Afton Germany

Email: abob9v@r.postjobfree.com

Cell 909-***-****

Qualifications

Dedicated professional with 9 years of experience in call center service settings; 5 1/2 years

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within call center management and lead roles for both healthcare and telecommunications

Handle Recruiting,employee relations, budgeting, New hires and EEOC

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Proven success managing teams of 19+ agents; perform evaluations, monitoring, coaching,

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mentoring and training to ensure department success

Consistently achieve record high customer satisfaction rankings

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Respected employee and leader of customer focused teams; instill a shared, enthusiastic

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commitment to customer service as a key driver of company goal attainment

Lead by example and ensure execution of all safety, security, quality and operations policies

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Areas of expertise include: Customer Service Management, Complaint Handling and Resolution,

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Customer Service Representative Customer Satisfaction Enhancement, Call center supervision,

Sales/Margin Improvement, Teambuilding and Training

Professional Experience

03/08 Present Universal Healthcare Ridgeland, MS

Member Service Team Manager (09/10 Present)

• Directly manage a team of 49 Member Service Representatives within a customer service call

center department.

• Each agent receives an average of 325 calls from Medicare and Medicaid recipients about

benefits questions, primary care physician assignment, authorizations, and calls from providers

as well.

• Communicate effectively with all levels both internally and externally.

• Promote the image of the company in a professional and positive manner.

• Provide supervision, guidance, coaching, recognition, motivation and training to department

personnel.

• Agents have adherences to meet weekly; must meet quality, responsiveness with customers,

addressing all concerns, ensuring they are doing the best to assist. They have average handling

times (no more than 10 minutes), rap times (no more than 30 seconds) and average hold times

(no more than 1 minute) to adhere to.

• Perform 5 quality calls per month per agent to evaluate quality and performance.

• As needed implement disciplinary action to include verbal warnings, documented coaching

warnings both first and final prior to termination.

• Participate in marketing campaigns and product launches.

• Attain sales, quality control and customer service goals.

Claims Adjuster Team lead (03/09 – 09/10)

• Handle health claims from Medicare and Medicaid recipients Life and as well as some property

claims.

Member Services Representative (03/08 – 03/09)

Receive and processes calls from customers and serve as the end to end point of contact to

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provide impeccable service.

Analyzed and resolved issues to ensure customer satisfaction with all aspects of services

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rendered

10/03 – 03/08 AT&T Ridgeland, MS

Team Lead Tech Support, (9/07 03/08)

Customer Service Representative, (10/03 9/07)

• Worked on CDL which was for cell phone and laptop connections. Assisted with connection

issues, system issues, data plan overage blocks or customer computer issues that have built in

wireless modems. Software and hardware troubleshooting.

• Promoted to a Customer Service Lead for tech support responsible for assisting with the training

and recruiting process for 25+ tech support agents.

• Assisted with their quality control when assisting customers. Trained them on how to use a proper

call flow chart to ensure customer issue resolution.

• Monitored calls for quality and training purposes.

Fostered a “can do” attitude which helped the tone with the customers and increased our call

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center quality level delivering top performances.

Won "Service Excellence Award" for Quality and par metrics.

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Reduced staff turnover by 15% in 2008, benchmarking a record setting improvement in staff

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retention due to the success of employee development and morale building programs.

Continual actions in satisfying the customers need.

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Served on special taskforce charged with improving customers mobile devices and laptop

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connect cards.

Exemplified the second to none customer service delivery for which AT&T is nationally renowned

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in all interactions with customers.

01/01 – 07/04 Eckerd's Pharmacy Ridgeland, MS

Shift Supervisor, (1/03 07/04)

Counter Clerk, Cashier, (01/01 1/03)

• Advanced to increasingly responsible positions, culminating in management role with oversight for

a full service Pharmacy.

• Directed 18 employees and managed P&L, sales, inventory, merchandising and cost controls.

• Maintained high standards in sanitation and safety and complied with regulatory guidelines.

• Transformed operation that was posting annual losses to achieve profits within one year.

• Met or exceeded all sales targets despite increased competition.

• Introduced training programs that enhanced employee performance and helped build a motivated

workforce.

Education and Training

08/01 – 08/06 Jackson State University Jackson, MS

Earned 135 credits; concentration in Biology

Training: Completed numerous courses and labs in biology

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