Erin K. Sweazey

**** ****** *******

San Antonio, TX 78254

210-***-****

acfimb@r.postjobfree.com

Professional Profile

Enthusiastic, professional and responsible person with proven peer

leadership abilities. I believe in working as a team and possess the

ability to adapt to any enterprise's environment. Dedicated to ensuring a

high level of customer service with an aptitude for building rapport with a

diverse range of people. Positive and keen to succeed, I pick up skills

quickly and apply them successfully, through both the use of initiative and

the ability to comprehend instructions. Seeking a challenging position

with opportunity for growth and advancement.

Related Experience

Customer Service/Sales/Retention

Medicare and Medicare Advantage, training, leadership and assist with call

volume as needed

Provide World Class customer service via telephone and online support

engines

Respond to and resolve highly escalated customer satisfaction issues on

behalf of executive office

Respond to internal organizations regarding the resolution of Medicare Part

D Grievances

Participate in quality assurance audits with internal customers and

regulatory agencies

Increase overall retention customers through enrollment in auto pay

Design and implement improved reporting and tracking for service related

issues

Identify and implement successful campaigns for customer retention through

outbound dialing campaigns, surveys and direct mail

Create and execute online subscriber survey

Manage bill inserts process; assist in creative process, attain advertiser

participation, coordinate shipping of materials, manage premium and

promotions calendar

Sales Support Operations

Conduct meetings with resellers and end-users; onsite and out-of-town

Attend and assist in facilitation of regional sales meetings

Participate in and lead cross-functional meetings on a weekly basis

Deliver order management / non-bookable order performance reporting

Maintain relationships with department managers to ensure efficient

processing of orders

Leadership

Hire, train and supervise exempt and non-exempt employees

Lead teams of 25+ agents during Annual Enrollment Period/Welcome Season

Provide leadership in coaching, mentoring and counseling

Perform annual employee performance reviews, coaching, mentoring and

counseling

Prepare team / departmental performance reports; attendance, payroll /

commission, employee performance, service exception and call statistics

Identify and implement new performance standards

Setup call center operations within a 3rd party customer support center;

responsible for recruiting, developing and coaching contract employees

Contribute to annual salary and business planning

Organization / Coordination

Lead Medicare D training, cross-training commercial representatives

Coordinate development of training material updates

Provide support to workforce management team

Contribute to significant changes in operational guidelines:

- building consistency in performance management

- reorganization of resources

- implementation of escalation path

- employee recognition

- revision of call handling processes, scripts

Employment History

CVS/Caremark - Customer Care Supervisor, Commercial and Medicare D; Member

Services Supervisor

December 2012 - August 2014

Coventry Health Care - Medicare Part D, Customer Support Operations

Supervisor

August 2011 - October 2012

Austin American-Statesman Newspaper, Austin, TX - Outbound Sales and

Retention Services Supervisor August 2005 - August 2011

Dynatech Turbine Services, San Antonio, TX - Customer Service Administrator

November 2004 - July 2005

Operator Service Company, San Antonio, TX - Call Center Operations Manager

April 2003 - November 2003

Apple Computer, Austin, TX - Sales Support Operations Supervisor

April 2000 - December 2002

Dell Computer, Round Rock, TX - Customer Service Supervisor

October 1996 - February 2000

Education

St. Edwards University, Austin, TX - Business Administration

Coursework completed

Contact this candidate