Customer Service Manager

GENE DIAZ

**** ****** *** **************@*****.***

Edina, MN. 55436 952-***-****

EXECUTIVE SUMMARY

A result oriented operations individual offering more than 15 years of customer service expertise. A dynamic and creative leader with a proven track record in rapidly changing environments. Recognized for coaching and developing people. Fluent in Spanish and English.

EXPERTISE

•Strategic Planning & Implementation

•Organization Development

•Culture & Change Management

•Customer Centric Call Center Design

•Innovation & Creativity

•Call Center Setup

•Performance Management

•Communication

•Coaching and Mentoring

•Team building

•Negotiating skills

PROFESSIONAL EXPERIENCE

Sodexo Minneapolis, MN. 07-17 to 05-18 Call Center Manager Nutrition Services

Managed a call Center team of Diet Techs and Diet Operators that handle all the Nutrition Diets orders for the 5 major Allina Hospitals.

●Responsible for the Nutrition Call Center 30-45 nutritionist

●Handle all diet orders that are called in from the 5 Major hospitals in Allina

●Oversee the Call Center of Diet Techs as well as Diet Operators that are placing 2200 daily Meal orders

●Provide coaching and mentoring for operators from a productivity and quality standpoint

●Established and revised productivity goals and metrics # of calls per day Handle times.

●Ensure all Diet restrictions and guidelines are applied to the patient's Diet Order

●Resolve escalated calls

Voya Financial. Minneapolis, MN. 11-2014 to 5-20-2016

Customer Service Delivery Manager/Director

Managed the Employee Benefits and Claims call center area.

•Responsible for the Employee Benefits area with onshore as well as offshore teams.

•Oversaw the death claim benefits call center area. 75 Reps

•Provided coaching and mentoring to my Supervisors.

•Coordinated launching numerous products and projects including integration of new products and systems.

•Resolved systemic issues within the department by using the CI method for process improvements

•Maintained and ensured support for the offshore team as well as other departments.

•Provided coordination and guidance on projects that required management oversight.

•Conducted process confirmations ensuring standard process were being completed.

•Responsible for the budget of the department.

•Supported the strategic plans of department by managing operational needs and ensuring goals are met.

•Increased associate quality scores from 87% to 95% in a three month timeframe.

•Reduced call handle times resulting in higher productivity and a 30% reduction in expense.

•Conducted daily team huddles and weekly huddles.

•Hired and disciplined.

Wells Fargo Insurance. Minneapolis, MN. 2-2011 to 11-2014

Supervisor Bilingual Sales

Supervising a bilingual sales insurance agent call center team servicing Wells Fargo clients nationwide

•Responsible for the day to day operations of a team of Bilingual Sales Insurance agents. 15 reps

•Oversaw budgets for the team.

•Provided coaching and mentoring for sales agents from a productivity standpoint (sales)

•Established and revised productivity goals and metrics for the Bilingual Sales team.

•Responsible for the administration of several skill sets including the English sales queue.

•Worked closely to provide support with adjoining departments to create uniform processes and workflows.

•Responsible for reviewing and implementing all department metrics and goals.

•Managed the operational needs and supported the strategic plans of the Insurance call center ensuring plans and initiatives were executed and well documented.

•Disciplined and hired as well as conducted agent reviews.

Unitedhealth Group. Minnetonka, MN. 3-30-07 to 9-5-09

Call Center Manager - Pharmacy Operations

Major responsibilities included: Facilitating the strategic and operational planning & performance of the call center from a customer service perspective and ensuring vendor needs were met from an operational standpoint.

•Revised the different process flows as it pertains to the department and the Vendor/Client initiatives.

•Supported strategic direction in managing the call center and customer service by following our internal service models.

•Provided leadership and direction to clients by focusing on service program support, and strategic goals service models.

•Responsible for the administration of several skill sets totaling over 800,000 calls per year for our customers.

•Implemented quality initiative to increase quality scores by 20%.75% to 95%.

•Reduced call handle times from 6:45 to 5:20 resulting in higher productivity and a 25% reduction in expense.

•Contributed in the integration of Rx solutions into Unitedhealth Group by executing the strategic integration plans.

•Worked closely with and provided support with Vendor (Medco) to ensure client needs were met from a pharmacy operations perspective. i.e. customer issues, escalated calls, information sharing,

•Managed and supervised the day to day operational needs and supported the strategic plans for the call center by ensuring these plans were executed and well documented.

EDUCATION

University of St. Thomas, Minneapolis, Minnesota - 12-2009

Bachelor of Arts Business Administration /Business Management

State of Minnesota

Insurance Agent License -Presently

United States Marine Corp Reserve - 1986-1990

Honorable Discharge

Prudential Learning Center Greenwich Connecticut

Managing Operations (5 day course) 1999

From Managing to Leading Others (5 day course) 2000

Foundations for Excellence (3 day strategic leadership course) 2001

ACTEL Certified Translator

PROFESSIONAL TRAINING & DEVELOPMENT

Call Center Networking Group (CCNG) COMMUNITY INVOLVEMENT & LEADERSHIP

Active member of Normandale Lutheran Church. Edina, MN. 1994

ESA, Edina Soccer Association Coach – 2004-2015

EBA, Edina Baseball and Basketball Association Coach - Presently

ADDITIONAL EXPERIENCE

CMS Call Center Management systems EWFM Blue Pumpkin Lucent Centre view Supervisor ●TCS Geotel ●Cisco ICM routing ●Clarify ● Epic Medical Records Systems ●Office 2000 ●PowerPoint ●MS Word ●Excel ● Lotus notes.

Gene Diaz ● 952-***-**** ● **************@*****.***

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