Customer Service | Telecommunications| Collections| Policy/ Procedure Development | Strategic Planning | Customer Advocacy | Workflow Analysis Team Building | Recruiting and Hiring | Performance Evaluation | Client Relations | Conflict/Issue Resolution
Operational Management | Proactive Leadership | Project Management | Medical Terminology| Employee Training and Coaching

Qualifications Summary

Hardworking customer service, telecommunications, and managerial professional with many years of experience and a proven history of success prioritizing workflow, directing daily operations, leading execution-minded teams, and going above and beyond to exceed customer expectations. Resourceful thinker who excels at implementing creative solutions to solve even the most complex problems/issues. Detail-oriented and places a premium on organization, planning, and quality. Dedicated and trustworthy; strong interpersonal skills; always maintains the utmost personal integrity and customer confidentiality.

Core Competencies

• Friendly and positive team player and natural leader with extensive experience building and supervising teams
• Excellent communication (both oral and written) and interpersonal skills to easily establish rapport with others
• Computer savvy and proficient in Microsoft Office Suite applications (Outlook, Word, Excel, and PowerPoint)
• Flexible and versatile with strong time-management and multi-tasking skills to thrive in fast-paced situations

Professional Experience

Program Manager, Confidential, Harrisburg, PA 9/10 – 3/11

Spearheaded and directed a large-scale telecommunications project for the Department of Labor & Industry. Coordinated all logistics for the transfer of telecommunication services from the current network to a new network. Scheduled and led meetings with area managers within the Department of Labor & Industry to prepare for the transfer of services. Negotiated rates with vendors and service providers. Quickly troubleshot and resolved issues.
Expert in utilization of ISS system; Proficient in use of Commonwealth Remedy system.

Customer Service Manager (Government), Confidential, Mechanicsburg, PA 12/03 – 11/09

Served in a multifaceted leadership role, providing strategic oversight to a customer service team of 28 installation coordinators and directing the installation and implementation of over 75,000 voice and data circuits throughout the Commonwealth of Pennsylvania. Managed customer service activities including: order accuracy, order entry, delivery schedules, coordination with customer and vendors, post sales support, problem resolution, installation and service management. Assessed team staffing needs and then recruited and hired customer-oriented employees. Evaluated individual employee performance and provided job-specific coaching and discipline to increase productivity. Quickly addressed and resolved customer issues, including escalated and complex issues. Established and provided analysis on performance metrics for the department as well as created and published logistics service metrics on a weekly and monthly basis based on contract SLA’s.

• Communicated with 27 different telecommunication providers throughout Pennsylvania to troubleshoot issues
• Led training in telephony, customer care, and ISS for staff and Commonwealth of Pennsylvania employees
• Implemented process improvements and procedures that significantly increased installation efficiency
• Served as ISS system administrator as well as expert as a user

Regional Customer Care Manager (Government), Confidential, Mechanicsburg, PA 11/02 – 12/03

Directed the implementation of customer care functions throughout several Commonwealth of Pennsylvania areas to attain sales, expense budget, and capital employment goals. Provided strategic leadership and motivation to 5-8 general managers and 45 customer care employees. Developed and delivered regional customer care training sessions. Educated general managers, customer care managers, and supervisors about customer service standards. Established bad debt and accounts receivable standards & advised managers on adjusting and writing off bad debt.

• Directed operations in the Customer Care Department for the Commonwealth of Pennsylvania Project
• Developed timelines, handled billing, and established remittance standards to exceed customer satisfaction goals
• Implemented collections procedures and led the recovery of more than $4M in uncollected revenue

Customer Service Supervisor (Government), Confidential, Mechanicsburg, PA 6/02 – 11/02

Prioritized daily workflow, created employee schedules, and lead a team of 11 communication consultants working on the Commonwealth of Pennsylvania telecommunications project and 13 customer service administrators in the Regional Billing/Collections group. Ensured all tasks were delegated and deadlines were met. Served as the acting manager during manager absences. Evaluated staff performance and engaged in disciplinary action when needed. Mediated employee conflicts and resolved escalated issues from angry customers. Distributed all transition orders.

• Collaborated in recruiting and hiring decisions; led one-on-one employee training and coaching sessions
• Interacted directly with telecommunication provider contacts to resolve order, process, and service issues
• Served as point of contact for level 2 trouble shooting

Communication Consultant (Government), Confidential, Mechanicsburg, PA 11/00 – 6/02

Served in a front-line leadership role as the single point of contact for voice services on Pennsylvania State Police and Department of Military and Veterans Affairs accounts. Liaised directly with customers and all departments within the company. Assessed individual customer needs and educated customers on service and product offerings. Compiled and analyzed data, issued orders, and facilitated voice transitions. Monitored orders through provisioning and installation to ensure accuracy and completion. Traveled to customer sites to place & test telephone equipment.

• Developed and led training/coaching sessions for end users to ensure proper utilization of telephone equipment
• Oversaw transitions from telecommunication providers; provided direct troubleshooting support to clients

Customer Service Supervisor (General Business), Confidential, Mechanicsburg, PA 5/00 – 11/00

Created employee schedules, delegated daily tasks, and supervised 14 customer service administrators and several other support professionals. Monitored staff time and approved leaves. Collaborated with managers in recruiting, interviewing, and hiring service-oriented staff. Trained and motivated employees in utilizing effective customer service techniques. Intervened in employee conflict situations and resolved complex and escalated customer issues.

• Cultivated a positive and team-oriented working environment to increase productivity and reach company goals

Also possess an ongoing commitment to volunteer/community service. Currently serve as a Court Appointed Special Advocate (CASA) for abused and neglected children and also as a volunteer in the family room of the Children’s Hospital at Penn State Hershey Medical Center. Previously volunteered as an Asera Care hospice companion and as a support advocate for the CONTACT helpline and the domestic violence/rape crisis hotline.

Education

Bachelor of Health and Human Services