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RssExperienced Customer Service Supervisor

I am seeking a position that will allow me to utilize the skills I have acquired through hard work and diligence, making the most of the many years of productivity improvement training I have undertaken.

Customer Service Supervisor

Bradenton, FL

About Me

Industry:

Customer Service

Occupation:

Customer Service Supervisor

Highlights:

Six Sigma Methodology - white belt, yellow belt, orange belt.

Ideal Companies:

Third-party administration of benefit services, customer service.
 

Education level:

Certification

Will Relocate:

No

Location:

Bradenton, FL

Work Experiences

7/2000 - 11/2008

Ceridian

Individual Contributor

  • I have acted as an internal department auditor, being responsible for all departmental external billing and accounting duties, as well as internal accounting reporting, continually reviewing all administrative processes to determine functional inconsistencies and developing ongoing process improvements, compiling and auditing the database for errors, acting as lead resolution for the Customer Service Representatives and Account Processors, involving extensive research, maintaining relationships with clients, carriers and agents through verbal and written correspondence, setting up client and carrier accounts in database and maintaining integrity of those accounts, officiating as main point of contact for all incoming calls with regards to unresolved and escalated issues, acting manager in lieu of managerial absence, which requires knowledge of overall aspects of managerial duties and the ability to perform them consistently and efficiently, maintaining knowledge of other departmental position duties in order to continuously monitor those duties and verify they are performed correctly, assuming the role of contact for other departments and keeping ongoing relationships with them, approving timesheets for all department employees, acting as liaison for carriers with issues from contractual obligations to accounting disputes, forecasting of budget and expenses, tracking of all department metrics and creation of graphic reports for use in executive monthly operating review meetings, as well as identifying new metrics that may need to be tracked and reported, managing and monitoring department employees' performance management reviews and advising Vice President and Director of Reimbursement Services of suggested earnings raises, performing quality coaching and corrective feedback in monthly employee sessions within department, monitoring any existing employee performance improvement plans, guiding and mentoring employees in their career development paths, assisting employees in managing their leave balances, leading department employees by example, scheduling and attending one-on-one weekly staff meetings for coaching and development, successfully managing and/or co-managing process change groups as well as projects, acting as a sub-process owner for the Tier Process Characterization Team for Transaction Processing Tier 1, maintaining departmental dashboards for Six Sigma methodology, maintaining personal balances on Corporate Visa and Corporate American Express cards for purchasing and travel/business expenses, maintaining expanded role of supervising GE FSA and EFS Call Centers in addition to staff already accountable for.

4/1996 - 6/2000

LSSI/Internet Systems, Inc.

Individual Contributor

  • Daily purchasing of journals and assorted paperbacks in a contracted position.

Education

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