Jahaira L Patterson

**** ******* ** **** ********** MD 20744 571-***-****

PROFESSIONAL SUMMARY

• 8+ years of management experience in high-pressure environments.

• Experience in hiring, training, and developing tellers and customer service agents.

• Proficient in quality, coaching, process improvement, and providing feedback.

• Ability to take call centers to another level by implementing process improvements, effective

business processes, while maintaining strong customer and employee relationships

• Strong organizational, communication, and team building skills

TECHNICAL SKILLS SUMMARY

• Proficient with all word products, Windows, Word, Excel, and Outlook

• CRM: Remedy, Siebel, Rightnow, and Data Dental

RELEVANT WORK EXPERIENCE

Dominion Dental, Alexandria, VA 12/11 – Present

Member Service Specialist

• Actively attempt to resolve patients concerns, which may include contacting other appropriate

parties to facilitate the resolution of such concerns and adequately document the information on

the DataDental system. Analyze and interpret new or revise requirements or programs to

determine impact on existing procedures

• Retrieve packages and forward written correspondence (to include brochures, provider lists and

other printed materials) to enrollees when appropriate

• Investigate verbal complaints concerning billing, claims or services rendered. Forward escalating

complaints of service failures to designated departments for investigation.

• Provide support to the Director/Manager of Member Services with various projects

• Maintain current knowledge of Member Services policies and procedures, meet established ACD

system call statistics goals

• Evaluate productivity and accuracy reports to aid in the monitoring of claims processing activities

to ensure that service, quality, productivity and financial standards/goals are achieved

Apptix, Herndon, VA 03/10 – 07/11

Infrastructure Support Supervisor –

• Create and distribute all schedules for a 24X7, 3 supervisors and 45 call center agents, based

on trends of historical call volume. Monitor agents schedule adherence through WFM

• Assess the daily performance of the call center agents use of ACW, AHT, ASA to ensure service

level objectives are achieved

• Run Rightnow queries, export data into excel, for department managers

• Prepare call center staffing reports, analyze and summarize data and trends

• Manage 3rd party vendors, (RN and UCN) and train new employees as well as set up access to

the ACD (UCN) and CRM (RN)

• Develop and manage QA policy and procedures for the entire support staff

USPTO (V-Tech Solutions), Alexandria, VA 02/09 – 03/10

Jahaira L Patterson

1711 Lorelei Dr Fort Washington MD 20744 571-***-****

Call Center Supervisor –

• Manage a team of 19 agents and 2 team leads to consistently accomplish performance metrics

including customer SLA's, utilization, productivity and customer satisfaction performance

• Actively seek ways to maximize team leads and agent performance

• Set targets and monitor performance of team leaders and their agents, working with them to

ensure performance metrics are met

• Identify knowledge gaps to qualify and propose necessary training; by preparing development

plans on performance coaching for the team and individuals to improve performance metrics

• Track results after coaching to identify impact

• Provide a strong floor presence to drive productivity & quality results

FDIC (Apptis), Arlington, VA 12/05 – 02/09

Call Center Supervisor–

• Hire, train/develop, motivate, coach, evaluate and retrain qualified staff

• Monitor a team of 20 Information Specialists, 3 times a week, to ensure consumers are

provided efficient and courteous service and correct coverage information

• Create, develop and maintain the schedule for the three sites Call Center with 42 agents.

Manage staffing levels, call volume and hold time to ensure monthly service level agreements

are met

• Prepare and present monthly performance evaluations and annual performance reviews.

Facilitate department motivational contests and recognition programs. Address disciplinary

and/or performance problems according to company policy. Make appropriate decisions

related to corrective action as required

• Reply in a timely manner to escalations that require supervisory attention

• Perform payroll functions on a weekly basis

Senior Information Specialist–

• Responsible for maintaining adequate records on a per call basis via Remedy

• Serve as a subject matter expert on various consumer compliance laws and regulations

• Determine the existence of unsound practices: violations of law and regulation while referring

consumers to the appropriate bank regulators

• Work closing with bank management and personnel to determine and assess their knowledge

and understanding of current law and regulations regarding FDIC insurance coverage

• Consistently meet or exceed minimum Call Center performance standards

Bank of America, Washington, DC 04/05 – 12/05

Bank Center Service Manager –

• Assist senior management in leading sales and service on sales floor

• Managed from the lobby to touch every customer while meeting their needs

• Coached and motivated a team of over twenty, to ensure proper execution of bank behaviors

• Supervised tellers for “balance accuracy” and “controllable loses”

• Direct, controlled, and administered the operations of the branch

• Manage staffing, performance appraisals, career paths and terminations

• Resolved customer inquiries and complaints, while focusing on retention tools

• Controlled security procedures and audit control through training and staff meetings

Jahaira L Patterson

1711 Lorelei Dr Fort Washington MD 20744 571-***-****

Provident Bank, Alexandria, VA 01/04 – 04/05

Customer Service Manager –

• Managed and motivated a team of tellers and sales representatives to reach monthly sales

goals

• Produced the monthly schedule for the branch

• Processed loans and open accounts to meet monthly sales goals

• Cross-sell to enhance and secure customer relationships

• Monitored cost center negative accounts daily, contact customers to recover funds to prevent

losses

• Ordered currency for the branch on a weekly basis and verify shipment upon

• Monitored differences to avoid losses by performing surprise monthly teller audits

• Provided excellent customer service by using effective judgment and communication skills

EDUCATION/CERTIFICATIONS

• Herndon High School, Herndon VA, High School Diploma

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