Call Center Customer Service
Resume:
Ashley Panton
Customer Service Supervisor
Contact
McDonough, GA,30252
********@*****.***
Objective
Healthcare/Insurance Call Center Operations Manager especially adept at call center hiring coaching and ongoing training to ensure compliance with operations regulations in regards to Medicare. Skilled at setting and meeting productivity goals. Specialize in conflict resolution and the timely preparation of operations and productivity reports.
Education
Gramercy arts High
.Manhattan, NY
Key Skills
Time management, Customer service, Communication skills, Computer literacy, Leadership, Microsoft excel, English, Microsoft word, Documentation review
Experience
03/2023 - present
Broker Services Representee Health Plan On
04/2020 -01/2023
VMA Trinity Health of New England ST Francis Hospital
11/2017 -03/2020
Customer service specialist/Team Lead • c3 connections
11/2013 -09/2017
Call center supervisor • Teleperformance
Responsibilities
adheres and demands strict adherence to the company’s policies Answer inbound customer/client requests or inquiries concerning services, products, billing, equipment, claims, and report problem areas Responsible for improving customer retention through programs and exemplary service provided to the customer Make recommendations according to customer's needs on features, accessories, upgrades and options Respond to customer inquiries in a confident, timely and accurate manner Evaluate data to determine and implement the appropriate course of action to resolve or coordinate service recovery as needed Efficiently and successfully navigate multiple system monitor patients for fall and suicide risk. Achieved high satisfaction rating through proactive one-call resolutions of customer issues. Resolved concerns with products or services to help with retention and drive sales. Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions. Took payment information and other pertinent information such as addresses and phone numbers to place orders Monitor call center operations Supervise staff calls for quality assurance and protocol purposes Consult with outside parties to develop and implement effective solutions improved team performance. Analyzed trends and performance data and achieved superior customer satisfaction ratings across the team. Streamlined and monitored quality programs to alleviate overdue compliance activities. Controlled resources and assets for department activities to comply with industry standards and government regulations. Verified fulfillment of contract requirements and developed internal relationships with various teams for coordinated performance. Led people and achieved results through others and organized and managed multiple projects. Evaluated employee performance and conveyed constructive feedback to improve skills. Maintained professional demeanor by staying calm when addressing unhappy or angry customers
Communication
Implemented new procedures and technologies that improved efficiency and streamlined operations.
Leadership
Successfully led a team to exceed sales goals while maintaining excellent customer satisfaction scores.
References
Available upon request.
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