Thomas O’Malley

ad07lf@r.postjobfree.com

(***) *** - 9423

WORK HISTORY:

EmblemHealth, New York, NY

Account/Broker Service Manager March 2003 – July 2023

• Oversaw and provided leadership to 40+ Account/ Broker Service representatives. Also, managed 2 team leaders and a quality analyst.

• Provide the team training to new systems and any system enhancements. Also oversaw the team's training on new products that were offered so they are knowledgeable with any questions the customer may have.

• Made on site visits quarterly with the broker community to discuss any issues they may have and to get their feedback in order to implement a plan of action to provide outstanding service for the broker and their client. Assisted them with any questions they had with the broker portal.

• Participated and led my team in any user acceptance testing in any new system implementation and enhancements in order to provide a smooth transition.

• Evaluate current processes in order to streamline workflows in order to provide better service to our customers.

• Met with the team monthly and provided feedback on their telephone and written quality. Discussed with them how any concerns they may have and provided training when necessary.

• Negotiated with leaders in support areas service level agreements to ensure the customer inquiry is handled timely and correctly.

EmblemHealth, New York, NY

Account/Broker Service Supervisor October 2001 – March 2003

• Partner with Senior Account Executives to ensure all client renewals and plan changes are processed timely.

• Handle escalated service issues from our Employer Groups, General Agents, and Brokers and ensure the proper internal teams are working on these items until resolution.

• Attend open enrollment meetings and client meetings as needed. Empire Blue Cross and Blue Shield

Call Center Supervisor July 1996 – September 2001

• Supervised 35 telephone customer service representatives.

• Worked with the training department and Human Resources to ensure any new hires were on boarded properly and received training.

• Handled escalated calls when necessary.

• Listened to calls and provided feedback with each representative monthly. Thomas O’Malley

ad07lf@r.postjobfree.com

(917) 584 - 9423

Skills

Leadership, Decision Making, Time Management, Problem Solving, Multitasking, Active Listener, Team Player, Knowledge on Excel, Oracle, Sales Force, Facets, Outlook 365. EDUCATION:

Queensborough Community College

Associates Degree Business Administration

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