Donald Claing

Experience

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  FedEx

  May 1991 - Feb 2009

  Customer Service/Operations Manager

  Managed Customer Service Departments and daily operations of a FedEx station including: Hire, train, and terminate customer service representatives and couriers Screened, interviewed, hired and train new customer service representative and couriers Trained CSRs on how to adequately address problems over the phone and resolve issues Trained courier on how to adequately address problems with customers and how to resolve issues Analyzed data and statistics Won multiple awards for excellent customer service Show less

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  Comcast

  Feb 2009 - Jun 2012

  Call Center Manager

  Managed Customer Service Departments and inbound call center including: Hire, train, and terminate customer service representatives New Hire Manager – screen, interview, hire and train new customer service representative Trained CSRs on how to adequately address problems over the phone and resolve issues Analyzed data and statistics Met/exceed all call center metrics

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  South Central Connecticut Regional Water Authority

  Jun 2012 - Nov 2014

  Customer Service Manager

  Managed Customer Service Departments and inbound call center including: Wrote customer service scripts, developed new IVR and introduced new call center metrics Hire, train, and terminate customer service representatives Trained CSRs on how to adequately address problems over the phone and resolve issues Developed customer service feedback surveys/point of contact surveys Analyzed data and statistics SAP Key User for S/D and provided technical support

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  Morin, A Kingspan Group Company

  Nov 2014 - Sept 2017

  Customer Service Manager/Call Center Manager

  Managed the Customer Service Departments for multiple manufacturing facilities including: Manage/Lead strategic and overall activities of customer service Hire, train, and terminate customer service representatives Handled major incidents that could not be resolved by CSRs Analyzed data and statistics Visited and handled face-to-face inquiries from customers SAP Key User for S/D and provided technical support

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  Hartford HealthCare

  Sept 2017 - now

  Customer Service Manager

  Responsible for managing Single Business Office Customer Service Unit including handling all patient telephone, email, voice mail, and mail inquiries for hospital and physician accounts. Manages and troubleshoots ACD call center according to established protocolsMajor Responsibilities:• Ensures patient billing inquiries are addressed timely and accurately.• Monitors and supports daily staff functions in all areas of SBO Customer Service.• Responsible for working and monitoring assigned workqueues.• Works accounts or special situations escalated by staff or upper management as required.• Manages ACD Phone System.• Ensures call center abandonment rate meets required business metrics.• Reports monthly department performance metrics to upper management. Ensures patient statements are going out in a timely and accurate manner.• Manages Customer Service department meetings and communication.• Monitors Customer Service department performance metrics and reports to upper management.• Documents recurring patient phone call and account issues, determines root causes and reports to upper management.• Manages Address update and verification representatives• Ensures address updates are processed in a timely manner• Manages SBO Administrative associate• Responsible for coordinating processes with other Departments within the Revenue Cycle.• Manages Lean process system and supports department in reaching established goals. Show less

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  Midstate Radiology Assoc

  Sept 2019 - now

  Access Center Manager