TOBIJAH ANDERSON 217 Sydney Street Philadelphia, PA 19119 257.9497 c ta1330c9e@westpost.

net

267.

OBJECTIVE A leadership position ensuring and promoting the greatest efficiency a nd productivity. QUALIFICATION SUMMARY Several years of experience including: Call Center, Pharma cy, Transportation, Logistics, Retail, Mail Production Distribution, Accounts Re ceivable, Collections, Budget/Schedule Management, Sales &Marketing, HIPPA/Corpo rate Compliance, Microsoft Expertise, System Administration, Training &Developme nt, Inventory Control, Proposal Generation, Project Management, etc. Professional Experience LogistiCare Solutions, LLC, PHILADLEPHIA, PA 2006-pres ent Manager Managed the call center and transportation portions of the Philadelphia Medical Assistance Program as well co-managed the Philadelphia protg mentorship of disad vantaged business owners; responsible for the following performance standards: * Call Center/Transportation Operations- Blocked Rate of <5%, ASA 30 seconds or less, Abandonment Rate <5%, % of Trips Generating a Complaint <5%, Customer Sat isfaction Rating >85%, Consumer Satisfaction Rating for Children <85%, Consumer Satisfaction Rating for clients with LEP <85%, Availability of Urgent Care Servi ces 100%, & Required Reports Submittal 100%, * Financial/Business- Hiring of 25% Current or Former TANF Recipients each quart er, 95% Adherence to exempt and non-exempt staffing plan semi-annually, <75% Mas s Transit Trip mode, 95% adherence to audit compliance. * Disadvantage Business Enterprise- Mentor Protg Program Member providing guida nce, technical support and best practices to DBEs to ensure viable and long-term business partnerships with LogistiCare while satisfying and reporting on DBE f inancial commitments, amounts paid and contract requirements. * Management Diversity- HR Management Liaison, LogistiCare Training Content Advi sory Member, State & LogistiCare Advisory Representative, LogistiCare National C all Center Management Representative & Liaison, State P&P Liaison. DUNKIN DONUTS MID ATLANTIC DISTRIBUTION, WESTAMPTON, NJ 2005Member Support Manager/Mid Atlantic Region Result-Create, implement and maintenance all call center operational business. 1 00% * Action- Actively learning, gathering and evaluating information that aid in id entifying issues and risks and then recommending and facilitating solutions to r esolve those issues. Initiating and directing project plans, assigning task and facilitating team processes. Communicating project plans to diverse audiences. (Ex: Coordinate all DCP Member Support training and quality improvement processe s through Training Support and Continuous Quality Improvement (CQI). Reports to VP and COO concerning current/future training needs based on business requiremen ts). * Action- Working with COO, VP, Board Members, as well as internal departments h eads at Dunkin to develop information and initiatives for Member Support in orde r to foster one stop timely and accurate customer service for our franchise memb ers, via issues and risk from those perspective audiences. * Action- Training on and testing new systems and monitoring those testing effor ts. Reviewing and approving new system behaviors to ensure alignment with busine ss requirements and objectives. Establishing test performance metrics, coordinat ing application upgrades and rollouts of moderate complexity and scope. Coordina ting and working with the Dunkin IT Director and outside vendors to ensure prope

r management of all telephony software and hardware. * ActionEnsuring successful administration of all human resource functions for s taff in Member Support by working with supervisor. Facilitating problem-solving processes either by assisting team members to get to the root themselves, by pro viding expertise or by obtaining the necessary resources to answer their questio ns. Directing management staff in customer service to realize full potential in both productivity and quality to promote a quality focused healthy workplace. * Action- Administering customer-based programs including customer surveys, adve rtising, and telephone surveys. Measured- All actions are measured by successful implementation of a process o r resolution that minimizes or erases the initial risk or issue. (Increased posi tive customer survey feedback, decreased internal and external customer complain ts and increased call center metric measurements: quality, productivity, etc.) CIGNA TEL-DRUG, HORSHAM, PA 1997-2005 Pharmacy Services Contact Manager *Managed the daily responsibilities of a unit of 20-35 customer contact speciali st. Other specific duties included: * Customer Service- Responsible for maintaining Call Center established goals of : 30 seconds or less blended ASA and 50 seconds or less unblended ASA, 2.5% or l ess Abandonment Rate and 95% or higher team Quality metrics. Coordinated and tre nded periodic customer satisfaction surveys to determine level of performance of customer service staff and pharmacy product delivery. * Staffing- Worked with Senior Staffing Consultants and Human Resource Director to identify clear critical skills and attributes needed for direct reports job r equirements in order to facilitate selective hiring process. * Training- Assisted VP and Training Director in continued development and quali ty maintenance of Tel-Drug pharmacy contact center online procedure manuals. Ass isted training department in coaching and fashioning employees during their prob ation period to meet or exceed service levels. Participated in an ongoing traini ng initiative Floor Assistance for Coaching and Technical Support (F.A.C.T.S.) d esigned to identify low performers and provide tools and coaching necessary to d evelop them into higher performers. In addition F.A.C.T.S identified high perfor mers to gather best practices for coaching and developing others. * Human Resources- Worked with HR Director and Training Director in focus groups for new management trainings and ongoing upkeep of the HR Intranet. Wrote and d elivered employee appraisals and compensation increases. Acted as direct contac t or liaison in all employee relation issues including but not excluding; reward programs, performance and attendance management, STD, FMLA, pay role processing , arbitration etc. * Public Relations- Acted in corporate PR function as one of the oral and writte n spokesman of the Tel-Drug Resolution, Account Management, and Policy and Proce dure Teams. Also acted as contact for sensitive pharmacy clients such as Black a nd Decker, and Home Depot. * Security- Call Center site contact for Corporate Security claims and investiga tions, including credit card theft, identity theft, falsification of employment, time records etc. Secured building and handled after hours and weekend security issues for the facility was incumbent. * Organizational Design/Project Management- Worked solely and with teams to deve lop company initiatives and improve efficiency, productivity, and continuity in the enterprise. Ex: Operation SOS (increase incoming prescription volume), Get R eady Get Real (in-house successor development) Roll Based Access and HIPAA Compl iance, Expedited Order Arrangement, etc. * Supervisory Diversity- Was directly involved in policy and procedures as well as benchmarks and program development of contact center specialty, marketing, pr oduction and clinical representatives. Education

MBA, Keller Graduate School, Chicago, Illinois BA Communications/JPRA Temple University, Philadelphia PA. Pennsylvania Real Estate Agent