk with $3M annual budget supporting Microsoft, Novell, and internal network. Provided Level 1 & 2 support via email and phone. Handled telecommunications, networks, operating systems, software, hardware products and services.

• Hired, trained, promoted, mentored all support teams at 300-seat call center.

• Reported team KPIs in 1st-call resolution, abandon rate, ASA, AHT.

• Served as field manager overseeing 12-agent team installing, maintaining, and servicing customer computer products and equipment.

• Evaluated, reformulated salary and position structures to reflect new groups, trends.

• Reviewed, selected, purchased software and hardware products.

MILITARY BACKGROUND

Communications Technician / Staff Sergeant E5, United States Air Force; Vandenberg AFB, CA

Installed and repaired telecommunications, video and audio communications lines on military base. Honorable Discharge.

EDUCATION

BA, Business Management, Glendale University; Santa Fe, NM

AS. Associate Degree, Fisher College, Boston, MA

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