Operations Manager Customer Service

HEATHER HARVEY

*******.******@********.*** 606-***-**** Hazard, KY 41701

Summary

Motivated Operations Manager possessing excellent vendor relationship and contract manager skills. Well-versed in mentoring and developing high-performing teams to meet organizational goals.

Expertise in implementing systems to track team performance and revenue and reduce shrinkage.

6+ years in Managed Care Organization

14+ years contact center experience

Highly qualified and successful at taking on routine and complex business challenges with resourceful and creative approach.

Recognized as driven, dedicated, and hardworking leader with history of streamlining operations and increasing productivity.

Skilled and versed in business and employee management. Bringing 11 years of experience in the contact center industry.

Decisive leader and strategic problem solver with excellent communication and planning abilities.

Skills

ERP systems

Production

Logistics oversight

Staff supervision

Delegation

Technology

Management

Project management

Recruiting and hiring

Performance improvements

Proficient in Microsoft office, Outlook, PDF, Excel, IEX, ICBM, IRIS/Tableau, NICE, Uptivity.

Cross-functional team management

Supervision and training

Customer retention

Experience

Centene Corporation

Hazard, KY

Operations Supervisor

08/2018 – 10/2021

Operations Manager

10/2021-present

Manager of operations with 100+ direct employees

Trained, mentored, and motivated employees to maximize team productivity.

Developed initiatives for process improvement and reviewed and assessed ongoing operations.

Drove solutions to predominant operations issues by identifying areas of deficiency and performing root-cause analysis.

Recruited, interviewed, and hired talented professionals who each brought wealth of experience and exemplary skills to team.

Trained, managed, and motivated employees to promote professional skill development.

Motivated employees to share ideas and feedback.

Recruited and hired individuals demonstrating passion, dedication and added value to team.

Represented integrity and professionalism in business, serving as mentor and role model to staff.

Provided leadership to Centene/Starcare Customer service representatives through coaching, feedback, and performance management.

Conducted staff evaluations and determined promotions and realignments or reductions in workforce.

Assessed each employee's individual strengths and delivered mentoring to improve upon weak skill levels.

Assessed team proficiencies, identifying, and targeting areas for improvement.

Identified and solved complex strategy problems to drive organizational goals.

Engaged professionally with Customer service representatives, Operation supervisors, Care coordinators, Management, and customers to build rapport and nurture relationships.

Coached and developed 7 internal candidates for promotion to general management.

Sykes Enterprises, Incorporated Hazard, KY

Team Leader

08/2010 - 08/2018

Delegated daily tasks to team members to optimize group productivity.

Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.

Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, to support retention and growth.

Fostered positive employee relationships through communication, training and development coaching.

Interviewed, hired and trained new quality customer service representatives.

Developed and implemented policies, procedures, and process improvement initiatives to improve retention rates and increase customer satisfaction.

Offered constructive criticism regarding quality assurance on team phone calls.

Maintained high standards of customer service during high-volume work shifts and fast-paced operations.

Monitored team progress and enforced deadlines.

Education and Training

Hazard Community and Technical College Hazard, KY

GED

05/2005

Accomplishments Within Centene Corporation

Consistently maintained high customer satisfaction ratings.

Promoted 4 agents in the last year to Leadership roles internally within Centene due to Consistent feedback and career development plans.

Assisted as Hiring Manager from April 2021-June 2021 for Centene Oklahoma Complete Health. Hired 4 Supervisors and 22 Customer service representatives. Completed and tracked access and equipment requests and performed time-keeping on team until the plan was dissolved.

Assisted as a liaison for Kristi Kent in the hiring process and recruiting for her team of 15 customer service representatives in Hazard KY. Conducted interviews and gave feedback to hiring manager for recommendation of hire.

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