Marge Stebilla
Canton,United States
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
13
13
years of professional experience
Work History
Revenue Cycle Project Manager
D4C Dental Brands
Atlanta, Georgia
03.2019 - Current
- Supported clinical team members with revenue cycle procedures and addressed issues.
- Completed financial month end reporting for all pediatric dental offices.
- Due Diligence Reporting for Business Development team.
- Internal and external Compliance Auditing for all offices in 9 states
IT Service Desk Manager
D4C Dental Brands
Atlanta, Georgia
02.2018 - 03.2019
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and offer available solutions.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
Call Center Manager
D4C Dental Brands
Atlanta, Georgia
04.2011 - 02.2018
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Conducted performance reviews for Call Center Agents to reduce resolution times and improve customer satisfaction ratings.
- Established relationships and touch points with clients to promote retention.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Directed training and retraining of employees to boost performance and enhance business results.
- Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
- Effectively supervised staff of 30 personnel by implementing company policies, protocols, work rules and disciplinary action.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Evaluated employee performance on annual basis and conveyed constructive feedback to improve skills.
- Delivered training for staff development, change management and materials, process and technical controls.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Education
Certification - Medical Office Management
Javelin Technical College
Marietta, GA07.2009
Skills
- Proactive and Focused
- Conflict Resolution Tactics
- Customer Accounts Management
- Adaptable to Changing Conditions
- Prioritizing and Planning
- Business Relationship Management
- Electronic Document Management System
- Continuous Improvement Process
- Problem Anticipation and Resolution
- Compliance Assessments
Timeline
Revenue Cycle Project Manager
D4C Dental Brands
03.2019 - Current
IT Service Desk Manager
D4C Dental Brands
02.2018 - 03.2019
Call Center Manager
D4C Dental Brands
04.2011 - 02.2018
Certification - Medical Office Management
Javelin Technical College
Similar Profiles
Kelsey HerringtonKelsey Herrington
Revenue Cycle Specialist at D4C Dental BrandsRevenue Cycle Specialist at D4C Dental Brands
Elvia CrainElvia Crain
Orthodontic Assistant at D4C Dental BrandsOrthodontic Assistant at D4C Dental Brands
Inez RodriguezInez Rodriguez
Front Office Coordinator at D4C Dental Brands Inc.Front Office Coordinator at D4C Dental Brands Inc.