PROFESSIONAL EXPERIENCE

BPO Supervisor (****-Present)

NationsBenefits – Nashville, TN

oStarted a new call center in Nashville for an established health care company headquartered in Florida, planned call floors to maximize productivity.

oWorked with the executive team to hire, onboard, and train quality employees.

oSupervised 30 agents over three lines of business for Medicare open enrollment. Ensured success with three lines of business and three different clients.

oCharged with watching call ques for all lines of business and all 7 different clients with peers. Responsible for providing complete coverage for all clients.

Inside Sales Supervisor (2021)

Lincare, Inc. – Nashville, TN

oSupervised a team of 17 customer service and sales agents for a CPAP supply company.

oCoached each individual and make sure they meet minimum business expectations for sales, quality and adherence.

oRan outbound sales team, promoted to inside sales team which entailed more knowledge of healthcare policies and procedures.

oTook all escalations and handled complicated issues that involved compliance with insurance companies and being the customer advocate to make sure they get their medical supplies.

Operations Manager (2019-2020, End of Contract)

MissionSide LLC – Nashville, TN

oRamped up a contact center to work on the Census Questionnaire Assistance Program.

oCollaborated with peers to maximize customer satisfaction, streamline procedures, and improve bottom-line profitability.

oManaged daily operations, including supervising multiple team members across the company. Manager for 3 supervisors with teams of 20+ CSRs.

oGenerated daily reports to recommend corrective actions and improvements, provided coaching and feedback to benefit both company and employee.

oEstablished reputable working relationships with other departments and external clients.

oCollaborated with Recruiters to hire over 800 employees in a 4-month time frame, involved in hiring events, resume reviews, job fairs, and interviews.

Customer Service Coach (2010-2019)

T-Mobile US Inc. – Nashville, TN

oCoached a high-performance call center while building a culture that inspires employee commitment to reaching and exceeding goals and sales targets.

oSupervised teams of 15-30 Customer Service Experts.

oIdentified performance gaps and held discussions to adjust conduct to enhance productivity.

oMonitored daily activities of the customer service team, providing guidance to optimize productivity and quality assurance.

oAchieved Number 1 Coach status for Nashville 2018.

SKILLS

Computer Skills: Experienced with Microsoft Office Suite, Blue Force/TKS Payroll/Timekeeping, Calibrio, Calendly, AS400, Zen Desk ADP, Kronos Timekeeping

Competencies: Customer Service, Sales and Incentive Implementation, Team Leadership and Motivation, Coaching and Mentoring, Call Center Operations, EEOC Compliant Interviewing and Hiring

Interests: reality tv, food, cooking