Manager Customer Service
Resume:
Angela Estes
*********@*****.*** · 571-***-****
EDUCATION & TRAINING
Strayer University, Woodbridge, VA (2016)– Bachelor of Business Administration
Strayer University, Woodbridge, VA (2014) Associates in Business Administration
Lean Six Sigma Certified, Green Belt
Project Management for Quality Assurance and Quality Control, GDIT & PBGC, 2012 – 2015; UMUC, 2015 – 2017)
Contracting for Project Managers, recruiting and interview applicants. Train, mentor and coach staff.
Leadership Development, (WellPoint, 2005 – 2008; GDIT, 2010 – 2017; MV Transportation, 2017 – current)
COMPUTER SKILLS
Proficient in the use of MS Office Suite (Excel, Word, PowerPoint, Access)
Siebel for call center networks, CRM, Trapeze, Avaya, SharePoint, NICE, ISO, SAP, SalesForce
AWARDS & RECOGNITIONS
Civilian Solutions – Angela Estes
Since coming aboard in October 2015, the UMUC Training/Quality Team, led by Angela Estes, has been successful in a number of projects. In less than 60 days, Angela led her team to successfully complete financial aid refresher training, cross-trained a class of agents in financial aid (2 week course), and completed training for two new-hire classes (3 week course) – one of which was our first class of 25+individuals.
Angela implemented a new “nesting” system enabling new hires to receive ample support from their supervisors, in addition to providing them with a dedicated “nester” from the QA team. In, turn, this has created less congestion within our Command Center, allowing them to remain open more often for the rest of the Service Center. A QA tracker has been developed for the Service Center, keeping them updated on a daily basis. In addition, Angela’s team has been efficient in creating and editing
QA SOPs for Student Services and IT, as well as ensuring that each manager, supervisor, and agent
has access to the SOPs that pertain to them. Internal calibrations have been held, where they were able to discuss and determine how to grade calls to ensure that everyone on the team is grading
consistently, and within 2 points of each other. This helps build confidence among the agents when referencing their QA scores.
And finally, Angela has taken the initiative to start working on a “Strive for 95”initiative,, “The Nighthawk” Service Center newsletter, the “QA Tip of the Month”, and an additional
QA board to display Service Center scores. The goal is to recognize those agents that are doing well
so that everyone will want to “Strive for 95”. Angela has been extremely successful leading a valuable team of individuals
working together to achieve more.
Employee of the Month
PBGC
(December 2015, 2013)
Under my leadership at PBGC, the call center received the highest American Customer Satisfaction Index scores for two consecutive years (2013, 2014)
Summary of Experience
25+ years of customer service experience
15 years training experience
25+ years supervisory experience
25+ years of call center experience
Certified Gold Level Trainer, Vangent Dba GDIT, 2010
MEMBERSHIPS AND AFFILIATIONS
Phi Beta Gamma-Honor Society
REFERENCES
Available upon request
OVERVIEW
A dedicated and credible leader with 25 years of management, training and customer service experience.
Attention to details and skills in conducting independent research by using analytical skills to produce high quality documents and reports; make decisions independently; and highly productive under pressure. Proficient in prioritizing and completing tasks in a timely manner, yet flexible enough to multitask when necessary to achieve individual and/or team goals with measurable results. Known as the “go to person” for interpreting, implementing new policies, procedures, or processes that involve other employees. Comfortable interacting with all levels of an organization and the public. Reliable, hard-working and a dedicated team player. Demonstrates exceptional versatility with the ability to manage multiple tasks in a fast-paced environment
***
PROFESSIONAL EXPERIENCE
MV Transportation
Quality Assurance (QA) and Reservations Manager (04/2017-Present)
Supervisor: Nicole Ridgeway-Reid, 443-***-****
For more than 35 years, MV Transportation, Inc. and all subsidiaries, joint ventures, partnerships and affiliates, (or “MV”) has provided safe, reliable, affordable transportation services to cities, counties, municipalities, and other jurisdictional entities, as well as for private corporations, non-profit agencies, and community organizations.
As the QA and Reservations Manager I am responsible for but limited to the following duties.
Managing the QA and Reservations departments of local operations in compliance with State and Federal regulations and corporate and client policies for Americans with Disabilities Act.
Providing community outreach to identify potential new candidate hires and/or the most appropriate recruiting sources.
Establishing relationships with key client agency personnel to identify training needs, resources and opportunities.
Completing random sampling of administrative compliance checks of employees, e.g. drug and alcohol samples; safety and training of subcontract vendors, e.g. taxicab companies.
Managing customer service/complaints
Creating Standard Operating Procedures (SOPs), that align with expectations in the Statement of Work (SOW) and Service Level Agreements (SLAs) of the contract.
Recruit, interview, hire, mentor, coach management staff, and call center agents.
Establish and author Standard Operating Procedures (SOP).
Create internal tracking resources and tools for agent and contract success (e.g. scorecards).
Direct Reports: 125
General Dynamics Information Technology (GDIT), University of Maryland University College (UMUC)
Manager of Quality and Training (October 2015 – February 2017)
Supervisor: John Iverson, 816-***-****
As the Manager of Quality and Training my duties consisted of the following activities.
Leading, managing and mentoring a virtual multifunctional training delivery program that supported the learning and development requirement of the UMUC.
Managing a team of 110 that provided quality oversight and training to all new hires and incumbent staff.
Providing training using applications such as Salesforce, PeopleSoft, TouchNet and CRM.
Developed, implemented, administered and maintained comprehensive training material and schedule for contact center personnel, including new hires, new projects, and refresher training.
Serving as the primary point of contact with the University of Maryland University Campus (UMUC) and its designated training development contractor for learning and development on the UMUC contract.
Managing the Quality Specialist team Quality Methodologies incorporating ISO, Six Sigma.
Analyzing quality performance results and guided the tactical direction of customer and business requirements with the UMUC.
Applying assessment techniques and strategies, using different methodologies, to measure and continuously improve quality of service.
Identifying areas of opportunities for improvement in operations and analyze the current program and the previous periods performance adjusting plans as needed to meet upcoming goals and objectives.
Facilitating weekly and monthly QA calibrations to ensure that all Quality Specialists were providing the same level of QA scoring and feedback.
Providing mentoring and training for all classroom trainers.
Managing design and delivery of team development or training activities as required.
Maintained proper decorum in telephone and personal contact with customers, vendors, visitors and GDIT staff.
Documenting existing and new training delivery standard operating procedures.
Managing all employee relations and administer performance improvement plans related to policy, processes and performance issues based on violations of company guidelines and policies.
Maintaining adherence to all company policies and guidelines for the programs.
GDIT-Pension Benefits and Guaranty Corporation (PBGC)
Quality Assurance and Training Manager (September 2012 - December 2015)
Supervisor: John Iverson, 816-***-****
As the Manager of Quality and Training my duties consisted of the following activities.
Leading, managing and mentoring a virtual multifunctional training delivery program that supported the learning and development requirement of the PBGC..
Managing a team of 75 that provided quality oversight and training to all new hires and incumbent staff.
Providing training using applications such as Salesforce, PeopleSoft, TouchNet and CRM.
Developed, implemented, administered and maintained comprehensive training material and schedule for contact center personnel, including new hires, new projects, and refresher training.
Serving as the primary point of contact with the Pension Benefit Guaranty Corporation (PBGC) and its designated training development contractor for learning and development on the PBGC contract.
Managing the Quality Specialist team Quality Methodologies incorporating ISO, Six Sigma.
Analyzing quality performance results and guided the tactical direction of customer and business requirements with the PBGC.
Applying assessment techniques and strategies, using different methodologies, to measure and continuously improve quality of service.
Identifying areas of opportunities for improvement in operations and analyze the current program and the previous periods performance adjusting plans as needed to meet upcoming goals and objectives.
Facilitating weekly and monthly QA calibrations to ensure that all Quality Specialists were providing the same level of QA scoring and feedback.
Providing mentoring and training for all classroom trainers.
Managing design and delivery of team development or training activities as required.
Maintained proper decorum in telephone and personal contact with customers, vendors, visitors and GDIT staff.
Documenting existing and new training delivery standard operating procedures.
Managing all employee relations and administer performance improvement plans related to policy, processes and performance issues based on violations of company guidelines and policies.
Maintaining adherence to all company policies and guidelines for the programs.
Vangent/GDIT
Lead Trainer (February 2011 - September 2012)
Supervisor: John Iverson, 816-***-****
As a member of the Vangent management training team duties included:
Managing the training of newly hired associates to successfully conduct calls from beneficiaries on behalf of Center for Medicare and Medicaid Services.
Administering General Medicare Tier 1 training to new employees to ensure consistent understanding of programs, while adapting instruction of material to meet the diverse needs of the adult learner.
Monitoring the progress of trainees by providing mentoring and coaching for improvement, while encouraging trainees to maintain a positive outlook during the process.
Verifying that all training documentation and data was completed and that materials are delivered according to the guidelines and standards set by the Training Delivery team.
Maintaining familiarity with standard operating procedures and quality call monitoring guidelines for medical program, e.g. Medicare and Medicaid, and the Quality Call Monitoring guidelines.
Aon Hewitt
Wellness and Benefits Specialist (March 2008 - February 2011)
Supervisor: Gwen Bowman, 804-***-****
As a Benefits Specialist my responsibilities included the tasks below.
Managed incoming calls from patients, insurance companies and providers regarding patient accounts and insurance claims.
Administered Flexible Spending Account (FSA) internal audits of calls to ensure compliance by all associates, consistently providing superior call quality.
Communicated by telephone and in writing with patients, insurance companies and any third parties involved in understanding benefits, and resolve issues when necessary.
Billed employees and retirees on Leave of Absence (LOA) or receiving retirement benefits for major clients, e.g. BCBS, UnitedHealthcare, Medicare, Aetna..
Responded to escalated issues sent by insurance companies, clients, and patients.
Corrected error reports the company sent to medical vendors to ensure accurate member demographic and active benefits or terminated enrollment.
Issued prescription overrides and authorizations as needed to pharmacies to ensure members received medications.
WellPoint, Inc.
Operations Expert and Trainer (August 2006 - February 2008)
Supervisor: Shelly Whitehead, 800-***-****
This position was the result of an internal promotion and relocation. My duties included:
Delivering training material by designing, developing, and writing curricula, leading teams of trainers and managers. Provided significant improvements in the learning processes, productivity, quality, and customer satisfaction while maintaining a positive work environment.
Assisting in implementation of a new platform for the new products Consumer Driven Health Plans (CDHP) being initiated.
Hiring and training the first team of customer service representatives, e.g. trainers, and managers, on the CDHP product and how it worked.
Managing contact for new clients (7), who offered this product to their 8700+ employees.
Serving as the lead contact for all technical and IT issues.
Overseeing user acceptance testing (UAT) for development of new calls to ensure the launch of each new platform was successful.
Designing, developing and successfully implemented training documentation, and Standard Operating Procedures to ensure compliance with the Food and Drug Administration and assist customer service represents to be successful.
Managed full-time staff of 20 and a temporary staff of 50 that supported call center quality standards set forth by each client in a constantly changing atmosphere.
Lumenos, Inc.
Claims Research Specialist (December 2005 - August 2006)
Supervisor: Stephen Rappaport (acquisition)
Conducted inbound and outbound calls on behalf of clients to maintain customer satisfaction resulting in operational excellence.
Provided account analysis for Consumer Driven Health Plans (CDHP) for clients by providing weekly calls and statistics of plan outcomes in comparison to other plans within industry standards.
Complied with call requirements, captured required data, and delivered post call details per client specification.
Authorized and reviewed patients in/out patient pre-authorizations, which allowed members to be successful in maintaining optimal healthcare.
Mentored and coached newly hired associates resulting in a successful team of customer care representatives.
Resolved escalated issues for the members to assure they were receiving optimal health care and ensure client Service Level Agreements (SLAs) were met.
Charlottesville Redevelopment Housing Authority (CRHA)
Property Manager (April 2004 - November 2005)
Supervisor: Paul Cheddah 434-***-****
I was responsible for managing 375 Public Housing units throughout the city of Charlottesville, VA. These duties included but were not limited to the following.
Conducting and attending meetings with local Police Department, Federal and State agencies to provide safety and security to the residents.
Managing evictions, housekeeping inspections, grievance committees, leasing units and mediation with residents.
Overseeing the launch of each new program was successful.
Supervising Occupancy and Eligibility Specialist for Public Housing. Mentored newly-hired associates resulting in a team of successful customer care representatives.
Providing reports on vacancies, waiting list and correspondence to residential community.
Serving as an agency advocate by writing PH Administrative Plans.
Developed and promoted new policies, procedures and programs per federal, state, and government amendments, and guidelines
Maintaining knowledge and communication with updated of federal, local and state housing programs and regulations, e.g. occupancy and eligibility screening processes, Family self-Sufficiency (FSS), VA Fair Housing Laws, VA. Landlord/Tenant Act.
Participating in weekly focus groups that facilitated, promote and improve internal and external relationships with city leaders.
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