Paula Cross Email & Phone Number

As the Production Specialist Manager, I am responsible for overseeing daily operations of thedata processing team. This consists of analyzing their workload and making sure the team has the tools and the training to successfully deliver a quality product on time. Customer satisfaction is my focus whether our customer is internal or external.I manage the team by encouraging teamwork and keeping communication channels open and cooperative amongst all levels of the department and company. I encourage team members to take on challenges and learn. Documenting and sharing that knowledge is also essential.Over the years I have led our team through at least 6 product and software changes for job submission, time tracking and billing. Each time it was done with effective planning, collaboration with developers and IT, as well as testing of the platform before rolling it out to production. To successfully work through any changes, my team could always count on me to document the procedures and train for success. I collaborated with many groups and was a major part of the successful roll out of Vera Core for our unit. This software was to replace our account specifications and instructions, revenue accrual, billing and special reporting for accounting. When the test version came out and I started testing it I realized that it wasn’t going to be efficiently replacing the tool we had. I worked with all end users of the product to learn what each group needed. I then worked with the developer/programmer for changes needed for a successful roll out. The product was rolled out on time and successfully. I created documentation for Standard operating procedures on billing and organized training sessions for groups as well as individual sessions.

Baltimore

As a Production Specialist I was responsible for managing many accounts for mail campaigns and executing those campaigns to both internal and external mailing facilities. I handled over 20 accounts and consistently delivered a quality product 100% on time. I was able to analyze my workload and improve processing. I managed many clients that utilized external mail facilities which allowed me to expand my knowledge quickly. As I acquired more knowledge, I would document and share with my co-workers to help them. After two years in this role I advanced to a Supervisory role.

Baltimore, Maryland, United States

My role in fulfillment consisted of examining, routing and sorting thousands of pieces of mail each day for processing of client rebates.I then took on a role in Client Services, managing customer call lines. I managed over 100 calls a day where I promptly handled customer complaints and inquiries. The handling of the call lines led to expanding the department and taking on a few more client center calls for the rebate department.