[var] => content
[type] => preview
[var] => cut_url
Performance driven manager
with over years experience with an outsourced life insurance administration
in supervising and leadership skills.
Proficient in Microsoft
Word, Excel and PowerPoint.
Ability to work with external
and internal groups.
Demonstrated problem solving
and resolution recommendations in difficult customer service situations.
wmA ALS Lotus Notes Excel Powerpoint
AWD Futurefirst Outlook Word
Lifecomm Vantage Visio
Computer Sciences Corporation
CSC, East Hartford, CT
Business Process Outsourcing
f.k.a. Financial Administrative
Services FAS, MYND, PMSI
Customer Service Manager,
Managed a team of thirteen,
consisting of customer service representatives and processors, for six
Led business development
for conversion of a new client to a new system and participated in all
aspects of the implementation.
good morale, and development of my team of direct reports with a positive
Trained and managed
workloads for offsite India personnel
Formed and maintained
a cooperative work environment with other Computer Sciences Corporation
CSC sites as well as client offices.
Provided the highest
possible standard of service in all activities.
Established a close
working relationship with client representatives to understand their
needs and exceed their expectations.
internal expectations for quality of work, quantity of work, and timeliness
Managed a team of twenty, consisting
of customer service representatives and processors, for a large client
Reduced a significant
backlog, + items, of client work in order to establish compliance
with CSC quality and timeliness standards.
to the creation of unique basic operating guidelines required for each
Trained and managed
workloads for offsite personnel in South Africa.
trained and directed the testing of unique processing procedures for
each client company.
and enduring relationships with all clients.
staff in Greenville, SC, as well as my onsite staff.
Service Level Agreement SLA metrics for quality and timeliness of
processing and call center work performed.
calls as required.
The primary contact among all
departments to ensure prompt, efficient and professional responses in
order to meet the service requirements of all the client companies.
distributed work to my team of eight.
Handled and/or assisted
with more difficult cases as required.
Met quality and
service standards as described in the contract between CSC and the client
Complied and maintained
team metrics for workinprogress and staffing.
Provided call center
statistics as requested by the client company.
improvements to processing workflows to improve timeliness/accuracy
of work completion.
of my team.
suspense and control log reports daily to maintain team quality metrics.
projects assigned by management.
Billing and Collections
Worked on client
and nonfinancial transactions
Researched and addressed
all errors and suspense items daily.
Degree in Business Administration,
Community College, Middletown, CT
to Management Certificate
of the Year Award
Handle Difficult PeopleContinuing Education
Foundations: Driving for Success
Suite certification Excel, Word, PowerPoint, Outlook, Access
Available upon request.