Supervisor of Customer Service & Supervisor of Call Center


Span of control was for 12 customer service representatives. Repsonsible for making sure all concerns/complaints were handled in a timely matter, with professionalism, and respect. This position was for Ortho-Link Physians, with was the customer service department for St Joseph Hopsital.

I supervised and coached employees for a call center Dial America. The call center employed 100 employees however my span of control was for 15. We called on customers at their home for the program of Mother Against Drunk Driving. Our job was to sell tho them a magazine to which the funds would go to that program.

Work History

Part - Time Teller

Bank of America

December 2011 - July 2013

Serviced customers by making deposits, withdrawals, or assisting with their personal account balancing. Responsible for daily cash reserves of $50,000. Provided stellar customer service and professionalism to every customer. Daily balancing system

Accounting Room Auditor

Burlington Coat Factory

April 2011 - December 2011

Open, close, count, log, and balance safe fund. Prepare the tills for register drawers. Make change for registers throughout the day. Prepare, balance and audit the Daily Sales Report. Update all logs, daily including store credits, layaways, gift certificates, and safe fund. Log all cashiers variances. Reconcile and balance cashiers' tills and paperwork. Monitor the register detail tapes. Open registers at the beginning of the day. Act as a liaison between the store and sales audit department. Assist in ringing up sales at registers and /or bagging. Deliver Excellence Customer Service and demonstrate a high degree of professionalism.

Atlanta, Fraud Specialist II

Bank of America

April 2008 - February 2009

Rec'd incoming calls from customers with alleged Fraud Activity on their ATM Debit Cards. Explained the recovery process and provided provisional credit to their checking accounts. Determined if the claim
was a fraudulent claim or merchant dispute and filed accordingly. All processing was in accordance with Government Regulation E standards.

• Received numerous calls and letters for stellar customer service

Karen A Green (678-518-8687)


Administrative Assistant

DMC Credit Union

Assisted VP of Administration with daily functions. Assumed operational responsibility of Assistant
Branch Manager in absence of VP of Administration. Updated manager on issues and concerns of customers. Resolved issues & complaints when they were within my authority guidelines. Taught new
employees the duties for the front desk. Updated all personnel files. Processed and submitted dual
payrolls, during the absence of VP of Administration.. Scheduled front desk personnel for Saturday
rotation. Opened Cd's for members. Opened and closed Safe Deposit Boxes.

• Created employee monthly schedule forms

Loan Processor

DMC Credit Union

Processed various types of loan applications to include mortgage, automobile, and personal. Provided
credit analysis and counseled customer/applicants when deem necessary.

• Structured monthly budgets for members when loans were denied, if followed they were able to obtain an approved loan usually within 6 months.

Member Services Representative

DMC Credit Union

Managed in bound telephone calls from external members regarding their accounts. Opened personal,
business, and CD accounts. Ordered checks for members. Updated addresses, and telephone numbers.
Processed wire transfers for customers. Assisted on the Teller line when needed.

• Received numerous customer service letters from members


DMC Credit Union

February 2005 - July 2005

Processed customer transactions which included: cashing checks, making deposits & withdrawals, purchasing money orders and certified checks. Balanced dual cash drawers daily for credit union members and non-members.

Patient Access Representative

Dekalb Medical Center

Registered patients for out-patient surgery. Established pay plans for private pay patients. Coordinated physicians' orders and appointments with physicians' staff. Trained new associates. Implemented monthly patient report procedures.

• Received over 45 customer service awards from patients and other managers.
• Honored by CEO of Dekalb Medical Center Eric Norwood at Customer Service
Award Breakfast

Karen A Green (678-518-8687)


Front Desk Information Specialist

DeKalb Medical Center

Directed visitors to patients' rooms. Answered front desk telephone inquires. Requested and complied physicians' orders for surgery & out-patient testing procedures. Recorded and reported patients'
complaints, and concerns to management. Finalized all necessary paperwork for discharge patients.

• Received numerous Service Excellence Rewards from patients.

Administrative Assistant, Loan Orginator, Customer Service Represnetative, and Teller those titles were held at Credit Union. At the hospital, Accoun

DeKalb Medical Center & Credit Union

Had numerous positions. At credit union worked as an Administrative Assistant. Loan Orgainator, Customer Service Rep, and Teller. A Dekalb Medical Hopsital, worked as Accfount Representative, Front Desk Information Representative, and Patient Account Represnetative.

Patient Account Representative

Dekalb Medical Center

Delivered superior customer service by handling inquires and request via telephone. Established payment
plans for patients. Investigated & resubmitted claims to Medicaid and Medicare for reconsideration.

Front Office Manager

August 2000 - June 2001

Coached and motivated front office staff. Trained new employees. Balanced daily transactions. Ordered
office supplies. Organized and audited new patients' charts for physician. Resolved patients' inquires, issues, complaints, and concerns.

• Revised inventory supply system

Call Center Coach

Interviewed prospective employees. Trained new employees on telephone for call center. Monitored
my staff for telephone regulations and etiquette. Coached individuals and staff when needed. Submitted weekly sells totals and reports to management.

Customer Service Manager


May 1999 - August 2000

Oversaw customer service department span of control 20 employees. Interviewed and hired new
personnel for department. Completed job performance evaluations. Counseled employees and wrote disciplinary action forms when necessary. Facilitated training for new employees. Supervised Explanation of Benefits Department (span of control 6).

• Revised and completed call center telephone logs.
• Originated the Explanation of Benefits filing procedures


Dial America

Repsonsible for training new personnel regarding selling of the magazines. Our mission was to talk with people at their homes we had an automatic dialer, which called them and we were to sell magazine for the program of Mothers Against Drunk Driving. We explained that program and asked their assistant in buying a magaqzine to support their cause.


Delivered excellent customer service via inbound calls for magazine sales. Informed customers of national statistics for Mothers Against Drunk Driving.

• Consistently met and surpassed monthly telephone standards and quotas.
• Awarded top magazine sales performer numerous times.

Karen A Green (678-518-8687)



Responsible for analyzing and approving medical claims (span of control 10). Conducted weekly
examiners audits. Coached and counseled examiners of their error(s). Submitted error report to manager.

• Created auditors error report for examiners.

COB Subrogation Coordiantor

Kaiser Permanente

Coordinated members that had accidents, and had our insurance. Meet and talked with attorney's regarding a settlement where Kaiser could be reiminbursed for payments, ahd their cleints could also have a decent setllement. I was responsbible for the South Eastern Division, during my tenure there saved the company over 1 Million dollars in coordination of benefits.

That was my title, the company was Kaiser

Coordination of Benefits Specialists

Oversaw the entire Southwestern region of Kaiser for COB. Negotiated charges with hospital credit
managers. Submitted liens for attorneys' settlements. Contacted automobile claims adjustors for coordination of benefits with Kaiser Permanente.

• Assumed operational responsibility of department manager in his absence.
• Earned recognition for superior customer service via customers, attorneys, and hospital administrators correspondence.
• Consistently met and surpassed monthly recovery quotas.
• Received stellar job performance evaluations.
• Saved Kaiser Permanente over 7 million avoidance dollars through recovery and coordination.


Customer Service Rewards & EOB filing System

Reward program was to give my employees incentive to create a positive relationship with the customer. I created a form to be completed daily, and turned into me in on a weekly basis. I would then contact the customer and ask for them to rate the experience they had with my emploee. If they were rated between 8 and 10. Their names would go into a drwing held every other Friday. Names were pulled by co-workers, and the prizes were either a Friday afternoon off with pay (which I would assist with calls. or a gift certificate worth $50. That system gave my employyes a cfhance to see how they came across to their customer, and was used as a training tool. Drawing were held every 2 weeks on payday.

EOB filing system
Created a position for the EOB (explanantions of benefits) for our customers. There was no way to find an EOB in a timely manner. With the system I put into place the EOB Coordinatior was able to qucikly retrieve the EOB with a matter of minutes and provide it to the rep, they would then be able to return tio phione call to the customer with prompt and accurate information. This was a win win situation for the representative and the customer.

Qualifications & Certifications

Parkside Hight School Jackson Michigan

Indiana Univeristy Perdue University Indiana

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