Customer Service Sales

RHONDA L HAM

***** ****** ****, *****, ** *****, 214-***-**** ***********@**.**.***

Professional Summary

Highly motivated manager with a solid track record of successfully driving

increased levels in transactional efficiency, team productivity, and

customer satisfaction. Over 14 years in leadership roles with a

consistent record of exceeding goals. Recognized for ability to establish,

revitalize and optimize services, organizational structures, processes and

workflows to increase production, reduce costs, and achieve operational

excellence.

Core Competencies

Call Center Customer Service Technical Support

Project Management Scheduling Service Level

Agreements

Budgeting & Metrics Hiring, Training & Development Cross

Functional Teams

Professional Experience

Director of Operations (Contract Position), HR Benefits, Dallas, TX

2010-Present

Responsibilities: Manage staff of insurance broker's office through

acquisition transition to ensure success for the new team.

Key Accomplishments & Projects:

. Created employee handbook with job descriptions.

. Created, documented, and implemented protocols and procedures for

operations team.

. Created and implemented marketing plan.

Director of Client Experience, Benefit Harbor, Dallas, TX

2009-2010

Responsibilities: Managed all aspects of post sales experience for Clients

including Call Center, Customer Service and Technical Support, as well as

Implementation of new clients and Renewals for existing clients which

included: Collecting and Reviewing File Specifications, Mapping Files,

Documenting Plan Options and Processes, Auditing as well as Distributing

Files, for an organization offering a web based benefits administration

system.

Key Accomplishments & Projects:

. Built new Client Service teams in Dallas, Philadelphia, and Los

Angeles that included Account Executives, Benefits Administrators,

Data Analysts, Systems Administrators and Developers, by creating,

documenting, and implementing new processes and workflows.

. Created training program for call center enrollers that increased

customer satisfaction and voluntary sales.

. Acted as Account Executive for Team West, managing 19 national

accounts. Negotiated renewal of 100% of Team West clients for 2010.

Director of Service Operations, BenefitMall, Dallas, TX

2000-2008

Responsibilities: Managed all aspects of the Call Center, Customer Service,

Website Technical Support, Sales Proposal Preparation, Underwriting, Data

Entry and Sales Support for the largest General Agency in the United

States, specializing in group health insurance and financial products.

Key Accomplishments & Projects:

. Launched new national Customer Service Call Center (inbound calls,

outbound calls, email and fax) by creating, documenting, and

implementing processes, workflows, and strategies; hiring, training,

monitoring and coaching staff, and implementing systems (ACD, IVR and

CRM) to meet/exceed call center performance expectations insuring

excellent service to both internal and external customers as well as

business partners, resolving issues like insurance claims, broker

commissions and benefits questions.

. Launched new Website Technical Support Call Center by creating,

documenting, and implementing protocols and procedures, hiring,

coaching, monitoring, and training staff, and implementing systems to

ensure excellent Website Technical Support. In addition, the team

provided testing support to the IT department as well as assistance

with tracking and fixing bugs in the system.

. Reengineered the Underwriting team to increase production and quality:

improved individual production from an average 162 applications per

analyst per month to 501; lowered case withdrawal rate from 38% to 7%

over the course of 3 years. Created auditing process that resulted in

increased accuracy.

. Reorganized Sales Proposal Preparation to meet Service Level

Agreements for the first time in 4 years.

. Maintained the lowest staff attrition rate in the company for 8 years.

Director of Customer and Provider Services, New Benefits, Inc., Dallas, TX

1996-2000

Responsibilities: Managed all aspects of Customer and Provider Services for

a National PPO Organization providing benefits to over 6 million members.

Key Accomplishments & Projects:

. Created and implemented Service Level Agreements to increase customer

satisfaction in the call center by 24%.

. Spearheaded the development of an outbound telemarketing sales team

which resulted in increased revenue.

. Increased the size of the Provider Panel from 1,400 non credentialed

providers to over 10,000 credentialed providers nationwide.

Education

Aveta Business Solutions: Six Sigma Certification-Green Belt

American Management Association: Customer Service Excellence, Managing

Sales Teams

El Paso Community College: A.A. Communications

Computer Skills

Microsoft: Word, Excel, Power Point, Outlook, Visio, Project

Benefit Point

Allstate Administration

Benefit Harbor Administration

Common Census Administration

Sales Force

Net Results Tracker (Problem Tracker)

Chart Mover

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