Experience

6/09 - Current Confidential, Plymouth Meeting, PA Customer Service Supervisor, Intake Team Manage and lead within a group of 23 Customer Care Associates who are responsible for assisting members in navigating the healthcare system and resolve claims questions.

• Data Analysis of Team metrics and performance
• Assign and monitor daily work tasks. Monitor service queues and develop work schedules for Customer Care Associates to ensure that Call Center service goals are consistently met.
• Effectively monitor, resolve and execute on any issue that arises involving the Call Center.
• Evaluate and coach performance and provide regular feedback to direct reports

5/08-12/08 Confidential, Allentown, PA Customer Service Supervisor

• Effectively and efficiently lead a service team consisting of 10 Customer Service Representatives, reporting to the General Manager.
• Assign and monitor daily work tasks. Compile, maintain, analyze and interpret data relevant to processing standards, as well as other efficiency reporting mechanisms. Maintain Customer Satisfaction and participate in Project Management activities related to the Lean Six Sigma philosophy. Support Sales Field to contribute to increased Sales and company growth.

11/03 - 5/08 Confidential,Allentown, PA Sr. Customer Service Supervisor Effectively and efficiently manage all aspects of a Call Center team of 10 representatives while continuing to complete supervisory functions as outlined below. This includes partnering with the Sales Representatives to maximize Sales potential and assigning and delegating daily work assignments.

• Manage all aspects of Client Relations, including analyzing and reporting Customer Satisfaction.
• Manage SOX compliance of billing and price overrides
• Partner with the credit department to manage past due accounts
• Participation in yearly Sales Representative meetings and on site Sales visits
• Proactively manage department budget and develop yearly Key Performance Indicators.
• Effectively monitor, resolve and execute on any issue that arises involving the Call Center.
• Establish and maintain cross functional and cross location partnerships with the Corporate Office.
• Manage all aspects of Workforce management including interval scheduling, monitoring, and reporting
• Utilize Project Management skills by creating partnerships to assist in the management of product launches and other Pharmaceutical cross departmental projects.
• Prepare and present written status reports for senior management on department metrics
• Develop, maintain and execute all Standard Operating Procedures within the Customer Service team.
• Decreased project headcount and $600 in monthly shipping charges by streamlining Standard Operating processes within the Customer Service team.
• Participate in on site Customer visits and Wholesaler scorecard meetings
• Measure and monitor compliance for all samples shipped direct to physician
• Increased first contact sample compliance rate 23% in 2007 by implementing a new sample compliance tracking system.
• Actively participate in the hiring and training process for new employees.
• In charge of all aspects of Workforce manage including monitoring and scheduling representatives to ensure efficient utilization of staff and adherence to schedules.
• Developed and implemented a Quality monitoring program for the Customer Service team.

2000 - 2002 Confidential, Bethlehem, PA Call Center Supervisor

• Effectively and efficiently lead a service team consisting of 15 Customer Service representatives in a large Call Center environment.
• Assign and monitor daily work within team and cross departmentally
• Compile, maintain, analyze and interpret data relevant to processing standards, as well as other efficiency reporting mechanisms.
• Actively participate in the hiring and training process for new employees.
• Continually discipline, coach, and provide timely feedback to team members on performance and overall attitude toward business objectives; identify and analyze performance gaps to determine solutions necessary to achieve desired performance.
• Analyze and Interpret reports to ensure efficient utilization of staff and adherence to daily scheduling through Workforce management.
• Actively participate in Quality monitoring to continue to develop and ensure stellar customer service

1999 - 2000 Confidential, Bethlehem, PA On Site Manager at AmeriCold Logistics

• Manage all Human Resource aspects of a group of 60 individuals assigned on a temporary basis at client site. Includes training, orientation, counseling, termination, client relations and weekly reporting on work group production rate.
• Decreased workers compensation cases by 25% during 4th quarter from 40% in the 3rd quarter. Accomplished by instituting a daily safety program with all shifts.
• Recruit, Interview, process and place candidates for temporary Industrial clients.
• Business development through telemarketing and cold call sales
• Analyze, track and manage monthly turnover rate and report to management

1997 - 1999 Confidential, Greensboro, NC Client Service Supervisor

• Recruit, hire, and supervise 60+home health nurses and an office staff of 4; responsible for scheduling, Business development, interviewing, staff counseling, employee retention, client relations and ensuring all clients have the appropriate level of staffing care on a consistent basis.
• Other Experiences not listed in detail include:
• Case Manager: The Charter Fairmount Institute
• Utilization Review Manager: Charter Fairmount Institute
• Drug Intervention Specialist: Valley Youth House

Intake Counselor: Mustard Seed Managed Care Company

Education

• Graduate Coursework in Educational Counseling (9 credits)
• Bachelor of Science Degree: Human Development and Family Studies
• Internship: Robert Wood Johnson University Hospital (5/94 - 8/04)
• Activities: Sigma Kappa Sorority, Alcohol Intervention Counselor, Drug Educator

Professional Development:

• Attendance at 2006 Patient Assistance Conference & roundtable session, Various Professional workshops including:

Lean 5S Office Standardization and Organization training, Lean Six Sigma 101 Training: Yellow Belt Certified. Project Management course, Business Writing Workshop, Developing Others, Creative Scheduling & Recruiting training, Achieving Excellent Customer Service, Excelling as a First Time Supervisor ,

Computer skills: JD Edwards, Access, CRM MS Word, MS Excel, MS Project Management, MS Power Point, Unix, Outlook, Total Total View: IEX, Lucent CMS CMS & BCMS, Documentum, Trackwise Quality Management system, Visio, Avaya systems, Siebel.