Highly qualified in customer service

D' W-W

**** ****** ****, **********, ** ***** 864-***-**** *********@*****.***

Highly ambitious supervisor with over fourteen years in a call center and customer service environment. Strong leadership skills in training and developing employees. Proven to successfully aim for consistency in process improvement, team performance and customer satisfaction. Microsoft Word

Outlook and PowerPoint

Benefits

attention to detail and organizational

Project management

Call center/customer service leadership

Employee communication

Excel

Payroll

Strong analytical

Interpersonal

Decision making

Problem solving

Quality management

Provider Service Supervisor, Current

Conduent – Charlotte, NC

Outsourcing company for Highmark BCBS

Supervised 15-20 provider service agents

Effectively managed team performane including reviews, coaching, attendance and discipline etc. Approved and make corrections to payroll via Kronos/ FEPS Assisted team members with questions and escalated calls Provided phone coverage as needed

Scheduled weekly coaching sessions, one on one sessions and team huddles with team members Reviewed and provided team members with metric results (AHT, hold time, number of calls, transfer calls, Quality and break/lunch adherence etc.)

Conducted silent monitors, side by sides and listen to recorded calls Set expectation of team and company's requirements Data entry consist of creating action plans, weekly coachings and disciplinary actions etc. Software: CSD, CMS, Hybrid, PeopleSoft, Nexidia, NICE and CMRMAIN etc. Performed other duties as needed

P S

S

W H

Coach (Supervisor)

SITEL – Spartanburg, SC

Supervised 15 or more sale agents

Conducted staff meeting, one on one meetings, huddles and team meetings Coached and develop agents

Completed quality monitors, SKEP's and audits

Monitored inbound/outbound calls to ensure consistent achievements of key performance metrics

(AHT/Hold time/Adherence/Quality)

Implemented new hire and refresher course training Handled escalated calls or complaints

Maintained agent's daily attendance, payroll and handled disciplinary process etc. Data entry/create reports

Software: Microsoft Word/PowerPoint/Excel, CRM, Kronos and NICE etc. Performed other duties as needed

Bankruptcy Analyst

American Credit Acceptance – Spartanburg, SC

Serviced auto loans

Updated account with new bankruptcy case

Handled most complex court documents and files proof of claims Followed up with courts and lawyers etc. for case compliance Determined plan liability and recommend appropriate actions Created letters requesting supporting or additional documents Copied, logged and scanned supporting documentation. Systems used (Pacer/Accurint/Shaw)

Quality Assurance Analyst:

Team lead

Monitored servicing and collections departments inbound/outbound calls Conducted new hire and introduction to Quality training Facilitated Quality sessions, conduct one on one session and team meetings Assigned the Quality Analysts their team assignment each month AQM administrator (create templates/ update profiles) Traveled as needed

Key accomplishment: Implemented new guidelines for new hires and Quality department. Performed other duties as needed

Associate Customer Communication Specialist

Coventry Healthcare – Gastonia, NC

Handled the Rural Carrier Benefit plan for members and providers Responded to routine inquiries and resolve concerns via inbound calls, written correspondence and/or fax Made outbound telephone calls to obtain additional information and documentation etc. Provided eligibility, benefits, claim status, authorization and coordination of benefits status Maintained production and phone quality standard

Investigated, analyzed and resolved outstanding issue using (CEI-COB/ IDX/Bloodhound/MCPS/CPD

/Workflow softwares)

Handled Caremark overrides for prescriptions

Data entry via Navigator

Performed other duties as needed

Quality Assurance Specialist Il

Amerigroup Inc – Virginia Beach, VA

Monitored and evaluated inbound/outbound calls based on Quality program guidelines, Medicaid, Medicare and HIPAA regulations.

Audited/supervised member and provider service representatives Conducted one-on-one coaching and on job training

Created spreadsheets (monthly schedule, assignments stats, forecasting/scheduling and weekly accomplishment report etc.)

Data Entry

Software: FACETS, Witness and Amisys Computer software's-Macess, ART (Amerigroup intranet), Critix, Microsoft windows, Excel, PowerPoint, eHDL, PeopleSoft, Java and Adobe etc. Performed other duties as needed

Medical Assistant, 2002

Cooper Career Institute - Virginia Beach, VA

Office Technology, 1998

Nassau Community College - Garden City, NY

Awards: Completion of Leadership workshop and Basics of Coaching & Training workshop E

A I

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