Description
Experienced with Health Maintenance Organization complaint, grievance and appeal processes. Implemented Workforce management technology for call center staffing. Developed and designed monthly reports that depicted key Customer Service and Mail Center Indicators for Senior Management and the Board of Directors at MDNY Healthcare. Worked with the IT department to design and develop an in-house system to track customer calls at MDNY. Integrated the Customer Service, Billing and Data Entry departments into one Customer Service Center at USA Today Recommended & implemented the consolidation of the Westchester office with the Port Washington, N.Y. office which improved customer service and productivity at USA Today. I was a member of the General Manager's Strategic Planning committee at USA Today. Researched and implemented the replacement of all copy machines to Xerox equipment with technology to copy, print, scan and e-mail information which improved productivity and reduced bottom line cost at MDNY Healthcare. I was the Compliance Officer at MDNY Healthcare. * Experienced, skilled and knowledgeable in TQM, Training & Development techniques, Continuous Quality Improvement and calibration. Six Sigma Green Belt Certified. Managed the training and developed of call center representatives, supervisors, team leads and issue resolution specialists. Developed, designed and delivered Customer Service Training. Developed, designed and presented the HIPAA Education and Awareness sessions. Managed the customer service quality service skills training project which involved training 950 employees over a three-month period. Developed, designed and delivered a training program for the cold storage system application for all twenty-six USA Today market locations across the country. Trained numerous employees on the AS/400 system application and Microsoft software applications. Excellent oral written communications skills. * Developed and trained customer service, quality assurance and training staff. Editor-in-Chief of the systems newsletter for the New York Market at USA Today. A member of the General Manager's Strategic Planning committee. Delivered organizational culture training to over 200 managers. Designed and delivered team building training to more than 500 employees using the Managerial Grid concepts and techniques. Appointed to identify, review and challenge various business and personnel issues within the organization which created an open employee/management communication network. Appointed to the Senior Management Advisory Panel and was elected Chairperson. Experienced in the purchasing and operations of telecommunication systems.
Accomplishments
Highlights:
Keywords
