*** ******* ** #* ● O’Fallon IL ***** ●602-***-**** ● ad057x@r.postjobfree.com

MaryBeth Walker-Drnjevic

SUMMARY

A versatile and skilled Contact Center professional with leadership qualities and excellent hands-on experience in strategic planning and process improvement. An assertive manager with outstanding interpersonal, communications, negotiation and people management skills.

SKILLS AND ACCOMPLISHMENTS

•Leadership: Obtained the prestigious J.D. Power Call Center Certification for 6 sites Contact Center for five consecutive years 2008-2012

•Project Management: Six Sigma Green Belt

•Critical Thinking: Development Dimensions International Certified Facilitator

PROFESSIONAL EXPERIENCE

Team Leader, Accenture June 2021-Present

Manage the service delivery of the call center and back office staff, supporting state contracted projects, including call volume, quality control, workflow management and staff support. Provide coaching and training to call center agents daily. Identify areas of improvement and implement changes directed by the client and leadership team. Ensured all Service Levels were met.

TriWest Healthcare Alliance, Phoenix Arizona July 2015- May 2016

Manager, Contact Center

Manage a team consisting of approximately 100 Patient Service Representatives and leadership staff of Team Leads and Supervisors that supports the Veterans Affairs programs, to provide our Veterans access to quality and timely care. Provide mentoring and coaching development to build bench strength among our supervisory team. Recruit candidates who demonstrate the TriWest mission, vision and values. Provide leadership to ensure service level standards are met.

Assisted with the opening of new sites in San Diego, Tempe and New Orleans.

Manager, Work From Home May 2016 – April 2020

Direct the overall operations of the outbound appointing team who all work from home. Coach, supervise, and manage staff for improved performance. Engage and motivate staff and work closely with Human Capital to manage issues. Monitor productivity, quality standards and ensure that business rules are trained and followed. Collaborate with internal partners on goals, expectations and contract modifications. Ensure staffing levels and tools and resources are in place for the staff.

MedImpact, Tempe, Arizona November 2014 –July 2015

Site Manager, Contact Center Services

Establish and manage work groups to achieve the goals and objectives of the business unit including budget, productivity and transaction quality. Promote the overall vision and strategy of the organization. Responsible for delivering exceptional service to our customers including open channels of communications and prompt response to inquiries and requests. Manage work groups and provide leadership in order to recruit, manage and retain necessary resources successfully. Partner with other business units in order to resolve customer service issues. Manage six supervisors and non-exempt staff of 100 plus customer service representatives. Responsible for direction, coordination and evaluation of the unit.

PetSmart, Phoenix Arizona

Manager, Call Center Operations November 2013 — October 2014 Managed the operations of a 100 plus seat Call Center. Responsible for recruiting, performance management, developing supervisory staff, quality assurance and service level management. Responsible for implementation of new programs supporting PetSmart services.

TriWest Healthcare Alliance, Phoenix Arizona March 2004 —April 2013

Director, Contact Center

Directed customer service operations and staff for a six site contact center and correspondence team dispersed across 21 states.

Led teams to provide telephone, chat, web-mail services, and written correspondence to TRICARE beneficiaries and providers and successfully maintained performance standards.

Developed and implemented budgeting, staffing strategies, staff development and policies and procedures. Participated in cross-functional teams to enhance business strategy, process improvement and use of industry best practices. Received J.D. Power Call Center Certification for five consecutive years.

Manager, Contact Center

Managed a subordinate staff of supervisors who supervised teams of customer service representatives. Responsible for service levels and quality service to TRICARE members and their families. Collaborated with other contact center sites to ensure the overall performance standards were maintained. Carried out management responsibilities in accordance with the organizations policies and procedures.

EDUCATION

•Scottsdale Community College – General Studies

•University of Phoenix – Business Management

•TriWest Director Leadership Certification Program

•Lead Like a Genius program

•Crucial Conversations program

•The Call Center School

PROFESSIONAL MEMBERSHIPS

•Call Center Network Group

•Society of Customer Affairs Professionals in Business (SOCAP)

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