| Places I have worked |
Truman Medical Centers From March 2005 to May 2007
1000-4999 employees
Corporate Manager of Operations
Healthcare Industry
I started as a Business Analyst - Planned and executed activities to combine call answering groups into a larger call center group, managed off premise. This included selecting and ordering workforce management software, telephony equipment, call monitoring/quality systems, customer relationship software and changing processes to have effective work at an off site location from the two existing hospital locations.
I then was promoted to the Corporate Operations Manager and directed the day to day activites of a multi-functional call center than included scheduling, financial counseling, and nurse advice. I managed approximately 50 representatives, RNs, and managers. I achieved call answered targets, and call quality targets, even with liminted resources and changing processes.
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AT&T From December 1975 to November 2004
5000 + employees
Program Manager
Telecom Industry
I held numerous positions over the 20+ years in the Bell / AT&T system. The last position I held in the Performance Management team. I supported 15+ sites for Third Party Verification, Order Fallout and "Slamming" issues. I interfaced with the sites weekly, ensuring their targets in these catagories were met. I developed reports, analyzed data and provided coaching on improving sales order processing utilizing PowerPoint, Excel and Word. I Initiated presentations and training to improve site, and therefore channel performance. I also coached and developed management teams.
I also have been in Operations Management, System Support, Billing Error Management and a Team Leader of a front line sales teaml.
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| Education |
Park College - United States / MISSOURI
Bachelors of Science - Business Administration 1984 - 1987
Graduated Summa Cum Laude
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