Call Center Early Childhood
Resume:
Graham Drummonds
Rio Rancho, NM 87124
*************@*****.***
Summary of Qualification:
● Exceptional organizational skills.
● Proficient in developing and managing multi-functional teams in a fast-pace environment.
● Report and analyzing data.
● Excellent communication skills written and oral.
● Proficiency in the use of Microsoft Windows XP, Microsoft Office, Excel. 40 WPM and 10-key capable.
● Highly organized and strong analytical skills
● Experience in identifying and developing processes to drive cost savings.
● Identify, develop, and implement process improvements.
Experience:
8/2023-05/2024 Adecco/Accenture – Early Childhood Education Care Department Agent
• Research and resolve issues related to childcare assistance applications.
• Processed applications for case worker review and collect documentation related to childcare application.
• Email the client State of NM regarding status updates on pending applications.
• Assisted call volume to ensure SLA are met.
• Attend weekly meetings to review updates pertaining to document updates.
3/2021-6/2023 BCForward/Accenture – Tier 2 Agent
• Perform research and resolve issues related to escalated calls.
• Schedule call back and respond to member inquiries regarding Massachusetts health insurance.
• Respond to complex inquiries from our members regarding backdating coverage and coverage status.
• Assist in carrier cases to meet the three-day turnaround time.
• Maintain standards to meet service levels which include average speed to answer all calls including escalation calls, response time regarding inquiries and assisting the members in locating affordable insurance plans.
• Attend weekly meetings to ensure standards are met.
7/2020 – 2/2021 Collabera/HP – Team Lead
• Develop and trained call center staff on process, procedures and protocols set in place to improve efficiency, effectiveness and enhance the customer experience.
• Researched, resolved and responded promptly to escalated customer inquiries in a courteous manner for best call resolution.
• Coached direct reports for performance improvement; identified training gaps to improve job performance and skills.
• Ensure adherence to call center procedures by monitoring and supporting agent’s calls for greater customer satisfaction.
• Strategic management with a team of up to 15 call center agents (CSR).
• Develop and submit reports consisting of statistical data to ensure metric are met and /or exceeded.
• Effectively communicate with Management
1/2020 – 06/2020 Collabera/HP – Universal Agent
• Perform research and resolve issues of escalated calls.
• Schedule call backs and respond to customer inquiries.
• Respond to complex inquiries from our customers within 4 business hours.
• Assist with VIP cases and DMPS cases to ensure customer needs are met.
• Maintain standards for service volume, answer, and response times to the customers.
• Attend weekly meetings to ensure standards are met.
08/2015 – 09/2019 Conduent – Mi Via Liaison Medicaid Waiver Program
• Proactively contracted an assigned pool of participants to ensure there were no Medicaid budget, enrollment, or vendor/employee payment issues.
• Serviced walk-in participants by assisting in the completion and submission of the Mi Via employee and vendor packets; ensured accuracy before submission.
• Researched, resolved, and responded promptly to escalated customer inquiries in a courteous manner to ensure customer satisfaction.
• Ensure adherence to call center procedures by supporting the queue during peak times.
• Submit reports consisting of statistical data to ensure the Service Level Agreement (SLA) are met and /or exceeded.
• Effectively communicated with Presbyterian and UNM-CDD regrading participant issues and/or concerns regarding their monthly budget.
5/2011 – 6/2015 Boys and Girls Club of Central New Mexico – Unit Director
• Strategic management with a team of 14 group leaders and youth workers to ensure the club met organizational standards.
• Set up weekly meeting for employees to hear concerns and issues that need to be addressed.
• Provide necessary training to gain knowledge regarding club programs.
• Develop and implement departmental goals.
• Coached direct reports for performance improvement; identified training gaps to improve job performance and skills.
• Researched and resolved member complains within a timely manner.
• Set up program and weekly activities for the members to engage in the community.
05/2010 – 05/2011 Boys and Girls Club of Central New Mexico – Education Coordinator
● Develop, implement, and facilitate curriculum programs for the members.
● Assist group leaders in setting up education departments to ensure the members daily homework assignments are met.
● Help write grant letters to request for material needed within the club.
● Coached the group leaders on different educational material and how it will be implemented to the members.
● Effectively communicate with the Unit Director regarding issues and concerns related to the education programs within the Club.
Education:
● New Mexico State University – Las Cruces, NM
Associates in General Studies May 2011
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