● ***-** ***TH STREET HOLLIS QUEENS, NY *****

718-***-**** ad3dsx@r.postjobfree.com

VELVERLYNE L. BLACK

PROFILE

Results-driven Manager with over 15 years of experience working in a fast pace office/call center

environment dealing with a diverse client base including four years of call center management

experience in a high-volume call department. Extensive knowledge of call center metrics and

workforce management. A dynamic leader with a commitment to excellence and facilitating change

to support organizational operating, financial, and quality objectives.

Core Competencies

• Accomplished and exceeded team yearly sales goals of 14 million by 110%

• Functioned in fast pace 24/7 International Call Center

• Enthusiastically managed a call center and the development of the team by ensuring that they

received an adequate amount of counseling, coaching, training and encouraged personal

development

• In-depth experience monitoring ACD systems, goal setting and problem-solving

• Highly effective research, preparation of new accounts, and development of policies and

procedures.

• Strong comprehension skills, solutions-focused with the ability to adapt and excel in challenging

and competitive environments

• Excellent multitasking ability

EXPERIENCE

2022-2023 MEDUIT Garden City, NY

Manager

• Managed 14 Collection Representatives in a leading Revenue Cycle Management company with

affiliates in over 500 hospitals including North Shore LIJ.

• Responsible for motivating staff in achieving over 500k in monthly revenue and over 4 million in

revenue for 2022 fiscal year..

• Handled management emails and escalation calls from business clients and representatives.

• Created monthly incentives to motivate staff to achieve bonuses and company incentives.

• Facilitated training to ensure staff was up to date with core Debt Collection practices and HIPAA

laws.

• Listen silently to recorded calls and function as a liaison to provide corrective feedback to our

contracted clients regarding call analysis they requested.

VELVERLYNE BLACK PAGE TWO

• Administer Quarterly and Annual Performance Evaluations.

2015-2020 NAVIA DEBT AGENCY Brooklyn, NY

Manager

• Managed 20 Phone Service Representatives.

• Facilitated training activities to improve customer service.

• Responsible for motivating and developing staff.

• Listened silently to recorded calls to ensure account solutions were documented correctly.

• Processed payroll for Service Representatives.

• Administered Quarterly and Annual Performance Evaluations.

2012-2015 UNITED NATIONS FEDERAL CREDIT UNION Long Island City, NY

Call Center Supervisor

• Managed 14 Member Service Representatives.

• Responsible for motivating and developing staff.

• Coordinated annual training for staff to ensure each member of my team stayed up to date with

banking policies and procedures.

• Approved and updated payroll for attendance and schedule changes.

• Monitored ACD and Call Center Metrics to ensure representatives were available to assist with

calls for all incoming communication channels.

• Administered Quarterly and Annual Performance Evaluations and provided feedback to help

staff improve performance and achieve annual sales goals of 1,176,000.00.

• Facilitated Quality Assurance which includes coaching, training, professional development, and

corrective action plans.

• Reviewed call center statistics to measure staff performance to maintain a low call abandonment

rate and increase the average speed of answer.

• Through observance and analysis implemented policies and procedures to improve customer

satisfaction.

2009-2012 EASY CHOICE HEALTH PLAN OF NY Manhattan, NY

Member Service Manager

• Managed high-volume call center.

• Directed call center operations as a liaison between clients, supervisors, and call center

employees.

• Coordinated the interviewing, and hiring of customer service representatives.

• Monitored customer service calls daily for quality assurance purposes.

• Administered performance management by diagnosing improvement opportunities, providing

effective feedback, coaching, training, professional development, and corrective action plans.

• Reviewed call center statistics to measure staff performance to maintain a low call abandonment

rate and increase the average speed of answer.

• Implemented policies and procedures to improve customer satisfaction.

2008 -2009

VELVERLYNE BLACK PAGE TWO

Member Service Team Leader

• Handled high call volumes.

• Assisted call center representatives with escalated call inquiries.

• Trained new hires on policies and procedures

• Assisted management during meetings and quality reviews.

• Monitored customer service calls daily for quality assurance purposes.

2004 -2008

Member Service Coordinator

• Answered high call volumes.

• Processed customer service grievances and forwarded inquiries to management.

• Forwarded problematic claim payment inquiries to the Claims department.

• Maintained daily logs of customer service calls.

• Transferred calls for medical authorization requests to the Utilization Management department.

2003 -2004 HEALTHCARE PARTNERS Garden City, NY

Clinical Service Representative

• Documented information for inpatient stays and outpatient medical procedures.

• Answered high volume calls.

• Assisted nurses with loading approval decisions on medical services and retrieving clinical

information on patients.

• Managed daily reports and resolved inquiries in a timely manner.

• Responsible for educating members on health insurance policy provisions.

• Identified processing errors and forwarded information to management divisions for adjustment.

1997-2003 HORIZON BCBS OF NEW JERSEY Newark, NJ

Broker Assistant/ Member Service Coordinator

• Functioned as a liaison between brokers and small business accounts to maintain satisfactory

accounts.

• Assisted the Sales Division with processing premium payments on member accounts.

• Investigated member inquiries to ensure all claim payments were accurate.

• Reviewed, processed and corrected erroneous claim payments in the system.

• Identified system errors and forwarded problematic issues to the technical department for

revisions.

1996-1997 AETNA US HEALTHCARE Fairfield, NJ

Provider Services Representative

• Processed provider inquiries on claim issues and benefit information.

• Forwarded request for physician monthly capitation payments to the accounts receivable

department.

• Updated member account information.

EDUCATION

1989-1992 Irvington High School Irvington, NJ

• Academic Diploma

1998-1999 The Chubb Institute of Technology Jersey City, NJ

• Diploma in Technical Support

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