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Customer Service Field Resume
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| Desired Industry: Business/Management |
SpiderID: 9867 |
| Desired Job Location: Rancho Cucamonga, California |
Date Posted: 11/22/2006 |
| Type of Position: Full-Time Permanent |
Availability Date: ASAP |
| Desired Wage: 43,000 |
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U.S. Work Authorization: Other |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, Less Than 25% |
| Highest Degree Attained: High School/Equivalent |
Willing to Relocate: No |
Objective:
To obtain a position which would provide the opportunity to utilize my abilities in the area of Customer Service, Secretarial, or clerical position. A position that would offer a challenge and potential for advancement.
Experience:
EMPLOYMENT EXPERIENCE
Kaiser Permanente Medical Group
Appointment Call Center
Kaiser Foundation Health Plan
(February 2001 to March 2006)
SUPERVISOR
Manage team members in order to develop and maintain a superior call center, which meets the needs of customers and organization. This included handling personnel issues, ensuring that service standards were met, interacting as necessary with other KP departments, resolving complex problems and answering difficult questions which arise, acted as a resource to team members, assisting team members during peak periods, monitoring quality of service, and tracking service issues. Acted as liaison for several departments and handled any scheduling problems with my Master Scheduling staff. I also met quarterly with all staff members in regards to feedback on their performance
MEMBER SERVICE CALL CENTER
(October 1995-February 2001)
STAFFING COORDINATOR
Involved in the areas of statistical analysis and scheduling. Develop hourly, daily, weekly and monthly historical reports from the Automated Call Distributor and Contact Management systems for presentation to management and outside agencies. Ensure the development and maintenance of profiles and user ID’s for the customer service representatives in the ACD and Contact Management systems (for skill based routing and scheduling purposes). Ensure utilization of the Workforce Management systems to forecast, schedule, and show adherence for customer service representative’s schedules. Also responsible for workstation reassignments, processing of request for vacation and time off for 300 plus Customer Services Representatives. As a staffing coordinator I also worked very closely with Team Managers regarding statistical reports and MAX information for their Customer Service Representatives and ensured the department was adequately staffed throughout the day.
ADMINISTRATIVE ANALYSIS MANAGER
Manage staff of Administrative Analysts in the areas including statistical analysis and scheduling. Develop hourly, daily, weekly and monthly historical reports from the Automated Call Distributor and Contact Management systems for presentation to management and outside agencies. Ensure the development and maintenance of profiles and user ID’s for the customer service representatives in the ACD and Contact Management systems (for skill based routing and scheduling purposes). Ensure utilization of the Workforce Management systems to forecast, schedule, and show adherence for customer service representative’s schedules.
TEAM MANAGER
Manage team members in order to develop and maintain a superior call center, which meets the needs of customers and organization. This included handling personnel issues, ensuring that service standards were met, interacting as necessary with other KP departments, resolving complex problems and answering difficult questions which arise, acted as a resource to team members, assisting team members during peak periods, monitoring quality of service, and tracking service issues.
Interact with MSA/CSA Member Services personnel to ensure consistency in benefit interpretation and other customer service issues. Interact with other KP departments to promote and resolve Call Center customer service issues and act as a member advocate.
Represent Health Plan within the local community on benefits and service matters.
In coordination with Call Center staff, interview, coach, counsel, discipline and terminate staff using a team approach.
Encourage and foster a team environment and ensure that the team effectively shared responsibility and accountability for the Call Center’s success.
QUALITY ASSURANCE ANALYST:
Monitor Customer Service Representative’s delivery of quality phone service to ensure high service standards were maintained. Provided ongoing feedback to Team Managers and coached Customer Service Representatives to achieve continuous service quality improvement.
Analyzed data and provided clear, concise reports regarding quality and productivity issues related to customer service representatives to the Call Center Management Team.
MEMBER SERVICES-FONTANA MEDICAL CENTER
(February 1990-October 1995)
CASE MANAGEMENT
Acted as a liaison between management and health plan member in problem or complaint resolution, which included handling potential liability complex cases.
Processing and monitoring ineligible accounts which required coordination with various administrative departments and physicians to ensure appropriate communication to member and/or family.
Responsible for compiling office data for the preparation of monthly reports, which were distributed to Medical Center and our Regional Management.
Group Orientation
Scheduled and provided Medi-Cal Group and individual benefit orientations (received Waxman Duffy certification 10/90.
Provided benefit orientations pertaining to individual plans; transition plan; and Senior Advantage provisions.
Southern California Permanente Medical Group-Receptionist
(August 1989-February 1990)
Operated “CARE” system for member appointments. Assisted with patient registration; which included cashier duties of cash and balancing invoice reports.
Education:
Education: Chaffey College 9985 Haven Avenue
Rancho Cucamonga
Degree: Business Administration
Graduated 06/04
Skills:
My typing is approximately 55wpm. I have worked on Microsoft Word, Excel, Access and Powerpoint.
Reference:
Available upon request.
Candidate Contact Information:
This candidate has chosen not to make contact information available on this page.
Click "Contact Candidate" to send this candidate a response. |
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