Customer Service Project Manager

Kevin Godbold

WFO Project Manager/Analyst - CONEXIS

Roanoke, TX

**.*******@*****.*** - 214-***-****

WORK EXPERIENCE

WFO Project Manager/Analyst

CONEXIS - Irving, TX - July 2008 to Present

As a WFO Project Manager/Analyst my responsibilities included:

- Monitoring live and post-record calls and trend analyst to support participant advocacy. Monitor call

queues to ensure we are meeting Service Level Agreements. Assist Managers and Supervisors with any

inquiries. Proactively manage escalations, and issues with call center management in regards to phone rep.

performance.

- Forecast daily, weekly, monthly and future required staffing levels by projecting call volumes, call duration,

and required staffing levels using current trends and historical data. Ensure forecasting is prepared utilizing

forecasting/scheduling software. Provide standardized reports for management review such as: daily/weekly/

monthly call volume forecasting and staffing required, ACD data for call flow and staffing, daily/monthly

attendance/absenteeism, etc., ensuring that all reports originating from the department are accurate and

reliable. Manage the day-to-day business of handling call traffic utilizing real-time reports. Run and analyze

reports with the result of making recommendations for adjusting staffing levels to meet productivity and budget

goals. Administer the process of shift changes. Coordinate the process of maintaining accurate headcount

numbers by scheduling group.

- Technical support for call center systems and software.

- Other miscellaneous duties assigned

CONEXIS Client Services Account Manager

As an Account Manager my responsibilities included:

- Maintaining excellent standards of customer service while receiving calls, emails and other inquiries from

COBRA Clients, answering questions pertaining to their respective accounts on each with attention to detail

and accuracy. Processing Annual enrollment for multiple groups with accuracy while meeting time-sensitive

deadlines.

ANTHEM LOCAL COBRA Implementation Rep

As an Implementation Rep my responsibilities included:

- Leading the implementation process for all new business as it is received. Effectively establish and

develop successful client relationships while coordinating the success of all implementation projects. Assist in

developing and contributing to the proposal/RFP process with sales/marketing if needed. Lead the process to

assure the transition from implementation to "go live" is a smooth transition without outstanding issues.

ANTHEM Participant Services Rep

As an ANTHEM Participant Services Rep my responsibilities included:

- Maintaining excellent standards of customer service while receiving calls from FSA and COBRA participants,

answering questions pertaining to their respective accounts on each with attention to detail and accuracy.

Conduct callbacks to participants for CXA callbacks team, A.R.T. (Anthem response team)

Outside Marketing Representative

SAM'S CLUB - Lenexa, KS - April 2007 to June 2008

As an Outside Marketing Rep my responsibilities included:

- Traveling business to business to generate club membership sales to potential customers. Made phone calls

to set up seminars to explain benefits of memberships. Assisted the membership desk as time permitted.

ADDITIONAL INFORMATION

Skills

- Strong organization and planning skills

- Quick learner with a willingness and desire for more knowledge

- Excellent verbal and written communication skills

- Strong interpersonal skills

- Proficient in PowerPoint, Excel, and Word

- 50 WPM typing

- Excellent management and leadership skills

- Ability to work well independently and as a team

o Communication Skills (Northlake College Cert.)

o Organization & Planning course completion

o Email/Meeting Protocols course completion

o Standard Operating Procedures [SOP(s)] course completion

o Six Sigma - White Belt

- Member of the COBRA premium rate renewal team

- Point person for the Automated Rate Renewals process.

- Average of 3.8 (Exceeds Expectations) [5 point scale] on annual and Semi-Annual Reviews

- 98-100% average call monitoring and case documentation scores

- Top 5 in daily, weekly, and monthly call stats

- Subject matter expert for several key client groups

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