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<pre>Array ( [var] => cut_url ) </pre> Resume for Paula H. for Manager / Supervisor / Team Leader / Business & Management Services in Middletown, Connecticut. Search More Resumes for Manager / Supervisor / Team Leader on Resumark.com #FMWTMRPM9
 

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Resume for Paula H. for Manager / Supervisor / Team Leader / Business & Management Services in Middletown, Connecticut




Occupation: Manager / Supervisor / Team Leader Industry: Business & Management Services
Country: United States City: Middletown
State: Connecticut ZIP: 06457



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ORGANIZATIONAL VALUE 

Performance driven manager with over years experience with an outsourced life insurance administration company. 

      Experienced 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. 

Systems Used: 

wmA  ALS  Lotus Notes  Excel  Powerpoint

AWD  Futurefirst Outlook  Word

Lifecomm  Vantage Visio        Access 

PROFESSIONAL EXPERIENCE 

Computer Sciences Corporation CSC, East Hartford, CT    

Business Process Outsourcing Company

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 client companies. 

  • Led business development for conversion of a new client to a new system and participated in all aspects of the implementation.
  • Fostered teamwork, good morale, and development of my team of direct reports with a positive attitude.
  • 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.
  • Consistently exceeded internal expectations for quality of work, quantity of work, and timeliness of deliverables.
  •  

    Supervisor,

    Managed a team of twenty, consisting of customer service representatives and processors, for a large client company. 

  • Reduced a significant backlog, + items, of client work in order to establish compliance with CSC quality and timeliness standards.
  • Key contributor to the creation of unique basic operating guidelines required for each client company.
  • Trained and managed workloads for offsite personnel in South Africa.
  • Wrote, reviewed, trained and directed the testing of unique processing procedures for each client company.
  • Cultivated positive and enduring relationships with all clients.
  • Managed offsite staff in Greenville, SC, as well as my onsite staff.
  • Satisfied rigorous Service Level Agreement SLA metrics for quality and timeliness of processing and call center work performed.
  • Handled supervisor calls as required.
  •  
     

    Team leader,

    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. 

  • Prioritized and 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 companies.
  • Complied and maintained team metrics for workinprogress and staffing.
  • Provided call center statistics as requested by the client company.
  • Implemented significant improvements to processing workflows to improve timeliness/accuracy of work completion.
  • Trained members of my team.
  • Maintained team personnel schedules.
  • Reviewed error, suspense and control log reports daily to maintain team quality metrics.
  • Supported miscellaneous projects assigned by management.
  •  

    Billing and Collections Specialist,  

  • Worked on client cash reconciliations
  • Processed financial and nonfinancial transactions
  • Researched and addressed all errors and suspense items daily.
  •  

    EDUCATION/TRAINING

          Associates Degree in Business Administration,

          Middlesex Community College, Middletown, CT 

    Step up to Management Certificate

    Employee of the Year Award

    How to Handle Difficult PeopleContinuing Education

    BPO Leadership Foundations: Driving for Success

    Office Suite certification Excel, Word, PowerPoint, Outlook, Access 

    REFERENCES 

    Available upon request.


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