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Director Client Services, Operations, Document Management Resume
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| Desired Industry: Customer Service/Technical Support |
SpiderID: 2905 |
| Desired Job Location: Princeton, New Jersey |
Date Posted: 6/19/2005 |
| Type of Position: Full-Time Permanent |
Availability Date: April 2006 |
| Desired Wage: |
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U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, 25-50% |
| Highest Degree Attained: Masters |
Willing to Relocate: No |
Objective:
Client Services Director skilled in Call Centers, Relationship Building, Sales, Document Management, Records Imaging, Operations, Training, Quality Control, Human Resources and Vendor Management. Expertise in IVR’s, business process outsourcing (BPO), application software provider (ASP), projects and new business development. Enjoys team building in fast-paced work environments. Industry experience in Telecom, Financial Services, Electronic Bill Payment (EBPP), Government Healthcare Insurance and Law.
Experience:
Maximus, Inc.
East Windsor, NJ 2/02 -
Senior Director of Client Services & Operations
For this business process outsource (BPO) vendor manages the NJ Dept of Health & Human Services¡¦ healthcare insurance programs and the account relationship. HIPPA compliant. Staff of 160 with 7 direct reports. Responsible for Client Services, Call Center, Document Imaging, Records Retention, Archive Vendor, Case Registration, Exemption Nurse, Managed Care Enrollment Data Entry, Eligibility Underwriting, Help Desk, Training and Quality Assurance. Division generates revenues in excess of $10,000,000 annually. Over 130,000 participants enrolled.
„h Relationship liaison manager between State officials (Governor¡¦s Office, Senators, Assemblyman, DHHS), Counties, HMO¡¦s, hospitals, physicians, pharmacies and customers to address case and program issues.
„h Accountable for $4.6 million salary and benefit budget, recruiting, work priorities and production monitoring.
„h Leveraged staffing resources by analyzing and integrating 6 functions (Registration, Data Entry, Eligibility, Medical Emergencies, Termination and Newborn processing) while maintaining the same headcount.
„h Revised all exempt and non-exempt job descriptions and created an employee development career path linked to expectations, education, training, quality, policy adherence, technical and customer service skills.
„h Responsible for contract compliance and reporting. Division has met contract requirements since March 2002.
„h Facilitates conference calls, meetings and site visits with the customer, auditors and vendors.
„h Installed new technologies, including: VisiFlow document scanning and imaging, Multiple Queue Assignment call routing software linked to agent skill sets, and NICE live quality assurance call monitoring and recording.
„h Call load balances inbound and outbound up to 138,000 calls monthly using AT&T and Meridian ACD.
„h Manages Document Control and the archive vendor. Scans and images 3,000,000 records yearly into queues.
„h Wrote Request for Proposal (RFP) on August 12, 2004, explaining ASP workflows and new technologies.
„h Bid in 2004 as the new Deputy Project Manager, a promotion, with expanded duties to include responsibility for over 200 staff in all NJ County field offices, the survey retention unit and the eligibility processing teams.
„h Created a Help Desk in 2002 with an escalated issue tracking system and reporting. Unit has handled over 33,100 customer issues since March 2004. Focus is on (FCR) First Call Resolution.
„h Successfully piloted the new one-page Application, approved by the State, to be implemented July 1, 2005.
Princeton eCom, Princeton, NJ
2/00 ¡V 2/02
Director of Customer Care & Vendor Management
For this eCommerce Internet bill payment company was responsible for 7-day Customer Care operations in New Jersey and Texas. Staff of 60-80 comprised of 2 Managers, 1 Trainer, 1 Project/Vendor Relationship Manager, and research teams. Effectively managed B2B and B2C accounts and services at this fast-paced, rapid growth dot.com.
„h Account Manager and ASP/EDI Support for 1,500 financial institutions and credit unions offering Tier 2 research. Assisted IT with implementations and conversions of 20-30 new accounts per month.
„h Account Manager and ASP/EDI Support for 20 utilities and telecom billers offering Tier 1 customer service. Responded to over 22,000 calls, 12,000 emails and 10,000 bill payment claims monthly.
„h Created Training and Quality Assurance programs for our staff and the sales team.
„h Created a template for Sales to use for Requests for Proposals (RFP¡¦s) and responded to many RFP¡¦s.
Vista Bancorp, Phillipsburg, NJ 10/96 ¡V 2/00
Senior Vice President - Retail Division Head
(Merged now PNC Bank)
Managed Branches, Investment Sales, Marketing, Customer Service Operations and Facilities initiatives at this commercial bank with a staff of 96 in 10 offices. Deposit relationships exceeded $400,000,000.
„h Prepared the 1999-2000 Strategic Plan, Objectives and Goals for the Board and Federal Regulators.
„h Member of the Asset & Liability Management Committee responsible for deposit analysis, pricing, budgeting, product development, regulatory compliance, loan and investment decisions.
„h Facilitated weekly team meetings with managers to review their production, exchange information and plan.
„h Developed and launched new products, such as online banking with 24 hour account access and bill payment.
„h Led the new business development program and generated over $24,000,000 in new loans closed annually.
„h Selected the CRM software to query the database for household size, data, demographics and profitability.
„h Opened a new branch in 1997 and acquired over $30,000,000 new deposits in 2.5 years.
„h Introduced an Alternative Investment Sales Program for annuities, mutual funds, stocks, bonds and insurance.
„h Designed and coordinated the preparation of the 1997, 1998, and 1999 Annual Shareholder Reports.
„h Converted the Credit Card Program to a new vendor eliminating charge-back risk and increasing fee-income.
NJ Bankers Association ¡V Trainer
3/96 ¡V 9/96
Flemington Natl Bank,Flemington,NJ
11/84 ¡V 2/96
Executive Vice President - Administration Division (1991-1996)
(Merged now Bank of America)
Directed a staff of 74 in 8 Branch offices, Marketing, Sales, Operations, Investor Relations, Human Resources, Training, Corporate Secretary, Facilities and Investments. $260,000,000 in deposits. #1 market share in the region.
„h Opened new facilities, including a Computer Operations Center, 2 branches and a Loan Production Office.
„h Member of the senior management team¡¦s Asset & Liability and Marketing Committees.
„h Created a Mortgage Brokerage Division utilizing First Boston Group for the origination of secondary market mortgage sales underwritten to FNMA guidelines and non-conforming loans for the in-house portfolio.
„h Responsible for the service charge schedule and fee-income sales, including profitability analysis and pricing.
„h Created an in-house call center with 24 hour IVR, wrote new procedures and reduced the branch headcount.
„h Appointed by the Board as Corporate Secretary to handled merger issues with attorneys and the broker.
„h Wrote the annual Strategic Plans for the President/CEO from 1987-1995 with objectives, goals and the budget.
„h Managed all Human Resource functions: salary administration, ADP payroll, recruitment, orientations, benefits, terminations, evaluations, employee relations, grievances, policies/procedures, reporting, reward/recognitions.
„h Introduced a new Credit Card Program to earn fee income and set up POS terminals in retail stores.
„h Introduced an Alternative Investment Program selling annuities, mutual funds, stocks, bonds and insurance.
Vice President - Strategic Planning and Project Management (1986-1991)
Regulatory Compliance and Audit Officer (1984-1986)
Wharton, Stewart & Davis, Esqs., Somerville, NJ
1979 - 1984
Law Firm Administrator, Litigation Paralegal
Education:
Bachelor of Science in Business Administration and Finance, Rider University, NJ
Master¡¦s, American Banker¡¦s Association, Stonier Graduate Program, University of Delaware, DE
Thesis 100-pages, ¡§Building the Foundation for Retail Sales¡¨ ¡V Standard of Excellence grade (1998)
Affiliations:
Certification: Regulatory (Audit) Compliance, University of Oklahoma, OK
Certification: Senior Bank Management, Wharton School, PA
PMI - Project Management Institute Course Work
Skills:
Document and Project Management, Records Imaging and Retention,
Multi-tasking in a fast-paced, deadline oriented environment.
Excellent written and verbal communication skills.
Reference:
Available upon request.
Candidate Contact Information:
| Name: (private) |
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| Street: - |
Phone: 908-507-5524 |
| City: - |
Fax: - |
| State: New Jersey |
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| Zip: - |
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