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.

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.

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.

• 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.

• 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.