Supervisor with 14 years of customer service experience. Solid leadership skills; able to build, maintain and guide top-performing teams. Liaison to customer and account management. - 8 years of Supervisor experience and 14 years of customer service
- Excellent written and oral communication skills
- Exceptional organization and time management skills
- Multi tasking and problem solving skills
- Call center and multi-location management experience
- Implemented, wrote and maintained department procedures
- Team Building & Management
- Developed and taught training programs
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CONTRACTS ADMINISTRATOR, 2008- 2009 MedTel International a division of Medical Resources- McLean, Virginia Responsibilities include the maintenance and update of payor contracts, contract rates & contract correspondence. Overseeing and maintaining contracted fee schedules and ensuring the most up to date fee schedules are being adhered too. Other duties include completing enrollment applications for payors and creating and loading new insurance codes and fee schedules. Maintaining and distributing contract summary sheets for each payor and assisting sites resolve contracting issues that arise. TEAM LEAD / AR DEPARTMENT, 2006 – 2008 MedTel International – McLean, Virginia Responsibilities included overseeing the daily functions of the Follow up / AR department and it’s staff and ensuring medical claims are processed in a timely manor and HIPPA policies and regulations are being followed. In addition, my responsiblities also include the follow up of all Medicare claims for processing and ensuring payment in a timely manor. Additional duties include reviewing claims for approval of refunds and /or write offs and assisting staff resolve any claims processing issues. Maintaining monthly AR reporting and developing staff through weekly team meetings. Monitoring all aspects of the department including payroll, annual reviews and claims processing. Contributions: ü Reduction in Medicare AR days ü Employee Evaluations and development of staff through weekly meetings ü Reduction in overall departments AR days ü Monthly AR reporting QUALITY CONTROL/ TICKETING SUPERVISOR, 2005 – 2006 TQ3 Navigant – Sterling, Virginia Supervised a staff of 28 agents in the Quality Control / Ticketing Department and oversaw all ticketing and reservation functions for Lockheed Martin, Newell Rubbermaid, 3M & Bank of America accounts. In addition, supervised 3 onsite agents at Lockheed Martin. Responsible for overseeing a 24/7 operations department and all daily functions. Contributions: ü Development of staff to increase skill levels for cross utilization ü Quality assurance ü Annual Reviews ü Productivity Metrics ü 24/7 rotating schedule coverage RESERVATIONS SUPERVISOR, 1999 - 2002 TQ3 Navigant – Sterling, Virginia Supervised a team of 30 travel associates and oversaw daily operations. Conducted monitoring sessions to ensure accurate and quality service was being provided to our corporate clients and to ensure each clients individual contractual obligations were met. Supervised accounts for Lockheed Martin, 3M and MITRE corporation. Participated at onsite meetings and monthly conference calls with clients to review contractual needs and suggestions for change or areas of improvement and development of staff as needed. Contributions: ü Development of staff through monitoring and recurrent training ü Quality assurance ü Scheduling and annual reviews ü Productivity Metrics ü Resolution of all customer service issues CUSTOMER SERVICE, 1998 – 1999 Delta Airlines – Dulles Intl. Airport Responsible for processing both domestic and international travelers. Assisting travelers with check in and changes in travel reservations. Issuing and reissuing of airline tickets and maintaining accurate reporting of monies collected. Assisting travelers through US Customs and Immigration. Contributions: ü Up to date knowledge of the travel industry and ticketing procedures. ü Professional and courteous customer service ü Accurate and timely processing of passengers CUSTOMER SERVICE, 1997-1998 Northwest Airlines - Dulles Intl. Airport Responsible for processing international travelers and assisting with check in and international travel changes. Issuing and reissuing of tickets and maintaining accurate reporting of monies collected. Assisting international travelers through US Customs and Immigration.. Contributions: ü Consistently work with customers ensuring accurate transactions ü Professional and courteous customer service RESERVATIONS SUPERVISOR 1995-1997 World Airways – Herndon, Virginia Assisted in implementing a new call center office with 40 reservation agents. Interviewed and hired new employees and conducted training sessions. Conducted monitoring sessions to ensure accurate and quality service. Provided management with daily operation and productivity reports. Negotiated group sales rates and maintained all group contracts. Contributions: ü Developed, implemented and maintained department procedures ü Quality assurance ü Development of staff through monitoring and recurrent training ü Productivity metrics and daily reporting Last update : 07/16/2010 14:01 | 
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