Customer Service Training
Resume:
Vicki A. Roemer
mrsvickiroemer@gmailcom
Career Highlights
Call Center Expert with 17 years of continuous Supervisory/Management/Operations/Training experience in all facets of customer service/sales contact centers.
Extensive background in implementation, maintenance, use and training of call monitoring software.
7year extensive background in Scheduling and ACD/PBX Coordination/Traffic
Management/training.
17 years experience in inbound/outbound multi-line phone system/queued
environment.
7 years full time experience in recruiting, behavioral interviewing and hiring process.
7 years training staff on collection strategies and handled escalated issues.
Extensive Insurance and Telecommunications background.
17 year's Administrative experience.
Extensive analysis of agent call patterns/trends to identify performance issues.
Experience
Present
Pennsylvania Independent Enrollment Broker Call Center
Call Center Supervisor
Sole supervision of a team of 10 inbound customer service agents and 10 data entry
Representatives.
Superior rapport with difficult customers/escalations.
Effectively coach team members in all phases of disciplinary actions.
Develop, administer and supervise performance improvement plans..
Call monitoring of all agents live and recorded and providing feedback and coaching.
Participation in management process improvement projects.
Develop and implement team incentives.
Monitor and effectively manage queue to exceed service level expectations and ASA.
10/2014 – 10/2015
Coventry/Aetna Healthcare
Service Center Trainer
Subject Matter Expert- CARE Team/Inbound contact center team.
Develops, implements, and delivers training programs for Group Administration employees regarding enrollment and accounts receivable processing, policy and procedural changes, or remedial training on topics identified through quality reviews.
Develops and administers training assessments, competency testing, and follow-up testing to determine effectiveness of training programs and to document employee profiles. Develops a training plan based on analysis of results. Drives proactive resolution of skill and competency deficiencies.
Serves as a coach and mentor to new service center training staff.
Develops and edits training documentation to support changes to policies, procedures, system enhancements, and provider contracting.
Partners with business and service leaders to manage staff development and support skill pathing by identifying gaps in skills and competencies. Develops training solutions and coordinates the delivery of appropriate training.
Shares supervisory responsibility for new hires during the initial training process.
Leads special training projects including the design, development, and delivery of identified training needs.
11/2013 – 10/2014.
Capital Blue Cross
Call Center Supervisor
Direct supervision of a team of 13 inbound customer service agents.
Co-Supervisor of 150+ seat call center.
Superior rapport with difficult customers/successfully handled VP level escalations.
Effectively coached team members in all phases of disciplinary actions.
Develop, administer and supervise performance improvement plans.
Travel and supervision of staff between 2 bi-county offices of Capital Blue Cross.
Call monitoring of all agents live and recorded and provided feedback and coaching.
Participation in management process improvement projects.
Develop and implement team incentives.
Monitor and effectively manage queue to exceed service level expectations.
4/2011 – 11/2013
Coventry Healthcare
Service Center Trainer
Develops, implements, and delivers training programs for Group Administration employees regarding enrollment and accounts receivable processing, policy and procedural changes, or remedial training on topics identified through quality reviews.
Develops and administers training assessments, competency testing, and follow-up testing to determine effectiveness of training programs and to document employee profiles. Develops a training plan based on analysis of results. Drives proactive resolution of skill and competency deficiencies.
Serves as a coach and mentor to new service center training staff.
Develops and edits training documentation to support changes to policies, procedures, system enhancements, and provider contracting.
Partners with business and service leaders to manage staff development and support skill pathing by identifying gaps in skills and competencies. Develops training solutions and coordinates the delivery of appropriate training.
Shares supervisory responsibility for new hires during the initial training process.
Leads special training projects including the design, development, and delivery of identified training needs.
2006-2009
Encompass Insurance
(Allstate Insurance Affiliate)
Licensed Senior Customer Insurance Professional
Licensed Property/Casualty Producer in 32 states by individual state’s Department of Insurance.
Service, sales and up selling of Encompass products via incoming call center telephone and web based inquiries.
Editor and Chief featured writer for the Encompass Company quarterly newsletter.
Selected Delegate in Allstate’s 3 day National Inclusion Conference held in Cleveland, OH.
11/2005 - 2/2006
Racing Collectibles Club of America
Call Center Assistant Manger
Supervisionofcustomerservices;marketing;andupsellingtoacustomerbase of over 70,000
Developed all processes and procedures for a 28 seat new call center.
Coordinated all Grand Opening Festivities and Media coverage.
Supervised a team of 20 customer service/sales agents.
Managed all operations for 28 seat call center.
Prepared monthly performance evaluations for a team of 20 agents.
Worked within budget to develop promotions and employee incentives.
Scheduler for all call center employees.
Interviewed, hired and developed all agents in preparation for launch of center.
Monitored all agents via live and recorded phone calls providing feedback and coaching.
10/2000 – 7/2004.
XO Communications
Call Center Supervisor
Direct supervision of a team of 15 customer services/sales agents.
Co-Supervisor of 120+ seat call center.
Superior rapport with difficult customers/successfully handled VP level escalations.
Effectively coached team members in all phases of disciplinary actions, developed, administered and supervised performance improvement plans.
Monitored all agents live and recorded and provided feedback and coaching.
Responsible for all planning of call center events, including Annual Customer Service Day, Recruitment Open Houses, Holiday and other special events.
Extensive Scheduling background using both self-developed excel programs in conjunction with call arrival patterns and eWFM software.
ACD Coordinator for all Aspect/Queue functions for 120 + center, partnering with 3 other sister call centers in the United States.
Acting recruiter for Wyomissing Call Center 9/2002-9/2004.
Aspect Phone System Trainer for entire call center.
Single Point Of Contact (SPOC) on the East Coast for all Aspect, eWFM, ACD, Aspect, RTA
and CEMS call monitoring system issues.
Trouble Resolution Team Member.
Superior knowledge and experience acting as a liaison between repair departments and client.
Responsible for coordination of all repairs in PA-Southern New Jersey.
System/Software/PBX Skills
Express Scripts Interface; SABA: Live Meeting; Navigator, IDX, Regulus, Digicenter, Medco, SIR, OAM; AS400; Aspect, Nortel Symposium; Interlink, TCSC data applications; Netsuite; Seibel 5,6,7, and 7.5; Windows NT, XP and Vista; Excel; Access; Word; Outlook; GroupWise; Remedy, Clarify; eWFM; Saville; Eastland; DMS 500; eGain; SIMS; CTI Tools; RTA; CEMS; Director; Online Provisioning Tool; Finesse; Macrofishe; Lotus; Power Point, Witness, Calabrio, Facets; Harmony; Engage; Call Parrot.
Education and Training
1984 Honor Roll Graduate: Governor Mifflin High School.
Reading Area Community College: Applied Associate Degree in Early Childhood/Elementary.
AECR (Achieving Extraordinary Customer Relations) Training.
Management level Diversity Training.
HIPAA Training.
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