Customer Service Quality Assurance

Public Partnerships Nov **** — Present

Public Partnerships Aug 2021 — Nov 2021

Public Consulting Group Dec 2020 — July 2021

Intelligent Customer Service/Collections iQor Dec 2018 — Dec 2020 Osmond K.Brown

E-mail: *****************@*****.*** Phone: 716-***-**** 577 McKinley Parkway, Buffalo, NY 14220

WORK EXPERIENCE

Rental Assistance Application Supervisor

● Manage processing team and monitor performance through Power BI, Five9 reporting and consistent check ins.

● Provide training and support to new employees to ensure a high performing team.

● Handles escalated applicant issues, providing solutions using program resources.

● Dedicated to project success by tracking trends, providing team support and ideas for program improvement. Rental Assistance Application Processor

● Thorough review of rental assistance applications to ensure eligibility requirements are met for payment.

● Elevate processing trends and issues to leadership with a focus on process improvement.

● Top performer on processing quality and a resource to peers on best practices. NYS Contact Tracer

●An understanding of patient confidentiality, including the ability to conduct interviews without violating confidentiality (e.g., to those who might overhear their conversations)

● Understanding of the medical terms and principles of exposure, infection, infectious period, potentially infectious interactions, symptoms of disease, pre-symptomatic and asymptomatic infection

● Excellent and sensitive interpersonal, cultural sensitivity, and interviewing skills such that they can build and maintain trust with patients and contacts

● Basic skills of crisis counseling, and the ability to confidently refer patients and contacts for further care if needed

● Resourcefulness in locating patients and contacts who may be difficult to reach or reluctant to engage in conversation

● Understanding of when to refer individuals or situations to medical, social, or supervisory resources

● Cultural competency appropriate to the local community Supervisor Customer Service/Collections

● Complete High Impact Coaching’s and one Direct Feedback on a weekly basis for each agent pertaining to quality assurance with an individual goal of 80%.

● Evaluate calls on a weekly basis utilizing company data analytic tools sQan and Valdi.

● Coach and develop a team of 16-22 new hire agents in quality assurance by utilizing the Customer Employee Operations (CEO) impact method during one on one session.

● Provide floor support for new hire agents on live calls and on the job training for western union speed pay, client knowledge base and additional resources/tools. Osmond K. Brown 1

One Touch Direct Oct 2016 — Dec 2018

Associates Degree-Liberal Arts Jun 2012 — Jan 2013

● Send weekly spreadsheet reports regarding quality assurance and attend bi weekly meetings with supervisors and managers to discuss employee development.

● Successfully coordinated team priorities to align with supervisor’s goals and expectations.

● Served as liaison between agents and supervisors, managed questions and concerns.

● Assisted with supervisor call backs regarding escalated calls to inform customers of account resolution or steps to resolution.

Customer Service/Sales

● Contracted by Frontier to sell phone, internet, and cable.

● Contracted by Verizon to sell phone plans and cellphones and accessories.

● Contracted to sell Medicare insurance as an independent sales representative.

EDUCATION

Canisius College

Osmond K. Brown 2

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