Summary
Overview
Work History
Education
Skills
Timeline
Generic

MICHELLE EMERICK

Roosevelt,NJ

Summary

Accomplished Customer Service/Assistant Office Manager with over 20 years of experience in customer relationship management, strategic planning, food industry, health care industry, budgetary planning and control, and process improvement. Expert in analyzing market trends and establishing healthy and retentive client relationships. Effective in developing procedures and service standards for operational excellence. Resourceful in enhancing business volumes and achieving efficiency and profitability. Able to manage large accounts and strategic partners. Driven to provide a superior quality customer experience and world-class service.

Overview

39
39
years of professional experience

Work History

Assistant Office Manager

Freehold VNA CJ Community Health Centers
Freehold, NJ
06.2023 - Current
  • Responsible for assisting the site office manager with oversight of all aspects of front office operations within the designated site
  • Partners with the office manager and clinical leadership team to ensure that an excellent patient experience is delivered following all established policies, procedures and workflows
  • Assists office manager with monitoring patient satisfaction and developing performance improvement plans in the same
  • Oversees the front desk coordinators, the financial counselor and other administrative staff as needed to ensure all necessary demographic information is gathered and verified for insurance and other payer programs that the organization participates with; provides this oversite in both real-time and by audit

Call Center Supervisor

VNA CJ Community Health Centers
Holmdel, NJ
12.2022 - 06.2023
  • Call center supervisor for the VNA of Central New Jersey Community Health Centers
  • Manage and oversee inbound and outbound calls for the Patient Representative team
  • Analyze statistics and compile accurate daily reports, manages to ensure providers reach expected targets on a daily basis, and ensures accuracy in all functions in making appointments for four community health centers
  • I work with the entire team to continue to utilize and update the guidelines for improved efficiency
  • We have real time communication with all four sites as needed
  • The answered vs queued calls have remained in in the 80 percent range and the goal is 90 percent
  • We continue to focus on excellent customer service and focus on patients’ needs

Customer Service Manager/Client Project Manager

Revolution Foods
Edison, NJ
10.2021 - 10.2022
  • Served as the client project manager for our Medicare client and K–12 clients
  • Provided daily communication with partners and analyzed, resolved, and escalated all issues/inquiries
  • Worked closely with all operations positions for effective planning and management of day-to-day operations for the customer: purchasing, production, fulfillment, and distribution
  • Coordinated and logistically planned customer requests and needs to appropriate cross-functional teams
  • Prepare weekly reports for market leaders that succinctly capture customer and order data, internal waste, and revenue reporting
  • Review and own monthly invoicing process, and fielding questions from partner surrounding monthly invoicing
  • Consistently completes a variety of reports, routine office tasks, preparing reports, completing research, tracking information, and preparing and updating information on excel spreadsheets and live google documents for internal and external use with partner
  • Lead contact for large partnership, responsible for coordinating and logistically planning customer requests and needs to appropriate cross-functional teams
  • Managed the customer service team and client project analyst for successful partnership relations
  • Managed all coordination for successful departmental workflows to follow all standard operating procedures

Regional Market Manager

Revolution Foods
01.2019 - 01.2021
  • Runs Philadelphia market away from culinary center to ensure school meals and services are delivered to multiple school sites
  • Works in conjunction with inter-departmental management teams to achieve positive results
  • Work with third-party (Common Market distribution warehouse) to ensure accurate and timely delivery of products to customers in Philadelphia
  • Adhere to Federal, State, and District rules and regulations pertaining to school meals and child nutrition
  • Lead all school renewal processes through contract signing and participate actively in the sales process
  • Trained Common Market on deliveries to partners in Philadelphia and developed a strong relationship with vendor
  • Managed meals and inventory to Common Market
  • Cross-checked all meals for efficiency prior to meal deliveries
  • Managed invoicing, workflows, and day to day operations enabling greater levels of efficiency and productivity

Senior Area Operations Manager

Revolution Foods
01.2015 - 01.2021
  • Provide overall planning, direction and control to assigned school partners within the New Jersey/New York market; to achieve the highest levels of customer satisfaction, operating, and financial goals
  • Perform internal audits as assigned and make recommendations to optimize financial performance or operational standards
  • Work cross-functionally with management team to establish and maintain effective school partner relationships
  • Maintain positive community relations, participating in professional and community events and activities
  • Participate in the development of market forecasts with the GM and Financial Manager and develop plans to optimize financial performance and productivity
  • Maintain a food safe environment, complying with State, Federal and company food safety policies while training and enforcing the use of all safety forms and HACCP Plans
  • Collaborate cross-functionally to provide overall planning, direction and support to vendors, team members and assigned school partners within New York City
  • Managed 22 sites in New York City
  • Oversee all health inspections, court cases, and settlements for all school sites
  • Oversee hiring, training, and development of the service staff at all school sites

Assistant Manager

Chili’s, Quality Dining Corporation
Hamilton, NJ
01.2004 - 01.2015

Assistant Manager

The Ground Round, American Hospitality Concepts
Bordentown, NJ
01.1992 - 01.2004

Assistant Manager

Annie Sez, Big M Inc.
Burlington, NJ
01.1986 - 01.1992

Education

BS -

Thomas Edison State College
01.2013

AA -

Burlington County College
01.2004

Skills

  • Strategic Planning
  • Administrative Management
  • Project Management
  • Serve Safe Certified
  • Client Engagement
  • Health Care Management
  • Continuous Improvement
  • Relationship Building
  • Health Care Call Center Supervisor
  • Complex Problem Solving
  • Cross-Functional Team Leadership
  • Customer Service
  • Operations Management
  • Workflow Planning

Timeline

Assistant Office Manager

Freehold VNA CJ Community Health Centers
06.2023 - Current

Call Center Supervisor

VNA CJ Community Health Centers
12.2022 - 06.2023

Customer Service Manager/Client Project Manager

Revolution Foods
10.2021 - 10.2022

Regional Market Manager

Revolution Foods
01.2019 - 01.2021

Senior Area Operations Manager

Revolution Foods
01.2015 - 01.2021

Assistant Manager

Chili’s, Quality Dining Corporation
01.2004 - 01.2015

Assistant Manager

The Ground Round, American Hospitality Concepts
01.1992 - 01.2004

Assistant Manager

Annie Sez, Big M Inc.
01.1986 - 01.1992

BS -

Thomas Edison State College

AA -

Burlington County College

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MICHELLE EMERICK