1. Aurora L. Diggins
Cell: (717) 676-5964
aurora.diggins@gmail.com
www.linkedin.com/in/auroradiggins
229 Princess Avenue, Lancaster, PA 17601
Professional Summary
• Dedicated customer service and billing manager with more than 15 years of experience generating
revenue growth annually through employee empowerment and development.
• Recognized for having outstanding analytical skills and the expert ability to manage and resolve varied
client inquiries and complex issues. Utilizes strategic planning, client relationship management, and crisis
resolution to build a positive customer service experience. Exhibited a 99% customer satisfaction in the
most recent annual consumer survey.
• Lead the customer billing and outreach departments in improving overall experience and increased
revenue through the following management tactics: mentoring employees, directing relationships with
partners and vendors, and operating as a dependable hands-on team leader.
• Extensive project management and marketing experience from concept to development while providing
a strong ability to communicate effectively with a wide spectrum of audiences.
Professional Experience
Burman’s Medical Supplies | 2006 to September 2016
Patient Billing/Outreach Manager | Lead Graphic Designer
Repeatedly recognized for top performance and demonstrated ability to quickly learn and master complex
concepts, earning promotions throughout the corporation during 10-year tenure. A creative, highly
motivated and results-driven manager that develops policies and procedures designed to encourage and
empower team members to achieve the company’s revenue and client satisfaction goals.
Results:
• Formed and managed a team of Patient Outreach Specialists, a branch built adjacent to the Customer
Service Specialist, responsible for producing more than $6 million in additional annual revenue, which
involved a 33% profit growth from existing clients.
• Developed and implemented an electronic invoicing and payment system that generated an increase
of over a $100k in new revenue while improving the resolved debit amount by more than 100% from the
previous year.
• Led the enhancement of the electronic medical record (EMR) system resulting in a well-organized
process that has decreased the average time of accurate client chart reconciliation through the
creation of optical character recognition (OCR) templates. This strategy allowed for auto-filing while
eliminating wasteful document scanning resulting in a 28% decrease in employee involvement allowing
for efficient growth in other departments of the company.
• Directed the in-house design department by generating and developing the company website and
promotional pieces that provided the sales department the tools to advertise the business, which
produced an increase of new clientele.
• Worked as part of the marketing team to promote the organization through campaigns and public
relations, achieving awards including, but not limited to The Best of Delco Pharmacy Award, Philadelphia
SmartCEO Family Business Award, AmerisourceBergen ThinkLive Shaping Healthcare Delivery Award,
Greater Philadelphia Chamber of Commerce, The Region’s Small Business Customer Service Excellence
Award, and Philadelphia Business Journal Patient Safety Award.

2. Frame Image | 2002 to 2008
Assistant Manager
Fostered an environment in which guests enjoy high levels of service that quickly led to a promotion within the
first year of tenure. Earned the trust of repeat clients and generated referrals due to the focus on client
deadlines and design needs.
Results:
• Valued leader with excellent project management skills and front-end operations to ensure friendly and
efficient transactions at checkout ensuring company goal attainment.
• Instrumental role in driving record-high sales and an enthusiastic commitment to customer relations while
meeting the high-demands of premium clientele.
Penn Photomounts, Inc. | 2004 to 2006
Customer Service Representative and Graphic Designer
Demonstrated exceptional problem solving and active listening skills while handling a large call volume and
face-to-face clientele that provided incremental revenue growth.
Results:
• Established excellent customer rapport through a dynamic and enjoyable experience with a creative,
accurate and deadline-driven process that delivered a high volume of recurring business.
• Managed an innovative in-house design department that created new, united workflows for project
management, which provided the organization with a distinct competitive advantage.
Areas of Expertise
• Microsoft Office programs: Excel, Word, Outlook, PowerPoint, Publisher, SharePoint, and OneNote
• Adobe Creative Cloud programs: Acrobat, Reader, InDesign, Photoshop, Illustrator, and Muse
• Web based software: Electronic Medical Records (EMR), Employee Time Management (ETM), Dropbox,
social media, ShareFile, Survey Monkey, Join.me, and Google applications: Analytics, My Business, Drive,
Docs, and Calendar
• Mathematic and financial analytics with concept development and strategic planning
• Billing and collection processes - customer service and conflict resolution
• Management, leadership and staff recruitment and development - ability to motivate and train others
Education, Training, and Certifications
Rockhurst University Continuing Education Center, Inc. | 2010 to Current | Seminars and Online Training
• Assertiveness Skills for Managers and Supervisors
• Communicating With Tact and Skill for Managers and Supervisors
• Advanced Training for Microsoft® Excel
• Implementing Flexible Employee Work Schedules
• Advanced Microsoft® Excel for the Power User
• Microsoft Outlook®: Advanced Features
• How to Handle Conflict and Confrontation
• Emotional Intelligence for Leaders
VGMU Online Learning Education | 2010 to 2016 | Online Training and Courses
• Management and Leadership Techniques ● Customer Service Strategies
• Overview of Safety Data Sheets (SDS) ● Hazard Communication
• Retaining the Customers You Already Have ● E-Mail and Voice Mail Etiquette
Hussian School of Art – Philadelphia, PA | 2000 to 2004 | Associates Degree in Graphic Design
While participating in Hussian’s four-year program, I refined my design skills and techniques. My course work
helped to establish a focus in discipline and the foundation required in a professional environment.