Call Center Supervisor, Truck Driver

PROFILE

Dedicated customer service professional with skills leading large teams in day-to-day initiatives as well as special projects. Ability to build good working relationships with people on all levels of the organization. Exceptional at coaching for performance and desired outcomes. Diagnostic and analytical experience as well as monthly reporting. Proactive at identifying issues and initiating reconciliation. Effective communicator offering the support and feedback necessary to train associates on anticipated processes and procedures. A thoughtful and considerate supervisor who is often the recipient of many awards and accolades.!

EXPERIENCE

TRUCK DRIVER/OWNER OPERATOR, MJP EXPRESS LLC, BOSTON, MA 02136 8/21- CURRENT

Owner Operator of 26ft Business class Freightliner box truck, contracted with Amazon. Utilize online application to scan and secure all Amazon packages from assigned facility, with the goal to safely deliver to US Postal Offices in the Massachusetts Metro area. Ensure all deliveries are on-time and secured by US Postal workers. BROKER SERVICE SUPERVISOR II, CAREFIRST BLUE CROSS BLUE SHIELD; WASHINGTON, DC 8/20–11/21!

Supervise dedicated team of associates providing accurate and timely service to brokers

(Group/Individual), with primary focus on high profile customers (Elite; Premier; Preferred brokers) and members who are part of our Student Health Plans.

Coach, counsel and motivate associates (concentrating on associate development) to increase quality and production while ensuring accuracy and timeliness of information while achieving positive results. Perform monthly quality audits within the Verint system and provide timely feedback to the associate with areas of opportunity as well as providing praise in areas where the associate performs well. Conduct regular meetings with associates in group and one on one setting to discuss performance. Interview internal/ external candidates for open position. Handle escalations from internal and external customers. Facilitate special projects and other duties as assigned.

CALL CENTER SUPERVISOR, CAREFIRST BLUE CROSS BLUE SHIELD; WASHINGTON, DC 9/14-8/20!

Review daily reporting results and adjustments to ensure quality and accurate claim exceptions. Analyze current policies and operating procedures/conditions to ensure a quality working environment. Provide recommendations for implementing modifications that remain within the standards and policies of CareFirst in order to provide the most efficient and optimum member service. Develop logical and accurate reports to management regarding inventories, inquiries, correspondence, case and other pertinent information in order to provide necessary information for management of workflow. Engage and build rapport/connection with employees to ensure professional value within the organization. Review and evaluate customer service representative calls weekly, yearly employee reviews JOHN FRANKLIN PITTMAN, JR.

1001 Herb Ct

McDonough, GA

Cell: 301-***-****

and evaluations. Other projects and duties as assigned to assist in company, divisional, and/or departmental goals.

Develops logical and accurate reports to management regarding inventories, inquiries, correspondence, cases and other pertinent information in order to provide necessary information for management of workflow. Aids with product marketing and sales efforts of respective business units in order to increase market share.

Manage/oversee (AFHC) away from home care application and billing process. Manage Other projects and duties as assigned to assist in company, divisional, and/or departmental goals. CALL CENTER SUPERVISOR, MAXUMUS/DC GOVERNMENT; WASHINGTON, DC 9/13-9/14!

Monitor the performance of Customer Service Representatives (CSRs) and provides feedback and education to staff to improve performance. Assists with the development and implementation of procedures pertinent to the effective and efficient operation of the Call Center, and assists with establishing performance goals and measurements for CSRs.

Assists with training of CSRs. Assists CSRs in responding to customer inquiries regarding programs. Ensures that staff educates callers effectively on applicable programs. Assists in resolving any issues regarding the Call Center. Ensures staff maintains up-to-date knowledge of all programs and systems. Works closely with the Director of Program Integrity, Quality Assurance, and Training regarding quality assurance and training. Manages all functions of the Telephony and Workforce Management Systems such as scheduling and telephone monitoring. Composes and reviews annual, monthly, and bonus performance reviews.

Reports any personnel-related issues to the Human Resources Manager. Logs and tracks grievances and assists with utilization of the Fair Hearing and Grievance process. Performs other duties as assigned by management.

Develops and prepares Quality Assurance oversight processes of information and deliverable tracking communications to monitor and provide Quality Management recommendations. Performs analysis and identifies errors in the inspection of finished services. ADVANCED SERVICE CENTER SUPERVISOR, COMCAST CABLE COMMUNICATION; LARGO, MD 9/08-9/13!

Provided guidance and assistance to Customer Account Executives (CAEs) in resolving difficult subscriber questions related to billing and repair. Coach and develop employees through training, motivational strategies and performance review. Analyze data to identify trends and behaviors from a performance standpoint and make recommendation for improvement. Reduced staff turnover by 15%, benchmarking a record-setting improvement in staff retention due to the success of employee-development and morale-building programs. Served on a special task force charged with turning around under-performing stores. Trained CSRs and managers in five struggling stores, and contributed to significant improvements in guest satisfaction and sales.

BILLING/SALES CENTER SUPERVISOR, COMCAST CABLE COMMUNICATION; SILVER SPRINGS, MD 6/00-9/08!

Managed the company’s expectation for call quality, productivity, and sales performance for 15 telephone agents. Identified variances and created effective plans to address gaps. Networked with the leadership team and other functions within the organization to ensure positive working relationships and effective communication.

Provided rewards and recognition through innovative strategies to maintain positive morale. Promoted to manager position to recruit, train and supervise 25+ customer service reps and cashiers. Fostered an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure friendly and efficient transactions at checkout. EDUCATION

University of Maryland University College, College Park, MD MAJOR - BS IN BUSINESS ADMINISTRATION & MINOR - HUMAN RESOURCE MANAGEMENT SKIL

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