Charles E. Busch Jr. Email & Phone Number

New York City Metropolitan Area

New York, New York, United States

•Strategically lead and develop service improvement plans for the worldwide customer service team. •Manage the engagement with the global member base via email; social media platforms; chat messenger. •Effectively collaborate with colleagues in Marketing, Event Production, Operations and Technology tonegotiate and influence member improvements. Acting as the voice of the Global Citizen member. •Implement workflow plans for member interactions across multiple communication channels tocoincide with major events, social platform engagements and Rewards program.Achievement Highlight: One World: Together At Home Concert (TV Broadcast & Digital Platforms)

New York Ny

• Developed a team and implemented process to meet company needs within the Finance Dept.• Supporting 13 areas within the Finance Dept. mainly focusing on Payroll and Accounts Payable.• Provide leadership to the team through training , motivating, coaching and developing as it pertains to theexpeditious resolution of finance customer service issues.• Conduct regular 1.1 / team meetings effectively updating team of changes / updates.• Facilitate regular meetings with all levels of management to evaluate customer care process / procedures tomaximize operational efficiency.

Greater New York City Area

• Managed and directed the daily workflow of the high volume call center consisting of 40+ scheduling agents.• Ensured adequate phone coverage and provide phone-based coaching techniques on etiquette and appro-priateness in resolving customer issues.• Daily collaboration with site manager regarding scheduling issues resulting in patient satisfaction.• Implemented the concierge team to assist high profile patients and providers.• Handled the delegation of departmental tasks to include team leads and concierge staff.• Effectively handled the recruiting, interviewing, hiring and termination decisions within the operation.• Ensured patient and provider inquires are addressed in a timely manner.• Developed and implemented strategies to meet company standards including abandonment rate reduction.• Responsible for the processing of payroll and monitoring of department / staffing coverage.

Greater New York City Area

• Managed all operational aspects of the high patient volume, multi-physician medical practice; focusing on patient satisfaction.• In collaboration with the Regional Director and Medical Director, we analyzed the environment of the site to assess deficiencies - making recommendations to improve the site’s operational direction.• Collaborated daily with facility staff and vending companies for site repairs and equipment inspections.• Monitored daily workflow / scheduling for physicians, nurses, medical assistants and front end patient servicerepresentatives; which also includes recruiting, hiring and training of new employees.• Facilitated weekly meetings with both union and non-union staff to ensure the policies and procedures are adhered to on a daily basis. Administering disciplinary documents and meetings with staff as needed.• Assisted with budget preparation by providing input on anticipated revenues and expenses.• Responsible for the daily reconciliation of patient billing / copayments, petty cash and bank deposits.• Processed payroll for physicians, nurses and other non-union employees.• High volume of daily patient interaction (face to face and via telephone) regarding complaints, concerns and issues with satisfactory resolution.

• Supervised / coordinated the workflow by means of monitoring phone queue volume and projects.• Educated and updated specialists regarding policies / procedures, expectations and performance.• Responded to specialists / providers inquires and complex issues with satisfactory resolution.• Maintained accurate records, files and documentation of staff.• Facilitated meetings with Senior Management on a monthly basis including the execution of matrix reports.• Direct supervision of the Admissions / Intake and Referral teams.• Collaborated with Precertification Nurses to obtain procedure authorizations for members.

• Supervised, trained and monitored a staff of 6 employees within the billing department.• Analyzed royalty payments and performance statements for artists.• Managed the processing of invoices and payments for clients, both internal and external.• Assured that billing and collection of all services are concise, timely and made according to company policy. • Daily interaction with clients regarding contract negotiations and payment status.

• Calculated music royalty payments for high profile members – writers / publishers.• Provided quality customer service within the high volume call center.• Researched domestic and international royalty inquiries and discrepancies.• Resolved problems, issues and concerns of members.• Furnished performance tracking, licensing and clearance data.• Accurately and efficiently analyzed performance statements and royalty calculations.• Educated members of company policies and procedures.• Assisted other departments with various tasks and projects.