KEY SKILLS OFFICE SKILLS:

HIPAA, Management, Customer Service, Insurance verification, Coding and Billing, Database & Records, SOP Management, Executive & Administrative Support, Payroll, Escalation Expert, Standard Operation Procedures, Complaint Handling, Inside Sales

COMPUTER SKILLS: Microsoft Word, Excel, PowerPoint, Access, Visio, Outlook, Windows Vista/XP, Sales force, Emdeon, Availity, Navinet, Paychex, ADP

CALL CENTER SKILLS:

• Result driven “Hands on” manager with proven success in reducing cost while increasing revenue and customer retention
• Extremely motivated and experienced problem solver with extraordinary Team Leadership capabilities
• Certified “ICMI” Manager and Trainer, experienced in both ADP and Paychex time keeping
• Ability to interact with all personality types to create a highly functioning call center to effectively work towards exceeding company goals

PROFESSIONAL EXPERIENCE:

Manager

Responsibilities:

• Responsible for leading the Customer Support team in customer production and support issues to create outstanding relationships. Additionally, the Manager, Customer Support is responsible for managing the Sr. Customer Support Analyst team and the Sr. Training Representatives in developing analytics pertaining to customer service and delivery excellence.
• Management of Customer Support Training Department and Specialty Support Senior Analyst complete ownership over team productivity and managed work flow to meet or exceed quality service goals.
• Conducted performance reviews for all Customer Support teams to reduce resolution time and improve verall customer satisfaction rates.
• Assessed training needs through surveys, interviews with employees, focus groups and consultation with numerous department managers.
• Devised and published metrics to ownership over team productivity and work flow to meet or exceed quality service goals.
• Increased performance scores by 27% by developing new internal employee processes and policies.
• Continuous improvement of department operations to develop strategic plans in operations to meet company goals
• Leader in development of company standard operating procedures, responsible for effectively Implementing procedures into daily operations.
• Initiated program that standardized employee training and led to increase in customer satisfaction by 12% for quarter.

Training Manager

• Responsible for the daily training and implementation of procedures for 3 internal departments
• Creation of 2 week New Hire training, over 50 new hires successfully trained
• Successfully trained over 100 employees in different processes and procedures
• Present in monthly operation meetings with all departments to communicate the planning, drafting and implementation of new procedures
• Monitor and score of calls to ensure quality based on performance metrics
• Develop Call monitoring metrics and SOP guidelines
• Provide constructive feedback to Management and set improvement milestones when indicated.
• Participate in customer and client listening programs to identify customer needs and expectations
• Coordinate the implementation of operating procedures into daily work flow of Call Center successfully while not effecting the ability to meet company timelines
• Continuous improvement of department operations to develop strategic plans in operations to meet company goals
• Determines future course offerings to improve the knowledge of employees and to satisfy the demand for advancement and retraining
• Build and develop leadership training program/manual for current and potential new leaders within the company

Training Manager

• Responsible for the daily supervision of 3 internal departments (50 representatives)
• Increased call center service level to 94%
• Team able to assist in exceeding sales goals by 40%
• Drove customer test rates from 60,00 to over 75,000 test completed in 2015
• Recognized for increasing call center functions and communication with other departments
• Accelerated data input, processing and retrieval times of Home Sleep test
• Created new roles to increase company revenue and improve operations
• Provide training, coaching, counseling and development of PCRs to increase test completion rates
• Attend Operation meetings to effectively communicate with internal and external departments
• Maintain monthly schedule and schedule adherence, complete time off approvals and payroll corrections with utilization of Paychex
• Create a team environment which motivates PCRs and contributes to service excellence and self - leadership.
• Utilize expert skills to resolve escalated patient concerns in a timely matter
• Assist in PC3 and Choice VA programs implementation into call center operations
• Analyze reports for trends and provide feedback to Vice President of company
• Gather, analyze, and report daily/weekly/monthly sales and customer service statistics
• Proven track record of sound decision making skills
• Creation of Veteran Affairs procedure (Choice Program)

Representative

• Excelled in role requiring the ability to communicate effectively with Physicians and explain the importance of Home Sleep testing for Obstructive Sleep Apnea
• Increasing completed test from newly ordering physicians
• Provide marketing and Patient information material to Physicians within assigned territory
• Resolve any concerns to create an overall great Physician and Patient experience throughout the testing and ordering process
• Serve as the sole contact from NovaSom for HCP's (Health Care Professional) office and interact with others in NovaSom to coordinate activities.
• All aspects of this position are related to ensuring growth for NovaSom while ensuring correct business functionality, meeting industry standards and complying with local, state, and federal laws.
• Excelled in role requiring the ability to communicate effectively with Physicians and explain the importance of Home Sleep testing for Obstructive Sleep Apnea

 Customer Care Lead Representative

• Expert in assisting with escalated calls and providing the best resolution to resolve customer issues with expediency
• Maintain patient and physician accounts with utilization of Salesforce
• Utilize Emdeon, Navinet and Availity for benefit authorization
• Resolved escalated calls by calming upset/angry customers, researching and rapidly resolving problems and rebuilding client trust to prevent the loss of key accounts
• Consistently praised by management for the quality and timeliness of reports, attention to detail, exemplary customer service delivery and team player attitude
• Set Daily task and goals for assigned territory

 Customer Care Lead Representative

• Serve as Customer Care Lead Representative in Tech Support
• Collaborate with Customer Care Manager to create strategic plans to enhance customer satisfaction
• Provide employees with tools to maintain and increase service levels to both internal and external customers
• Work closely with other departments to promote sales contests, clarify information, and distribute reports
• Gather, analyze, and report daily/weekly/monthly sales and service statistics
• Worked hard to contribute to increasing customer knowledge of wireless plans, products and services
• Increased employee knowledge by assisting with training or new employees
• Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies
• Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from monitored calls.