Peter K. Studner Associates, Inc.
Workshop Samples

An experienced Customer Service Representative skilled in operating a large corporate financial business office. A team leader in quality management with high levels of efficiency in customer service who achieves maximum revenues on collection accounts.

A computer-oriented professional with fiscal accountability, financial analysis, crisis management, marketing, communications, training and presentation skills.

EXPERIENCE

City Medical Center, Overland Park, Kansas 1997-2005

Manager, Financial Customer Service (2001-2005)

Managed a business unit that processed 200 telephone calls and 500 incoming letters per day. Interfaced with administration, attorneys, insurance carriers, collection agencies, affiliated providers and medical staff. Supervised 12 staff.

• Analyzed and resolved more than 100 problem accounts weekly related to billing, reimbursement and legal affairs.
• Designed and implemented a program that upgraded phone equipment and improved customer response time by 95%.
• Improved quality customer service through a department restructure that saved $100,000 in labor costs.
• Replaced inadequate call-sequencer equipment with a system that provided a first-ring response and reported operator productivity.
• Established measurable standards that monitored customer satisfaction and created benchmarks for quality improvement.
• Inaugurated an award recognition program that improved employee morale through participative management.
• Provided training for more than 100 staff members that increased skill levels and enhanced career development.
• Led a Quality Action Team in Continuous Quality Improvement and Total Quality Management with subsequent enhancement of work flow and administrative efficiency.
• Improved and increased access to walk-in customer service through expanded hours with job-sharing and split shifts.

Project Coordinator, Human Resources Pool (1999-2001)

Developed and implemented a billing process for cardiac screen and transplant aftercare that resulted in more than $1 million in new revenues.

• Captured more than $2 million in lost revenue for Cardiology through a systematic and disciplined approach to the billing process.
• Surveyed area medical centers for services and fee comparisons to ensure a competitive position.

Management Assistant, Human Resources Pool (1997-1999)

Provided temporary management support for special projects in Community Relations, Medical Affairs, Volunteer Services, Ambulatory Care Center and the Goodson Building Facilities Administration.

Marketing Consultant, Olathe, Kansas 1996-1997

Self-employed

• Formulated a marketing plan for a new medical product that included written press releases, newsletters and ad copy.
• Produced and hosted a TV series on Century Cable called "Late Bloomers" that featured people aged 55 years and older.

Printing Masters, Kansas City, Missouri 1993-1995

Public Relations Manager

Corporate spokesperson and media liaison. Prepared a monthly update for the Board of Directors and senior management on industry trends, competitor information, government and legislative matters.

• Spearheaded a nationwide sweepstakes promotion with national coverage for the opening of the 1,000th Printing Masters franchise.
• Developed a marketing mailing list of one million names from sweepstakes entries.
• Trained 200 new franchisees in marketing, public relations, employee relations and community affairs.
• Instrumental in the promotion of The March of Dimes Telethon with Printing Masters as a major sponsor.

Quality Printing, Olathe, Kansas 1991-1993

Vice President of Marketing

Responsible for the creation and implementation of marketing plans and an $800,000 budget.

• Trained 50 new franchisees in marketing, public relations and accounts receivable collections.
• Converted a newsletter into a four-color corporate magazine that was used as a national marketing tool.
• Instructed more than 500 franchisees in marketing techniques at conventions and company road shows.

Tran's Department Stores, Ohio Division, Overland Park, Kansas 1986-1991

Advertising Director

Responsible for advertising and promotional campaigns.

Created the promotion for the most successful new store opening in the company's history.

Conceived and conducted a training program to develop inexperienced staff into top-flight copywriters in 80 hours.

EDUCATION

Wright Business School, Overland Park, Kansas

Master of Business Administration - Emphasis: Marketing and Communications, 1985
Bachelor of Arts - Emphasis: Business and Sociology, 1981