Customer Service Sales

****************@***.*** 832-***-****

Juanita Thelisma

Education

Pace University – White Plains, NY Graduated: 5/2005

Bachelor of Science: Professional Studies (Broadcast Journalism/English)

Area of Expertise

Manage Call Center Metrics Prepare and Manage Department Budget Managing Call Center Staff

Manage Billing Revenue 85MM Create KPI’s, Training Manuals, Sales Scripts Prepare Monthly

Ops Reviews

Manage Commission Payouts Analyze Dept. & Co. Customer Churn Data Teambuilding & Incentives

Professional Experience

United Health Care, Houston, TX 12/12 – Present

Supervisor, Clinical Support & Notification

Manage 18 – 24 Houston, San Antonio, Arizona and Work At Home Coordinators to meet department goals

Manage Service Levels for 3 Medicaid State Plans

Handle escalated request from Providers, Facilities and Physicians on patient needs and services

Manage Quality Assurance by conducting remote and side by side monitoring

Provide performance reviews bi weekly, monthly, and yearly for merit and bonus payouts

Coach and develop Coordinators on policies, processes and procedures

Provide ongoing and refresher training on policy, plan changes and services

Review and approve bi weekly timesheets for payroll

Manage employees Paid Time Off, Attendance and Performance including Disciplinary Action Plans

Implement employee engagement activities such as the publication of bi weekly newsletter “Same Page”

highlighting plan and policy updates, refresher aids, and links, articles on health, and employee spotlight

Manage Team Spot Awards Program & Budget including team and center contest

Manage Special Projects as assigned; “Tasking Accuracy Campaign” Coordinate and document UHC’s

“Volunteer Campaign” for Sr. Management and Call Center twice a year as part of UHC’ Community

Involvement Initiative

Champion Energy, Houston, TX 05/12 – 08/12

Billing Supervisor – Temp Contractor

Supervise a team of Billing Analyst to bill 6 states with over 2MM customers timely and accurately

Responsible for billing over 85MM per month in revenue

Collaborate with 3rd party billing vendors on tracking billing errors, accuracy rate and system issues

Review Vendor monthly invoice for accuracy and payment approval

Provide daily status reports on billing dollars, billing exceptions, backlogs and daily billing issues

Provided weekly report on department issues and monthly billing goals

Monitor billing exception reports, billing invoice runs,(print/ebills) to ensure automated bills generated daily

(includes nightly and weekend billing runs)

Perform billing audits for major commercial and residential customers

Collaborate with Customer Service on known billing issues; Sales Dept. on product launch & promotions; and

with Contracts on inaccurate contract rate via billing contracts audits

Conduct new hire and internal interviews

Spark Energy, Houston, TX 08/10 – 03/12

Call Center Manager, Retention

Responsibilities: Developing, executing, and reporting on all inbound/outbound call center Retention efforts.

Manage day to day call center metrics including; Service Level, Abandon Rate, ACW, Average Talk & Hold Times,

Quality, Productivity and Schedule Adherence. Drive strategic direction on retention programs, including

saves/win backs/renewals. Manage Department Budget, Commissions, Training, Quality and Incentives Programs.

Assess queues, schedules and training to ensure optimal management of retention representative performance

and call center metrics

Develop regulatory scripts, rebuttals and sales training so that reps are prepared to handle customer saves,

renewals and win backs across multiple markets

Monitor calls for quality coaching and development to provide timely feedback sessions to agents

Manage team performance through monthly/yearly performance reviews

Conduct merit increases and bonus payouts

Build and develop market specific retention offers; working closely with pricing portfolio and strategy team to

meet margin targets

Analyze and report on team’s performance and churn data making recommendations for improvement

Compose yearly budget, salary analysis, department job descriptions, interview guides, and attendance policy

Collaborate with Legal, Marketing, and Pricing to ensure department operated within PUC Compliance for

Call Center Operations, Inbound/Outbound Telemarketing Campaigns, and Billing & Transactions

Manage Department Support Staff: Dept. Sup, Lead, Trainer, Coordinator, Billing & Workforce Analyst

Provide recommendations on the direction of retention lifecycle campaigns

Manage inbound/outbound efforts including identifying target markets, campaigns and staffing analysis

Conduct new hire and internal interviews

Cora’s Loving Memories, Katy, TX 06/09 08/10

Owner, Catalog & Custom Invitation Consultant: Home Internet Business

Review and approve invitation orders that generated via internet

Manage vendor accounts and products

Manage customer leads that generated from scheduled appointments, walk ins, emails, phone calls and

internet inquires

Provide consultation and assist with client invitation selection and orders

Manage company finances on all PayPal transactions bank deposits, and quarterly taxes

Manage marketing campaigns via print ads, internet ads, and monthly mailers

Verizon Wireless, Houston, TX 03/98 06/09

Supervisor, Customer Service / Supervisor, Customer Retention

Manage 23 Customer Service and Retention Reps to meet department KPI’s and adhere to policies

Coach and develop Sr. Consultants on retaining customers through effective retention techniques, quality

monitoring, side by side, action plans, corrective actions, and ongoing training

Develop department saves & cancellation reports, trend analysis and save audit reports

Maintain attendance, vacation, compliance reports and daily agent activities

Provide written evaluations monthly/quarterly/yearly

Conduct new hire and internal departmental interviews

Create offline procedures for cancellations via correspondence

Prepare Ops Reviews, manage Special Projects such as Mentor Program/Supervisor Guide, Repeat Caller

Manage Retention Department Incentives Budget

Handle Supervisor Escalations through effective customer negotiations

Manage Call Center Service Level, Abandon Rate, Hold and Average Handle Time

Monitor Quality calls via side by side and remote monitoring for coaching and development of agents

Manage attendance and time off request

References

Furnished upon request

Contact this candidate