Customer Service Call Center
Resume:
Edwin d. Blackman
***********@*****.***
profile
I am a highly motivated, multi-tasking, critical thinking, and self-directed professional seeking a challenging position in a fast-paced environment utilizing my communication, organizational, analytical, creative, and supervisory skills. A committed enterprising person focused on delivering the best of the best service quality. Proven team player contributing to creating a cohesive teamwork environment.
Experience
AutoNation Pre Owned Vehicle Acquisition Specialist 01/2023-03/2023
●Acquire used inventory for the company
●Interact with customer and provide a relaxing and informative customer service experience
●Negotiate deals to provide the best possible purchase price for the company
●Generate and follow up on leads
●Accurately and completely complete all task and assignments
●All other duties as assigned
Roger Beasley Mazda 08/22-10/2022
New Sales Associate
●Interview prospective buyer to identify needs and usage of a new vehicle and make suggestions based on usage and needs identify
●Monitor new inventory arrivals for customers
●Maintain an extensive knowledge base of trims and options on on different vehicles in order to operate as a subject matter expert
●Build and maintain relationships during and after the car buying process
●Serve as the main point of contact for all clients
●Provide world class buying experiences for all individuals I come in contact with
●Work with clients from start to finish of the buying process and beyond
Baylor Scott & White Health 03/21-07/22
(BSWHEALTH)
Customer Service Supervisor
●Supervises a team of customer service professionals
●Monitor daily production goals while coaching and training for success
●Daily review of quality to ensure world class customer service
●Prepare and deliver corrective action memos to insure we meet the call center metrics
●Review and update management of ongoing issues, concerns and success
●Provide overall leadership to my direct reports including team leaders
TEKsystems 05/2020 – 03/2021
Customer Service Supervisor
●Supervises 30 staff in a high-volume virtual call center
●Complete quality reviews daily
●Provide direction and leadership
●Responsible for the daily operations of programs
●Setting performance standards
●Prepare and deliver performance evaluations
●Developing individual career development plans
●Ensuring compliance of policy and procedures
●Prepares and reviews production reports and assesses the completion of activities
●Prepares/oversees the preparation of training
Health and Human Services Commission (HHSC) 12/2018 – 5/2020
Contract Specialist IV
●Performs advanced (senior-level) contract management and enrollment administration duties
●Develops or collaborates with Procurement and Contracting Service (PCS) for the development of Medicaid/CHIP solicitations, contracts, and amendments
●Developing contracts, evaluating information supplied by vendors, developing, and implementing evaluation instruments
●Developing and evaluating a broad range of administration activities for contracts and enrollment
●Assist with the development of solicitations, contracts, and amendments by identifying provider resources
●Evaluate information supplied by vendors
●Developing and monitoring timelines, and creating required contract management documentation
●Managing all aspects of the contract from development to closure
●Maintaining contract documentation in the contract management repository
●Negotiates or facilitates negotiations of contracts, contract renewals, and amendments
HHSC 04/2012 – 11/2018
Provider Claims Services Manager
●Supervises 14 staff in a high-volume call center within HHSC
●Provide direction and leadership
●Responsible for the daily operations of programs
●Hiring staff/training/maintaining a team of professionals
●Setting performance standards
●Prepare and deliver performance evaluations
●Developing individual career development plans
●Ensuring compliance of policy and procedures
●Implement Process improvement
●Prepares and reviews production reports and assesses the completion of section activities
●Prepares/oversees the preparation of training and the updating of section operations manuals
HHSC 02/2010 – 03/2012
Medicaid Managed Care Team
●Monitoring the daily operations of the team
●Managing inventories
●Responsible conducting and delivering quality reviews to the agents and reporting quality trends to management
●Responding to inquiries from management, agents, and the community
●Running daily, weekly, and monthly reports
●Tracking trends and providing analysis
●Creating and facilitating training on Medicaid Managed Care for the office of the Ombudsman
Affiliated Computer Services (ACS)/Texas Medicaid and Health Care Partnership (TMHP) 05/2008 – 02/2010
Customer Service
●Daily supervision of 30 hotline staff
●Hiring staff/maintaining a team of professionals
●Assisting with training of inexperienced staff
●General development of staff
●Review reports for call trends
●Professional development of the “coaching staff” (team leads)
●Assist with resolving complex Medicaid related client issues
●Tracking the quality of service provided by staff
TMHP 10/2007 – 05/2008
Contact Center Coach
●Responding to telephone inquiries and complaints
●Serve as programmatic and processing lead for Texas Medicaid and Health Care Partnership (TMHP) Client Hotline
●Providing functional guidance, training, and troubleshooting to the hotline staff
●Providing technical support
●Reviewing call quality
●Responding to escalated calls
●Reviewing process, policies, procedures, and guidelines
●Scheduling work to ensure accurate phone coverage
●Assisting with training of inexperienced staff
TMHP 08/2004 – 10/2007
Customer Care Agent
●Providing subject matter expert-level assistance to client/provider communities
●Resolve issues related Medicaid benefits and/or billing
●Research, resolve and respond to problems, issues, and complaints from clients
●Works with appropriate provider community and others professional to assist in the proper delivery of Medicaid Services
Education:
2012-2014 Andersonville Seminary
Associate of Biblical Studies
License:
Certified Texas Contract Manager (CTCM)
References available upon request
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