Call Center Manager
Resume:
Carla L. Henderson
North Chesterfield, VA *****
******.*********@*****.***
www.linkedin.com/in/carlalhenderson
Summary of Qualifications
Experienced Leader *Medicare, Marketplace and Medicaid* Customer and Financial Services * Digital Product Conversions * Change Management and ScrumMaster Certified * Diverse Leadership Styles *
Skills:
Open Communication
Collaboration and Relationship Building across Leadership Levels and LOB’s
Critical and Creative Innovative Thinking
Organization and Time Management
Highly Adaptable and Continuous Learning
Analytical, Problem Solving and Solutions Focus
Extensive Knowledge in Professional Development
Experience:
3/2020 – Current
Assistant Manager Conduent/Cover VA (Medicaid) Chesterfield, VA
Call Center, Incarcerated Unit, Voice of the Client (VOC) and Workforce Management (WFM)
Manage 180 Call Center Associates, 5 Supervisors and 5 Team Leads
Manage 1 WFM Supervisor and 1 WFM CSR; Manage 1 VOC Team Lead and 5 CSRs
First line of management when relating to associate issues, HR relations and Queue Management
Daily interaction with Cover VA and DMAS Senior Leadership Teams to drive business goals
Partner with QA Team to improve scores across the call center by addressing trends and providing a plan on next steps
Work with the Eligibility Team daily to facilitate corrections on applications for all clients
Work with DMAS daily to address applications/renewals for Inmates Escalations
Meet with DMAS weekly to provide status updates for the Incarcerated Unit and discuss upcoming objectives, training needs and call volume
Recruited, hired and assisted with Nesting for all New Hires since August
Works with Training and QA to update training materials based on QA Trends and New Hire feedback
Create, update and submit scripts to DMAS for review and approval based on QA and Training needs
10/2018 – 3/2020
Manager Maximus Chester, VA
Web Chat, Pilot Workforce Team and Password Reset Queue
Manages and is 100% accountable for two separate LOBs for Medicare and Marketplace
Leading a team of 10 Supervisors and 2nd team of 2 Supervisors. Managing 187 CSRs overall
Provides thoroughly written quarterly Pilot Proposals which are multi-page deliverables containing detailed, data-driven pilot recommendations, risks and mitigation plans, stakeholder impacts, and desired impacts to the CCO and/or the client, Centers for Medicare and Medicaid Services (CMS)
Is proficient in public speaking and comfortable verbally presenting pilot proposals to CCO Senior Leadership
Supports outbound call efforts by communicating direction for CSRs via Supervisors to ensure the client’s daily productivity expectations are met
Manages and is 100% accountable for an Open Enrollment Period (OEP) Seasonal Group - Password Reset Queue CSRs. Accountable to CMS for established transfer rates. Leading a team of 6 Supervisors and 177 CSRs
Collaborates with other managers to exceed financial and service level goals including supporting development, and monitoring of volume forecasts
Provide leadership and guidance to Call Center Supervisors and other professional staff
Interact positively with CSRs from all channels (phone, email, web chat, correspondence) and program staff
Plan, control, and report on production activities to include establishing priorities for resources; resolve production conflicts
Ensure all production turnaround standards and service goals are met for each LOB. Led project efforts to identify, analyze, and implement efficiencies that contribute to increased productivity
Recruit additional staff when financial commitments or forecast expectations are at risk.
Review, approve, and sign timecards as necessary. Ensure all supervisors are adhering to timekeeping responsibilities
Identify customer requirements, develop plans for delivery, recruit appropriate resources, assign individual responsibilities, and build schedules to ensure timely completion and final delivery of a solution to meet customer requirements
Enforce program standards such as quality control and security, and perform risk management and vulnerability studies
Promote Open Door environment and drive a healthy, open culture that encourages conversations with management
7/2013 – 9/2018
Operations Manager Capital One Bank Glen Allen, VA
Lead a group of 55+ associates, 2 Coaches, 2 Assistant Coaches and 3 Team Leads
Ensure processes are documented, projects are prioritized, and business objectives are met
Identify and drive process improvements that improve customer experience, bank losses, and increase cost efficiency; IVR enhancements, and QA Principles
Collaborate with others across multiple departments and lines of business, including international support teams to improve associate training benchmarks, regulatory expectations and compliance requirements
Continuously analyze current business work flows and productivity/efficiency results in order to seek process improvements to support digital products
Develop automated and robotic strategies in a fast-paced environment where new variables are constantly emerging
Manage staffing and financial budgets by using staffing models and projections to forecast current and future headcount needs
02/2012 – 6/2013
Small Business Consultant Henderson Consulting Richmond, VA
I helped newly formed and established small businesses complete tasks to expand their customer base through individual marketing plans.
Created, reviewed and corrected business plans and marketing materials for new businesses
Assisted businesses with acquiring licenses, bonding, insurances and local permits
Established company’s internet presence using social media (FaceBook, Twitter, Instagram and Pinterest)
11/2010 – 2/2012
District Manager TitleMax Finance Richmond, VA
Oversaw 5-7 store operations to ensure that sales transactions, customer payments and collections activities were properly performed in accordance with the Company’s operations procedures and federal regulations
Hired and trained new General Managers to open new locations
Approved, rejected, or coordinated the approval or rejection of lines of credit or personal loans
Increased store profitability through planned customer relationship development, community involvement, marketing, soliciting new business sources, employee training and managing all store operating expenses
Directed and coordinated the organization's financial and budget activities to fund operations, maximize investments, and increase efficiency
Established procedures for custody or control of assets, records, loan collateral, or securities to ensure safekeeping for district
Prepared financial or regulatory reports required by laws, regulations, or boards of directors
Education:
May 1991
Bachelor of Science – Business Administration (Accounting/Management)
oSt. Paul’s College – Lawrenceville, Virginia
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