Quality Team Manager Resumes in US-New York-New York City: See Resume

Quality Team Manager Resume

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Name:

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Location:

US-New York-New York City

Experience:

10+ yrs

Willing to Relocate:

Willing to Travel:

Most Recent Job Title:

Quality Team Manager

Personal Website:

Objective:

I seek a position focusing on finance, compliance and quality customer service in a large company or hospital.

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zational and interpersonal skills.
· Improved the department’s efficiency and quality by extensive definition of the policies and procedures. As a result, attained high quality customer service delivery and customer satisfaction.
· Excellent understanding of medical terminology.
· Computer literate in Microsoft Word and Excel.
· Familiar with the “Medical Manager Program”.
· Proficient in the technological aspects of office equipment such as fax and photocopy machines.

EDUCATION, CERTIFICATES, LICENSES
· Attended and earned some college credits at Queensboro Community College, Pace University and Molloy College.
· Attended Molloy College. Earned certificates in “Certified Coding Specialist Preparation”, “Health Care Billing – Physician and Hospital Billing” and “Medical Administrative Assistant”.
· National Association of Securities Dealers licenses: Series 6, Series 63 and Series 26 (expired 8/04)

EMPLOYMENT HISTORY

1989-2004 Various Positions, Mellon Bank

Quality Team Manager / Bank Officer – Mellon HR&IS (subsidiary of Mellon Bank) 5+ years
· Designed and implemented a Quality Assurance Program for the Participant Call Center.
· Collaboratively worked with our Compliance and Pension areas in implementing and updating our policies and procedures.
· Supervised a team of Quality Analysts.
· Supported the staff monitoring and development needs of a large call center.
· Developed and delivered Quality workshops with the Call Center representatives.
· Updated statistical information for reporting purposes and produced monthly calls analysis for Senior Management.
· Created and conducted test calls to the representatives in the Philippines, where the call center was outsourced.

Supervisor – Dreyfus Retail Service (subsidiary of Mellon Bank) 10 years
· Supervised the Dreyfus Mutual Fund Retail Service area and was responsible for a team of about 15-20 employees.
· Handled supervisor callbacks and was successful in diffusing the shareholders and providing customer satisfaction.
· Monitored and provided constructive feedback to each representative.
· Conducted test calls and provided refresher training when needed (such as new Mutual Funds, IRA and Tax seasons).
· Worked with the Securities and Exchange Commission on various audits.

1979-1987 Various Positions, Bank of New York

Commercial Banking Officer – U.S. Commercial Banking Division.
· Reconciled large corporate demand deposit accounts.
· Daily communication with the clients.

Money Market/Commercial Paper Trader – Treasurer’s Division.
· Traded Treasury bills and Commercial paper for various departments within the bank.

Assistant to the Vice President – Beacon Capital Management (subsidiary)
· Junior Portfolio Manager, for fixed income securities held in various pension accounts within the bank.
· Evaluated the performance of each portfolio.
· Reconciled securities settlement with the back office.

Trader/Administrator – Fixed Income Management
· Traded fixed income securities, upon the recommendation of eight Senior Portfolio Managers.
· Reconciled trades with the back office, to insure settlement.

Supervisor – Dreyfus Telephone Authorization Area
· Supervised approximately ten representatives in the telephone trading area.

1977-1979 Various Positions, Long Island College Hospital

Scheduling Coordinator - Operating Room
· Scheduled operations, cystoscopy and ambulatory procedures.
· Created and distributed the schedules throughout the hospital.
· Maintained ledgers of all procedures.

Unit Receptionist – Surgical Medical floor
· Assisted the nursing staff to implement “Primary Care Nursing”
· Transcribed doctors’ orders.
· Completed all required paperwork in admitting and discharging patients.
· Labeled specimen cups and tubes.
· Greeted patients and families.
· Handled phones.

1972-1977 Blue Cross/Blue Shield of Greater New York

Supervisor – Correspondence and Claims Control Department
· Supervised a staff of twenty correspondents.
· Excellent knowledge of Blue Cross/ Blue Shield contracts and medical terminology
AWARDS RECEIVED

· Mellon Bank “Outstanding Achievement for Excellence in Customer Service” and several “Star Performer” awards.
· “New York State Jane Skyrzpak Award for Volunteerism”, from my local PTA.
· “New York State Honorary Life”, from Special Education PTA
· “New York State Distinguished Service”, form Calhoun High School PTSA

OUTSIDE INTERESTS

· Bellmore-Merrick Council of PTAs Co-President currently
· Bellmore-Merrick Council of PTAs Vice President, 2002-2004
· Calhoun High School PTSA President, 2002-2004
· Special Education PTA President, 2001-2002
· Special Education Treasurer in both the North Merrick elementary and Central High School District, cumulatively ten years
· Merrick Avenue Middle School PTA Recording Secretary, 2000-2001
· Old Mill Road Elementary School PTA Recording Secretary, 1997-1999
· Taught Religious Education for Special Needs students and also the 7th grade Confirmation class at Sacred Heart Church, North Merrick
· Former Eucharistic Minister at Sacred Heart Church, North Merrick
· Former Dispatcher and Attendant with the Ridgewood Volunteer Ambulance Corps

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