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Customer Service / A/R Manager

Senior Manager at Healthfirst

Longwood, FL

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• 30 years experience as a professional manager, including 17 years in call center management 
• Ability to direct complex projects from concept to fully operational status. 
• Process oriented manager with experience working on multiple projects while successfully attaining corporate goals. 
• Goal-oriented individual with strong leadership capabilities. 
• Organized, highly motivated, and detail-directed problem solver. 
• Proven ability to work in unison with staff, volunteers, and have them work as a team. 
 
Relevant Experience & Accomplishments 
 
Call Center Manager 
• Directed recruitment and retention of supervisors and staff of 100+ employees.  
• Expertise in budgeting, forecasting, training and staffing.  
• Managed multi-million dollar call center operations.  
• Oversaw operations of claims, customer service, and quality monitoring.  
• Experienced with Banking, Medical Equipment and Long Term Care Insurance policies.  
• Wrote letters to State Insurance departments regarding member complaints.  
• Helped kick-off strategic planning modules to increase staff productivity.  
• Experience in writing processes and procedures used in customer service call centers. 
• Software solutions included ASPECT/NORTEL/KRONOS/GP/SHORETEL. 
• Formulated, wrote, and implemented new employee orientation manuals. 
Bank Management/Supervision 
• Directed recruitment and retention of supervisors and staff of 20+ employees.  
• Trained, supervised and evaluated staff, coached improvement management skills.  
• Resulted in multilateral staff achievement of work objectives.  
• Experienced in Operations, Branch and Supermarket banking. 
• Successfully refined and implemented new projects 
Retail Management 
• Responsible for directing as many as 20 retail store associates.  
• Maintained and increase revenue of a $1.4 M retail establishment.  
• Worked as a buyer for both soft and hard good products.

Work Experience

Customer Service / A/R Manager

QAS / Alere Home Monitoring
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Maitland, FL
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November 2007 to December 2011

• Responsible for operations of daily calls made to Inbound/Outbound agent center for patients that do home testing for their Coumadin management 
• Developed screen scripts used by agents, and created training programs used by CSR’s. 
• Work with CSR’s to educate patients on the importance of testing as prescribed, and have them call in their INR results to the IVR system. 
• Help train CSR’s to build relationships between customers and QAS to grow and retain their business. 
• Trainer for various tools used by employees in the Call Center, including Giving and Receiving Feedback facilitator for all new employees. 
• Monitored and provided quality analysis and training to CSR’s. 
• Previously responsible for overseeing daily activities of Insurance department  
• During the 1st quarter of 2009, team was able to save QAS approximately $26,000 in mis-shipment of recurring orders to patients who were not testing as prescribed. 
• Presently supervise group of 27 employees responsible for the collection of debt from customers utilizing Alere Home Monitoring devices.

Senior Manager

Healthfirst
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Maitland, FL
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October 2006 to October 2007

• Oversaw operations of 130 person call center including 6 managers and supervisors responsible for claims and customer care of Medicaid, Medicare, Family Health plus (FHP), and Children Health plus (CHP) products. 
• Customer base was 100,000 in the NY/NJ Region

Call Center Supervisor

Long Term Care Group, Inc
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Maitland, FL
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October 2006 to October 2007

• Oversaw operations of daily calls made to Inbound/Outbound agent center of 12 individuals. 
• Developed screen scripts used by agents, and created training programs used by CSR's. 
• Monitored and provided quality analysis and training to CSR's. 
• Responsible for all human resource responsibilities including hiring, disciplinary and training

Operations Manager

Mellon Bank
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Philadelphia, PA
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2001 to 2006

• Supervised 15 individuals and responsible for policy writing, compensation review, human resources procedures, business development and strategic planning. 
• Oversaw daily operations of IRA Customer Service call center

Asst. Manager

Supermarket Banking, Mellon Bank
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Medford, NJ
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1999 to 2000

• Managed bank personnel responsible for mortgages, loans, and IRA closings.

Manager/Buyer

Various Companies
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Marlton, NJ
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1997 to 1999

• Sales of Yellow Page Ads to customers in South Jersey and Philadelphia 
Customer Service Manager, Sight & Sounds Distribution, Mt Laurel, NJ 
• Supervised 8 customer service individuals for video distributor 
Customer Service Manager, Mellon Bank, Philadelphia, PA 
• Managed and supervised tellers and banking personnel in Mellon's University of Penn branch 
Customer Service Manager, Commonwealth/Mellon, Harrisburg, PA 
• Helped kick off 1st call center operation for Mellon Bank, responsible for helping customers with banking transactions. 
Store Buyer, Convenience Distributors, Camp Hill, PA 
• Oversaw purchase of all durable items for 25 store food chain 
Store Manager, Gap Store, White Plains, NY / Lancaster, PA 
• Supervised as many as 20 sales associates for The Gaps #1 fashion store in White Plains, NY, then transferred to Lancaster, PA

Asst Buyer

Lord & Taylor
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New York, NY
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1986 to 1997

New York, NY 
• Supervised sales associates and was responsible for purchases of women's apparel for Lord & Taylor's branch store and New York operation. 
 
Prior Experience 
1986-1997 
1995-1997 
1992-1995 
1990-992 
 
1986-1988 
1985-1986 
1982-2/1984

Education

B.S. in Retail Management

Purdue University

Skills

Operations, Customer Service, Accounts Receiveable, Management, Call Center