Supervisor Operations Customer Service
Resume:
TRISH GIPSON
CUSTOMER PROFESSIONAL
CONTACT
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**********@*****.***
EDUCATION
Monroe Community College Rochester New York
A.A.S. Degree in Hotel/Restaurant Management
WORK EXPERIENCE
Supervisor Operations I Excellus Blue Cross& Blue Shield Jul’21-Present
Accountable for ensuring a positive customer experience through supervision and direction of the work of assigned employees.
Leads the activities of staff to ensure all assignments and available work are completed timely and accurately to best achieve departmental, organizational, and corporate goals and to fully utilize the skills and abilities of functional employees.
Identifies and resolves errors and trends, applies appropriate corrections, and identifies process improvement opportunities.
Monitors key reports and metrics daily. Understands the data presented and can take corrective action without further management intervention.
Maintains knowledge of LRSP, TOPPS and FACETS benefit changes, national & local account group knowledge, project management, web enrollment and group database functionality to ensure department is compliant with appropriate regulations and is delivering high-quality customer service levels.
Responsible for employee performance and will provide coaching to employees to ensure performance meets targets. Conducts periodic performance reviews identifying areas needing improvement and initiates action to assure retraining is done when and where necessary.
Instructs or otherwise acts as resource to employees in dealing with special or unique problems. May deal personally with unusual or non-recurring problems employing research or the assistance of other departments toward solution.
Supports Marketing Operations and Sales personnel across Health Plan by meeting with accounts to develop post implementation or issue resolution work plans, provide work plan status and/or present Operations overview.
Responsible for the oversight of customer calls. Serves as an escalation point for complex issues and irate customers outside the normal scope for customer satisfaction advocate positions.
Prepares requested reports, some of which may be regularly scheduled, others of a special nature.
Actively participates and makes recommendations regarding the development and maintenance of functional procedures and instructional manuals; convenes and conducts informational meetings with employees and performs other regular supervisory duties.
Responsible for maintaining an adequate and qualified staff, including selection, training, and placement. Continually evaluates the work force as to their performance and takes action to strengthen everyone.
Maintains files and records incident to the department’s activities and prepares regular and recurring reports and special reports upon request.
Maintains frequent outside contacts with physicians, providers, subscribers, and company benefit representatives to provide and obtain information. Works closely with internal account service departments such as Marketing, and Institutional and Professional Relations (including provider and network relations). Enhances departmental effectiveness by attendance at meetings with major group representatives, RCIPA and Health Plan.
Keeps abreast of developments within the Division, Marketing Operations, Sales and Compliance by attendance at seminars, meetings and workshops, perusal of publications and as necessary independent study.
Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values and adhering to the Corporate Code of Conduct and Leading to the Lifetime Way values and beliefs.
Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
Maintains knowledge of all relevant legislative and regulatory mandates and ensures that all activities follow these requirements.
Conducts periodic staff meetings to include timely distribution and education related to departmental and Ethics/Compliance information.
Regular and reliable attendance is expected and required.
Performs other functions as assigned by management.
STAPLES CUSTOMER SUCSESS CONSULTANT FOR SALES NOV’19-JUN’20
Be the liaison for the Strategic Account Leader and customers to remove non-strategic selling activities
Establish and maintain relationships with internal support teams to meet customers’ needs
Team and collaborate with departments to understand solution opportunities to impact customer satisfaction and retention
Provide added value at customer sites as well as to assist on program roll-outs, implementations, and retention/sales growth related projects
Contribute to implementation, retention, and growth
Resolve issues to the customer’s through experience and utilization of available resources. (NSP, Sales Liaison, Transportation, Operations, Resolution Team, Accounting and Supply Chain
Consistently meet activity goals and daily metrics - outbound dials, selling time, and live contacts. etc.
Establish customer and market priorities to execute a strategic course of action to accomplish sales goals
Manage program implementation for new customers
Utilize salesforce.com to track account and planning activities
STAPLES ESCULATION HELP DESK SUPERVISOR NOV’18-Nov’19
Provides support to CSR personnel via phone and CHAT– answering questions, investigating, and resolving issues for internal and external customers, building, and maintaining confidence through correctly answering questions
Handles supervisor calls upon request and follows up on customer issues
Identifies and tracks trends, offers suggestions, and relays information to business partners to improve policies and procedures
Administer Kana including processing rush orders
Service Recovery utilizing Voice of the Customer, Opinion Lab and CSAT Hot Alerts
Meets and maintains department production standards
Perform other related duties as required or requested
STAPLES FURNITURE HELP DESK- NOV’18-DEC’19
Receive inbound phone calls and email requests from Sales team, internal teams, vendors, shippers, and external customers
Provide ETA for orders
Handle warranty issues
Correct ordering errors
Redirect orders as needed
Provide price quotes and add assembly services to orders
STAPLES NON-STOCK PROCUREMENT TEAM-NOV’16-NOV’18
Research and resolve all inquiries received via phone, email, fax, and remedy tickets pertaining to Contract orders including vendor deliveries and returns, delivery complications and shipment tracking
Process all orders or product sourcing requests received via phone, email or fax that must be entered manually
When service failures impact customer satisfaction, negotiate and reach for creative alternatives to maintain customer business and avoid returns and cancellations
Exercise sound judgment in motivating vendors, delivery agents, or service providers to work outside of policy to meet our customer's needs
FRONTIER CARRIER SERVICES-SEP’13-NOV’16
Timely processing of Access Service Requests
Responding to Customer inquiries regarding order processing, order status and order due dates
Assist in meeting department objectives including, high call volume: follow up, ownership of customers issues with first call resolution as the only goal
Monitoring Quality Management Control
Timely delivery of firm order commitments
Timely processing of Access Service Request
FACILITY SOURCE-CALL CENTER SUPERVISOR– JULY ‘04-SEPT ‘13
Supervise call center staff and the day-to-day performance of all operational activities
Planning and reviewing procedures and improvement processes
Accountable for delivering Key Performance Indicators measures to call center staff
Ensure regular communication to call center staff as provided by Call Center Manager
Daily interaction and follow-up on work orders with call center staff Monitor real-time performance management, communications and discipline as shared with Call Center Manager
Coordinate resources for team projects and initiatives
Manage Payroll
Developed a new quality performance scorecard with focus on first call resolution, empathy, tone and customer satisfaction
VERIZON WIRELESS-FEB ‘97-APR ‘04 CALL CENTER SUPERVISOR APR ’01-APR ‘04
Manage team of customer service representatives with the goal of ensuring optimal productivity and quality customer satisfaction
Ensure that call center standards are being met
High visible presents on floor to assist all representatives, peers, and high-level management
Familiar with employee human resources issues; union practices; employee personal issues
Heavy interaction with representatives in the effort to educate, motivate and ensure that the call centers goals and objectives are being met
Staff and schedule team activities in the call center
Offered the Walk in My Shoes program to agents who sought career advancement.
ADMINISTRATIVE ASSISTANT TO THE DIRECTOR OF SALES - NOV ‘98-APR ‘01
Primary support to the Director of Sales by managing his schedule, appointment calendar and monitored the level of urgency of incoming calls
Schedule all business travel arrangements
Handle sensitive employee and customer files
Maintain all expense reports in accordance with controller approval guidelines
Review employee time sheets and customer credits
Encouraged continuous customer service after the sale
CUSTOMER SERVICE REPRESENTATIVE - FEB ’97-NOV ‘98
Handle customer written complaints and escalations
High call volume inbound calls
Research and resolve billing inquiries; explain products and services; prioritize and
Organize daily follow ups to ensure customer satisfaction, train and develop new hires
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