Michael Bernard Email & Phone Number

Meridian, Id, Us

United States

Meridian, Idaho

Boise, Idaho

•Manage early collections for a financial client in all aspects from training, quality assurance, operations team managers and agents on program •Responsible for driving quality, ensuring schedule adherence, meeting key metrics and managing the overall day to day well-being of the needs of the account.•Assume the lead role in client communication with operational matters on the account-Maintain a high level of understanding of the client and their industry to assist sales staff in identifying new business opportunities.•Supervise new employees and participates in the selection process. •Communicate regularly with upper management regarding the account’s performance. Bring areas that are out of compliance with contractual agreements to their attention and provide improvement plans.•Deliver results of the account and team through Business Reviews and team meetings as necessary to the client, site management and executive team.•Define measurement systems to accurately monitor and report performance and client satisfaction metrics to the client, the company and the employees. •Assure that contract documentation and information is up to date and files are maintained.•Provide accurate, timely and professionally written or verbal, statistical reports to management for historical, current status and forecasting purposes (including, but not limited to, budgets, pricing, revenue, staffing, training, seating, etc.).

Meridian, Idaho

Managed multiple projects for a growing dermatology clinic including building expansion (construction support) and technology upgrades including terminal access, IPAD EMR system, ACD phone system/reporting software, & security camera systems•Created/implemented standard operating procedures for the clinic workgroups including scheduling, reception, electronic records, operations, and medical assistant staff•Ensured compliance to PCI, HIPPA, and PII practices for medical offices

Meridian, Id

•Assisting national retail and direct dealers with in-store activation, technical, or order issues•Reviewing and correcting web and phone orders and helping customers choose rate plans, phones and accessories

Providing coaching and feedback realtime to CSR's on the calling floorAssisting center management with daily operations CSR Quality AssuranceSetting monthly goals and reporting on status during and at the end of the month to management and higherAssisting escalated customers with complex issues and high function resolution when necessaryProviding cross team training for special projects and assisting training department with OJT for new hires

Opening/closing of store locationEntering daily sales information and prepairing daily/weekly/monthly reportsVerifying all petty cash in store and auditing CSR tills regurlyHelping process new inventory and verifying current through full store inventory checks

Certification, Emergency Medicine (Emt)

Diploma, General Studies