EDUCATION

M.A.T. and certification,(in progress)
Webster University

M.A., Human Resources Development
Webster University, December, 1995

M.A., Media Communications, Public Relations
Webster University, May 1992

B.S., Mass Communications, Journalism
Lindenwood College, December, 1984

BUSINESS EXPERIENCE

SMITHKLINE BEECHAM CLINICAL LABS - St. Louis, Missouri 1993 - Present
Central Billing Center Supervisor
July, 1996 - Present

• Responsible for recruiting, staffing, training and developing 3 functions of the Central Billing Center; Claim Development, Bills in Process and Bill Type Transfers.
• Facilitate Continuous Improvement teams, for all departments of the lab. Use Total Quality Management tools to find, and implement, “Best Practices”.
• Member of Midwest Full Circle Billing Team. Perform trend analysis on aged accounts receivable. Work as a team to develop solutions and implement processes.
• Represent SmithKline as a Billing liaison to Physicians, HMO and Medicare, Medicaid representatives.
• Develop policy, procedure and job descriptions as needed for the Billing Department.
• "STB", (Simply the Best), Award assessor

Client Response Center Supervisor
January, 1993 - July, 1996

• Responsible for recruiting, staffing, training and developing representatives whose primary functions include client needs and customer service.
• Facilitate Continuous Improvement teams, using Total Quality Management tools to ensure “Best Practices” are found and implemented for the lab and Call Center.
• Analyze and create measurement standards for representatives and staffing needs of the Call Center.
• Employee Activity Committee Chairman.

CITICORP MORTGAGE, INC. - Ballwin, Missouri
1989 - 1993
Customer Service Supervisor

• Supervised national customer service unit, of Call Center, responsible for resolving concerns on 700,000 residential mortgages. Reported to Assistant Vice President, Customer Service.
• Developed and maintained policies and procedures for the Call Center.
• Developed training material for conducting interviews for full-time, part-time, and temporary positions.

FT. MYERS NEWS PRESS - Ballwin, Missouri
1988 - 1989
Call Center Manager

• Directed Circulation Department Call Center which processed sales and service calls from five Florida counties.
• Developed and delivered training on promoting sales and resolving customer concerns.
• Coordinated efforts of satellite business offices to ensure high standards of company.

AT&T; EDUCATION DIVISION OF CONSUMER PRODUCTS - Parsippany, New Jersey
1987 - 1988
Staff Manager

• Responsible for project management defining customer service skills, product introduction and system enhancements.
• Developed training material for AT&T;’s satellite business offices.
• Operated within budget to manage the printing and shipping of training materials for all locations, and maintained print library.
• Participated in "Train-the-Trainer" sessions to perfect material before delivery in business offices.
• Employee Activity Coordinator.

AT&T; BUSINESS OFFICE - Wauwatosa, Wisconsin
1986 - 1987
Force and Facility Manager

• Managed tri-state sales and service Call Center providing efficient access for customer concerns while maintaining communications needs.
• Directed workflow of 130 representatives through batching of work and scheduling of calling staff. Developed policies, procedures and job descriptions for the Call Center.
• Represented management at First and Second level union grievance hearings.

AT&T; BUSINESS OFFICE - Creve Coeur, Missouri
1983 - 1986
Business Office Manager

• Managed and developed customer service representatives to resolve billing and equipment concerns.
• Directed "Quality of Worklife" team which reviewed personnel issues.
• Selected by "Communications Workers of America" union leaders to participate in an EEOC Committee to ensure fairness in the workplace.

SOUTHWESTERN BELL TELEPHONE CO. - St. Charles, Missouri
1980- 1983
Customer Service Representative

• Engaged in resolution of long distance and telephone equipment concerns.
• Surpassed sales quotas by 50% on long distance certificates and line services.
• Selected by management to introduce sales programs.