Candidate Information Name Available: Register for Free Title Office Manager/CS Project Analyst Target Location US-MI-Ypsilanti Email Available with paid plan Phone Available with paid plan	20,000+ Fresh Resumes Monthly     View Phone Numbers     Receive Resume E-mail Alerts     Post Jobs Free     Link your Free Jobs Page     ... and much more Register on Jobvertise Free
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Candidate's Name
Street Address   PHONE NUMBER AVAILABLE  EMAIL AVAILABLE
Professional Summary
Resultsoriented   Customer   Service   Project   Analyst   with   diverse   background   in   management   and   customer   service.
Dedicated   to   providing   excellent   customer   service   and   making   operational   and   procedural   improvements.     Effectively
executes process changes to improve operational efficiency.  Track record of managing a wide variety of customer service
issues quickly and efficiently.
Highlights
         Client relations specialist                                                               Skilled Multi Tasker

         Conflict           resolution                                                             Training and Development

         techniques                                                                                Specialist
         Team management                                                                           Oracle, Kronos, Microsoft

         Inventory   management                                                                    Office            software

         system                                                                                    proficiency
         Customer              Service

         Specialist
Experience

Owens & Minor, Romulus, MI                                                                   2008 to 2017

Senior Customer Service Project Analyst
     Participated in initiatives for standardization of Customer Service across the network; leads small initiatives as
        required.
     Performed tasks and provides ongoing support to the Customer Service organization.
     Analyzed data trends and develops process enhancements as a result.
     Maintained various electronic files.  Generated data and reports for the Customer Service Organization and project
        team members.
     Communicated status of projects to Customer Service Organization and project team members.
     Assisted with various tasks such as gathering information relating to specific and/or widebased customer service
        issues; leads small tasks as required.
     Developed appropriate backup procedures of key databases that contain critical programs or project information.
     Educated and trains Customer Services teammates in the use of various technologies.
     Developed working knowledge in various software programs in support of Customer Service; acts as subject matter
        expert (SME) for Customer Service technologies and telephony systems.

Office Manager
         Developed efficiencyenhancing workflow/process improvements that made it possible to accommodate increasing

         responsibilities necessitated by staff reductions.  Resulted in reduction in overtime and improved customer response
         time.
         Managed customer service team which consisted of 1014 teammates.

         Partnered successfully with warehouse teammates, company analysts, drivers, vendors, purchasing teammates, and

         external customers to produce positive results.
         Active role in system upgrades at local DC level and throughout company.

         Partnered with AR teammates to assure timely billing, credits, and collections.

         Conducted daily, weekly, and monthly meetings with leadership and teammates.

         Worked with internal and external teammates setting up new customers, EDI transmissions and testing.

         Played key role in Distribution Center moves and expansions.

         Developed local SOPs and documentation for customer service department.

        Key role in managing recall process for local DC.

        Maintained HR and Payroll functions.




Experience

 Biotronic, Ann Arbor, MI                                                            2000 to 2008
Customer Service Manager
    Responsible for directing daily operations of the clinical reporting staff, scheduling department and customer service
        department.
    Hire and train staff members.
    Conduct weekly and monthly meetings.
    Setup and review monthly reports.
    Responsible for all operational issues 24/7.
    Designed and implemented departmental training program.
    Reissued SOPs to streamline departmental functions and increase worker efficiency.
    Developed departmental after hours on call rotation and policies.
    Implemented problem solving tools to drive to root cause analysis, resulting in reduction of internal errors, increased
        customer satisfaction and improved employee morale.

Scheduling CSR
    Schedule intraoperative surgery monitoring.
    Confirm surgery schedule with local hospitals.
    Work with area managers to schedule appropriate clinicians for surgery monitoring.
    Work with hospitals to confirm and obtain documentation needed for clinician credentials.

Education
 Owens & Minor University                                                           2008 to 2015
Financial Inventory Training
Leadership Paths
Customer Service Technical Excellence

 Detroit College of Business                                                        1995 to 1997
MajorHealth Administration, Course work