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

Apt ***

Summerville SC *****

843-***-****

abhwsw@r.postjobfree.com

Antoinette Parnell

Qualifications

Over fifteen years of extensive customer experience in marketing, promoting

and retaining products. Highly skilled listener and communicator. Able to

assess customer needs and convey information with clarity and enthusiasm.

Excellent written,verbal and presentational skills. Detail oriented and

organized.

Experience

2006-Present

Select Health of South Carolina

Supervisor, Member Services

. Supervises the daily operations of the Member Services call center

writing annual reviews, addressing performance problems, monitoring

attendance calendars and shift starting/ending, lunch and break times

to ensure optimal coverage.

. Responsible for interviewing, selecting staff, coaching and guiding

professional development of new and existing staff assuring staff is

informed and properly oriented on organization policies and

procedures.

. Generates routine reports (daily, weekly, monthly) to track call

volume, agent attendance, daily call interval and other issues and ad

hoc reports measuring compliance on all quality assurance service

standards generating and regularly reviewing phone statistics and

staff communication reports with manager and other appropriate staff.

. Manages call center agent split skill assignments with queue lines to

ensure appropriate staffing levels.

. Communicates and implements all new/revised call center service

standards and phone procedures as required.

. Monitors inbound and outbound calls from customers for content,

accuracy and conformity to appropriate policies and conducts random

monthly quality audits on call center staff, implements and monitors

effectiveness of call center systems downtime procedure and

handles/resolves escalated calls.

. Supports training identifying and providing feedback on training

requirements as necessary.

. Studies and standardizes procedures to improve efficiency of staff,

determines work procedures and prepares work schedules to workflow.

. Coordinates installation of hardware and software, as well as

implementation of procedural changes.

. Oversees call center queue lines to ensure appropriate staffing

levels are maintained.

. Coordinates outbound programs including call assignments, schedules,

tracking and reporting.

. Works with Member Services Manager to analyze training needs

necessary to meet job function requirements, assists in identifying

and assessing individual staff training needs, evaluates staff

workflow/training performance, ensures training of call center staff

on new plan programs and co-facilitates quarterly training.

. Provides guidance to staff in resolving difficult or sensitive issues

with members and/or providers. Displays a thorough knowledge of

Select Health's policies and procedures. Follows call through to

resolution.

. Supports Fraud and Abuse programs system oversight and communicates

any suspected fraud discovered by call center staff to manager.

. Maintains productivity and quality standards and meets monthly with

staff to discuss individual results in relation to established

performance standards.

. Creates and supports an environment which fosters teamwork,

cooperation, respect and diversity.

. Establishes and maintains positive communication and professional

demeanor with Select Health employees and customers at all times.

. Demonstrates and supports commitment to corporate goals and

objectives. Performs all other related duties and projects as

assigned and attends required training as needed.

2005-2006

Verizon Wireless

Customer Care Representative

. Consult with customers to review bill charges.

. Answer inquiries about products and services.

. Recommend and add additional products and services.

. Educate customer on the operation of wireless phones.

. Provide troubleshooting skills for equipment.

2000-2005

Bellsouth Telecommunications

Sales Associate

. Consult with customers to recommend and sell a variety of

telecommunications products and services to meet customer's needs.

. Meet or exceed sales objectives and customer care commitments.

. Foster good customer relationships and enhance the buying experience.

. Negotiate service order requests, input orders via online system

installation, removal or changes of telephone services.

. Expertly handle billing inquiries, product and service inquiries and

complaints related to Bellsouth entities or other companies.

. Keep accurate records of customer contacts.

1992-1999

NABI Biomedical

Assistant Manager

. Served in all departments of center: phlebotomy, donor floor, medical

reception, plasma processing, specialty product coordinator.

. Management support to the Biomedical Center Manager.

. Responsible for overseeing center operations and staff.

. Prepare and report weekly product shipments;

. ensure compliance with Standard Operation Procedures and Code of

Federal Regulations. Perform daily control checks;

. Formulate and implement creative ideas to motivate employees and

enlarge customer base.

1990-2002

United States Air Force/315th AES

Aeromedical Evacuation Technician

. Extensive knowledge and practical experience in emergency medical

care, including evacuation of injured service personnel.

. Certification in Cardiopulmonary Resuscitation and basic medical care.

1989-1990

Walterboro High School

Remedial English Tutor

. Taught junior and senior high school students remedial English.

. Tutored students one on one and in group sessions.

. Developed and implemented study plans for teaching necessary skills

for successful completion of basic aptitude proficiency tests.

Education

. Charleston, SC 1992 College of Charleston Bachelor of Arts English

References Available Upon Request

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