Customer Service Team Lead

Heather Phillips

C: 518-***-****

Education:

Maria College of Albany

Associates of Sciences/ Phi Theta Kappa

Bachelor of Healthcare Management Graduation class 2025 Experience:

First Call Resolution/TTEC

Malta N.Y.

Customer Operations Team Lead

● Track escalations that were linked to the customer and agent attrition risk to refocus the agent while displaying the performance of the project.

● Logging entries of the associate’s performance and behavior in metric data indicators to evaluate the root cause will help the associate meet a technique to track margin leakages

● Perform direct administrative reporting of aux usage and productive off-the-phone activity under the correct aux state. Tagging employees to direct management

● Perform direct administrative reporting to show the correct In-Chair utilization and provide insight on production start dates and corresponding active associates

● Ensure clarification of account management and WFH invoice reporting with Go Live equipment and two-week development of United States Electronic Tolling Solutions. Keeping a stress-free, quiet environment that is committed to doing quality work

● Maintain Kronos Payroll platform

● Approve payroll

● Ensures compliance with all Human Resource policies and procedures Albany Medical Center

Albany N.Y.

Financial Advisor

● Experience with government programs' financial reporting

● Prioritize responsibilities under the pressure of competing assignments

● Analyze and interpret financial data

● verify patients’ eligibility with their insurance carrier, collect health records, and manage medical care forms

● Assessing applications, handling documentation, collecting information, entering data and providing customer service

Latham Medical Group

Latham N.Y

Medical Secretary

● Responsible for various tasks including collecting patient information, issuing medical files, filing medical records, and processing patient admissions and discharge papers.

● Have in-depth knowledge of medical terminology, processes, and administrative duties.

● Strong organizational and office technology skills.

● Comfortable in collaborating with healthcare professionals.

● Advanced experience in data encryption.

● Ability to perform using EPIC

Rullo Agency

Latham N.Y.

Customer Service Representative March 2022- May 2022

● Listening to ensure an effective Insurance Binder for customers promptly when requested. Requesting through non-verbal and verbal scheduling their Identification Cards.

● Stating the purpose of documenting a simple and easy-to-retain change in Personal and Commercial lines

● Overseeing and checking the average handle time of a primary ticket for Automotive and Home/Property Insurance Quotes

● Autofitting coverages promptly per customer request

● Office responsibilities such as quietly sitting, standing, and walking as well as scanning, faxing, and overseeing outgoing mail and emails to the insured MAXIMUS Inc.

Team Lead May 2021-September 2021

● Coaching and analyzing scorecard metrics among associates to multitask studies of the first call resolution in Statewide-Style, City improvement of Health Insurance between rural and urban communities.

● Manage contact center agents’ performance and monitor agents for call escalations.

● Oversee tickets entered for the Department Of Health for accuracy and quality purposes.

● Meet and exceed performance call center metrics set forth by the company.

● Track and document all inquiries using the applicable systems. MAXIMUS Inc.

Quality Control Administrator Oct 2019- May 2021

● Complete quality reviews for the Call Center and Eligibility & Enrollment staff

● Identify and escalate quality reviews that do not meet compliance requirements

● Participate in calibration sessions both within the department and with other departments

● Maintain updated knowledge of the Call Center and Eligibility & Enrollment performance requirements, policy and procedures, and corporate and project policies and procedures.

● Maintain up-to-date knowledge of all Call Center and Eligibility & Enrollment programs and systems.

● Anticipate issues proactively and escalate to management as appropriate.

● Perform other duties as assigned.

MAXIMUS Inc.

Customer Service Representative II Dec 2018- October 2019

● Answer incoming consumer calls to assist with general inquiries regarding health care programs, card replacements, and health plan enrollment information.

● Respond to all inquiries consistent with confidentiality and privacy policies and refer callers to alternate sources when appropriate.

● Transfer/refer consumers to appropriate entities according to the established guidelines.

● Responsible for adhering to established safety standards, and all policies/procedures set by the company.

● Meet and exceed performance call center metrics set forth by the company.

● Track and document all inquiries using the applicable systems. References:

Bridget Slingerland- 518-***-****

Korin Skidmore 203-***-****

Jessie Perry-321-***-****

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