20 year experience call center professional
Resume:
Jenjer, Sawyer
Florida, Jacksonville 32257
Mobile: 904-***-****
Email:********@*****.***
Country of citizenship:United States of America
Contact Current Employer: Yes
Objective:
Offering 20 years of experience with a proven track record for improving operation process efficiency and workflow, quality assurance, sales, performance goals, and metrics, expert relationship retention skills to ensure a long term project manager position that will allow my expertise, numbers driven, remarkable influence, and extreme passion to be utilized and challenged.
Work Experience Insight Global/GWS/Blue Cross Blue Shield/Medicare 245 Riverside Ave Suite 200
Jacksonville, FL 32257
08/18-Current
40 hrs/wk
Contractor Information Technology Security Specialist Improve process efficiency and workflow for three applications by implementing productivity initiatives and proactively identifying and resolving problems for in-house employees and governmental clients. Gathered and analyzed facts, drew conclusions, and recommend solutions for procedures and system interactions. Conducted in-depth product and issue resolution research to address client's escalated technical concerns. Provide solutions to operation issues for in-house users of Windows 7 and 10, and two government websites (Medicare's SPOT and EIDM's Portal.cms.gov) Created support documentation that empowers and enables user community to extend skills, leverage system features and find resolutions to questions without intervention from support team. Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed as end user tester/. Work with Sr Manager IT Security to resolve low to high risk technical issues to improve operations and the needs of the clients.
Contact Supervisor: Yes
Supervisor's Name: Kurt, Furhman
Supervisor's Phone: 904-***-****
Trex/GDIT/ Maximus/Dept Of Education
1 Imenson Blvd
Jacksonville FL 32218
01/17-10/17
40 hrs/wk
Contractor Dept of Education Supervisor
Executed Monthly Performance Plans and worked with Project Manager to identify production gaps and offer improvement opportunities. Prepared reports and analyzing data to assist upper management. Utilize all resources to effectively make adjustments as needed to ensure the continuation of production. Resolved Service Level Agreement deadline issues in a timely manner. Coordinated call calibrations with internal and external BPO partners and conducted formal briefings and presentations in a clear and concise manner. Coordinated individual performance duties after careful evaluation of agent skill level and knowledge, which increased productivity by 10%. Updated the operations team on all issues and problems in a timely manner, and submitted request tickets. Completed investigation on reported incidents and use some interview techniques to solicit facts.
Contact Supervisor: Yes
Supervisor's Name: James Marsden
Supervisor's Phone: 240-***-****
US Auto Credit
8375 Dix Ellis Trail Suite 500
Jacksonville FL 32256
12/14-12/16
40 hrs/wk
Account Manager Mentor/Trainer
Assigned 1-5 account managers and/or new hires to develop job action plans and goals resulting in stronger staff development and increased productivity. Eliminated process gaps by implementing new methods of standardized training. Maintained accurate and complete performance level statistics and reports. Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness. Planned and delivered account management training to an average of 50 account managers per week. Trained agents on Customer Service Call flow, an effective ear for call triggers, de escalation skills, sales tactics, and phone etiquette. Account Manager job duties prior to Mentor promotion: Overseen $3.3 Million portfolio, accountable for 100+ accounts, assessed customer needs, exercise advance negotiating skills, and confirm new agreement terms resulting in decreased delinquency from 23.60% to 15.63%. Contact Supervisor: Yes
Supervisor's Name: Elaina Deal
Supervisor's Phone: 574-***-****
Convergys
8000 Baymeadows Way
Jacksonville FL 32256
09/11-10/12
40 hrs/wk
Quality Assurance Crift Coach- Position Creator
Increased call quality by 15% by ensuring all operation agents complied with company policies, procedures, applicable laws, and exceeded company quality assurance expectations. Participated in the design of call monitoring formats and quality standards. Performed call monitoring and provided trend data to site management team. Used quality monitoring data management system to compile and track performance at team and individual level. Attended client listening programs to identify customer needs and expectations. Provided actionable data to various internal support groups as needed Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance. Trained agents on Customer Service Call flow, an effective ear for call triggers, de escalation skills, sales tactics, and phone etiquette. Use wide range of automation systems and databases to research and obtain up-to-date information, initiate and track work assignments, generate reports to Project Manager.
Liberty Tax
5912 C Beach Blvd
Jacksonville FL 32207
01/10-04/12
30 hrs/wk
Promotion to Office Manager- Tax Preparer
Oversee 6-10 employees, ensure policies and procedures are followed, delegate duties, ensure the safety of lock deposit box and receipt book. Reviewed and approved all employee returns prior to submission. Maintained adherence to quality standards, deadlines, and procedures. Monitored funding. Performed reviews and prepared evaluations. Ensured open/close procedures were followed daily. Recommend shortage resolutions. Recommended shortage resolutions. Computed and explained to clients taxes owed or overpaid, following tax form instructions and tax tables. Prepared simple to complex tax returns for individuals or small businesses. Used all appropriate adjustments, deductions, and credits to keep clients' taxes to a minimum. Interviewed clients to obtain additional information on taxable income and deductible expenses and allowances. Reviewed financial records such as income statements and documentation of expenditures to determine forms needed to prepare tax returns. Equipped taxpayers with sufficient information and advice to ensure correct tax form completion. Calculated form preparation fees according to return complexity and processing time required.
Education Wilmington College
New Castle, Delaware
Bachelor's Degree-05/04
Major: Computer Science
Wilmington College
New Castle, Delaware
Associate’s Degree- 05/00
Major: Internet Networking
References Shamar Walcott
Liberty Tax
Owner
James Marsden
Trex
Consultant
Information Typing Speed: 50-60 words per minute
Contact this candidate