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Senior Patient Care Coordinator Resume

Duluth, GA

SUMMARY

18 years business experience including over 12 years of customer service in a call center environment. 5 years of strong management experience. Strong communication skills for handling internal and external customers. Proven ability to handle multiple tasks and last minute projects. Self-motivated, creative, flexible, willing to take initiative and accountability for actions. Eager and energetic personality who is successful working independently or as part of a team. Hard-working and dedicated professional who learns quickly and possesses strong leadership skills.

PROFESSIONAL EXPERIENCE

Confidential,Duluth, GA 2007-Present

Senior, Patient Care Coordinator/Team Lead

Responsible for direct management of a team of 6 in an inbound call center of 11 agents.
Participated in the recruitment, hiring, and termination of employees.
Perform all tasks, answer phones, and resolve issues with patient prescriptions by contacting adjusters.
Delegate tasks to team members to ensure a balanced workload.
Handle any pharmacy operations issues escalated by team members.
Review and update the Standard Operating Procedures with employees to ensure they are adhering to policy and procedures.
Provide input for employee appraisals.
Create process flows as needed for processes relating to the daily activities of staff.

Confidential, Atlanta, GA 2006-2007

Call Center Supervisor

Responsible for direct management of a team of 30 in an inbound call center of 60 agents.
Participated in the recruitment, hiring, and termination of employees.
Analyzed data and developed/implemented corrective action plans to ensure call center targets and goals were met.
Developed and guided employee performance through a variety of mechanisms such as observations, metrics analysis (ticket resolution) and feedback devices from customers, peers, and management.

Confidential, Atlanta, Georgia 2001-2006

Call Center Performance Manager

Managed day-to-day operations for a team of 16 in an inbound 500+ call center.
Participated in the recruitment and hiring of new employees.
Analyzed data and developed/implemented corrective action plans to ensure call center targets and goals were met.
Developed and guided employee performance through a variety of mechanisms such as observations, metrics analysis (calculating AHT or RE) and feedback devices from customers, peers, and management.
Developed and implemented incentive programs/contests to boost employee morale and motivate employees to reach call center goals.

Customer Service Representative/Customer Ownership Team

Served as a Relief Manager in the absence of the Performance Manager.
Served as Subject Matter Expert (SME) to assist with questions/ issues regarding the process of changing customer user IDs. (PPP Swap Process)
Authored the training manual for the PPP Swap Process.
Managed workflow to ensure commitments were met regarding PPP Swap requests.
Facilitated on/off-site training to Help Desk work sites, managers, team leads, and the training department to teach the PPP Swap Process.

Confidential, Chamblee, Georgia 1998-2001

Schedule Coordinator/Dispatcher/Customer Service Representative

Processed inbound and outbound service calls in a 20+ persons call center.
Scheduled and dispatched service appointments for 20+ plumbers.
Confirmed with customer service representatives to ensure that all service opportunities were met.
Reported status on service orders and communicated customer requirements to departmental personnel.

Confidential, Clarkston, Georgia 1997-1998

Emergency Dispatch Operator/Team Leader

Monitored security alarms for businesses and residences in a 24/7, 200+ person call center.
Dispatched the proper authorities when appropriate for signals ranging from burglar, fire, and hold-up alarms, to system troubles.
Provided support to operators with inquiries on incoming alarms.
Assisted Manager with the operations of the Monitoring Center.
Coordinated Quick-Start seminars for new sales representatives, educating them on the operations of the Customer Care Center.
Assisted the training department by proctoring new employees.
Named “Dispatcher of the Month” (award) three months in a row.

Confidential, Smyrna, Georgia 1995-1997

Assistant Supervisor/ Customer Service Representative

Assisted Supervisors in managing 100+ associates in an inbound call center to ensure a smooth flow of operations.
Conducted service observations to evaluate associate’s performance.
Maintained attendance and scheduling records for associates.
Resolved complaints elevated to the corporate level.
Processed inbound calls to schedule pickups, provided rates & time in transit, processed refunds, complaints, and tracked packages. Handled claims for damaged and lost merchandise.

EDUCATION

Telecommunications Management

TECHNICAL SKILLS

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Microsoft Office Suite
Microsoft Outlook
Internet Platforms: Microsoft Internet Explorer, Netscape
RS 2000 (Scheduling)
Kana Power Client
Siebel-based Applications
AS400-based Applications
Oracle-based Applications
PeopleSoft-based Applications (Vantive)

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