OBJECTIVE:

To further my professional career, with an organization I can help improve the ability to exceed corporate goals, and help honor all long - term commitments made to customers, employees and the communities in which we live.

SUMMARY:

Competent, reliable, dedicated, results-driven, and accomplished professional, with more than twenty years experience as a supervisor, manager, and trainer. Experienced in supervising, training and managing Call Center personnel in a fast paced customer service centers as well as Pharmacy Benefit Manager call center. Possesses strong organization, prioritization, and leadership skills.

EXPERIENCE:

Confidential

Responsibilities:

• Coach, motivate and provide feedback to employees.
• Assists with implementation and administration of programs such as call monitoring, IVR, SAP, QA, and other programs or projects as necessary .
• Knowledge and use of Call Center Quality Monitoring tools such as Nice, Witness, Replay.
• Experience with WFM tool Cisco Unified Intelligence System.
• Strong verbal and written communication skills.
• Interactively train, guide, monitor and develop new employee performance to improve the customer experience.
• Responsible for approving timesheets, creating developmental action plans, hiring, terminations, performance evaluations, monthly coaching sessions.
• Interactively train, guide, monitor and develop employee performance to improve the customer experience.
• Participate in the development, implementation and update of customer service training.
• Monitor and enforce adherence and attendance guidelines.
• Responsible for resolving escalated and/or complex issues.
• Outstanding attendance record, flexible and always on time.

Confidential

LD Coordinator

Responsibilities:

• Facilitate Famous for Service Training for more than 600 Confidential employees.
• Developed a comprehensive 4 week New Hire training program for Clinical Care Services Call Center, this resulted in 25% better quality and member satisfaction.
• Strong verbal and written communication skills.
• Interactively train, guide, monitor and develop new employee performance to improve the customer experience.
• Work process improvement projects to improve the job functions under Member Services, to include but not limited to Clinical Care, Fast Start, Accounts Receivable, and Participant Services.
• Proficient with Avaya Supervisor, Empower, Aspect 360, Work Brain, and Confidential Payroll time and attendance systems.
• Provide feedback and mentoring to New Hires.
• Facilitates training for Clinical Care Mail Order Bridge Supply, MChoice and Changeback.
• Participate in the review, development, implementation and update of Clinical Care Services SOP.
• Provide front line floor support, always available to assist Pharmacist and Technicians with process and procedure questions.
• Conducts high level QA of employees, provided monthly feedback/coaching.
• Fast learner of new systems, programs and processes.
• Meets with leaders to assess training and department goals.
• Strong analytical and problem-solving skills Effective planning and organizational skills Solid PC skills (Microsoft Office and more).
• Proven ability to work independently, and possess a strong technical aptitude.
• Outstanding attendance record, flexible and always on time.

Confidential

Customer Service Manager

Responsibilities:

• Coach, direct, motivate and appraise performance of Customer Care Representatives.
• Responsible for approving timesheets, creating developmental action plans, hiring, terminations, performance evaluations, monthly coaching sessions.
• Interactively train, guide, monitor and develop employee performance to improve the customer experience.
• Provide counseling and mentoring to Customer Care Representatives.
• Deliver coaching in regards to performance and quality.
• Participate in the development, implementation and update of customer service training.
• Monitor and enforce adherence and attendance guidelines through the use of Confidential and Ceridian Payroll System.
• Responsible for resolving escalated and/or complex issues.
• Coach Representatives on career opportunities.
• Monitor each representative’s performance by listening and evaluating calls on a regular basis.
• Outstanding attendance record, flexible and always on time.

Confidential

Customer Service / Billing Analyst team lead

Responsibilities:

• Handled incoming customer escalated calls in a professional and courteous manner.
• Answered customer question about billing and service related issues.
• Researched billing errors, calculated and issued credit adjustments as well as finding and correcting the root cause of the problems.
• Made outbound calls to customers to keep them informed as to the status of their Billing Inquiries.
• Served as the liaison between the customer and management to resolve issues quickly and efficiently.
• Assisted team members with difficult customers and issues.
• Made Data Base changes to correct problems with customers billing.
• Participate in the development, implementation and update of customer service training.
• Advised customers on the phone on step-by-step trouble shooting that help clear the trouble without the need for a technician visit.
• Outstanding attendance record and always-on time.

Confidential

Telephone Operations Chief

Responsibilities:

• Assisted the telephone officer in the performance of his duties.
• Assisted in establishing the Joint Call Center.
• Responsible for the Negotiation of cost for software and equipment in Joint Call Center
• Evaluated JCSR (Joint Call Center Representatives) on monthly performance evaluations.
• Provided on the spot feed back to JCSR for areas of improvement.
• Monitored inbound calls and provided coaching and feedback to JCSR.
• Ensured quality control of telephone, cable installation and repairs done by the telephone office.
• Proven Project management and Negotiation Skills.
• Implemented the Telecommunications Management System enhancing our ability to track productivity, control cost and improve service to over 10,000 customers.
• Implemented the (Secure Perfect) Security Management System for access control, also acted as a systems administrator for the system.
• Has knowledge of Telecommunication Association Industry/Electronics Industries Alliance (TIA/EIA) standards.
• Awarded Navy Marine Corps Commendation and Navy Achievement Medals for outstanding job performance.

Confidential

Operational Communications Chief

Responsibilities:

• Planned, installed, operated and maintained analog/digital switchboard network capable of supporting a small city.
• Managed personnel at various local and remote locations throughout the Country and overseas.
• Implemented a help desk to assist customer with day-to-day concerns and network issues.
• Maintained a complete account of over 2500 pieces of communications equipment.