ROSEMARIE Muro

Nanticoke, PA *****

adu5gw@r.postjobfree.com

272-***-****

Dedicated and well-rounded professional with a reputation for quality, proficiency, and reliability in service-oriented positions seeking to apply robust call center training towards career advancement opportunities with a dynamic firm.

Proficiencies: MS Word; MS Excel; MS PowerPoint; Greenway Emacs and Mcu Medicaid claims also QuickBooks and peach tree software Aligning individual performance expectations with organizational goals Developing performance goals collaboratively with their direct reports Ensuring that performance goals are clearly communicated and current Providing fair, constructive, and timely feedback towards performance expectations and goals Providing assistance, guidance, and coaching support as needed Ensuring that staff have professional development plans in place Conducting performance evaluations according to established systems and policies Communicating work load challenges

Communicating progress towards performance goals Identifying and communicating professional development needs and opportunities Achieving performance and professional development goals as identified in individual work plans and individual development plans. Effective Communication. A majority of workplace failures can be attributed to ineffective or inaccurate communication, making it an especially important quality for leadership. 2. Leadership. There are numerous ways to define leadership, and it may manifest differently, depending on the industry, company culture, or management structure. 3. Empathy and

Compassion. Supervisors are dealing with employees who are, first and foremost, humans. They will struggle, experience failure, and have bad days. 4. Conflict Resolution. Conflict in the Page 1 of 5 workplace is inevitable and not necessarily a negative thing. All conflict means is that change is happening and people's stances or perspectives differ. 5. Ability to Delegate. While supervisors should have exemplary work ethics themselves, it's equally important they know how and when to delegate. 6. Problem Solving. The keys to problem solving within the workplace are critical thinking, creativity, and consistency. 7. Time and Priority Management. Time is limited and certain projects or tasks are more urgent than others. … 8. Confidence. Employees take note of their supervisor's attitude. When a supervisor makes decisions confidently and then communicates them candidly, that can create a more productive, positive atmosphere. Versatile business leader bringing Number years of experience as accomplished Job Title. Strategic problem-solver, change manager and visionary executive with success implementing plans to meet current and future needs. Key expertise in Industry. Work Experience

Management Supervisor for Pa

PCG Consulting Group - Intersection of Public Health Technology and Customer Success August 2020 to Present

OPERATIONS SUPERVISOR COVID 08/2020 to CURRENT

Common

Call Center Supervisor

Genrex Corporation - Pennsylvania

January 1997 to Present

Plan and implement call center strategy to optimize productivity and quality Maintain effective and quality communications with customer Coordinate meetings and coaching to improve performance Effectively explain calling techniques and procedures to agents Observe agents interviews for feedback and training purposes Develop workflow and call-flow solutions

Maintain and demonstrate knowledge of program tasks, systems, and telecommunications Manage day to day performance of agents

Answer/respond to management questions Page 2 of 5 Ensure a supportive and motivating work environment Measure performance with KPIs

Ensure adherence to company's policies and procedures Keep senior management informed about recurring issues or problems DJ/Owner

R&B Entertainment - Pennsylvania

March 1993 to Present

You will be responsible for engaging with listeners, queueing up playlists, presenting commercials, performing interviews, taking music requests, and generating interest in the show You may also be required to MC public events and perform meet and greets. Operations Supervisor

Briljent - Chicago, IL

June 2021 to August 2021

Of outbound for contact tracing and case investigation in Illinois, Plan and implement call center strategy to optimize productivity and quality

Maintain effective and quality communications with customer Coordinate meetings and coaching to improve performance Effectively explain calling techniques and procedures to agents Observe agents interviews for feedback and training purposes Develop workflow and call-flow solutions

Maintain and demonstrate knowledge of program tasks, systems, and telecommunications Manage day to day performance of agents

Answer/respond to management questions

Ensure a supportive and motivating work environment Measure performance with KPIs

Ensure adherence to company's policies and procedures Keep senior management informed about recurring issues or problems call escalations Customer Service Team Lead

Northwell Health - Pennsylvania

January 2019 to March 2020

Searching each financial statement for any payment inconsistencies or errors Collaborating with patients or customers, third party institutions and other team members to resolve billing inconsistencies and errors

Creating invoices and billing materials to be sent directly to a customer or patient Inputting payment history, upcoming payment information or other financial data into an individual account

Finding financial solutions for patients or customers who may need payment assistance Informing patients or customers of any missed or upcoming payment deadlines Calculating and tracking various company financial statements Translating medical code if working in a medical setting Organizing shift schedules for team members

Monitoring attendance, tardiness and time off

Assigning duties to specific employees based on role and skills Supervising employees and assisting with tasks as necessary Conducting performance reviews and sharing feedback with both upper management and team members

Managing employees requests and transgressions

Training new and current team members on tasks

Handling customer issues and managing conflicts

Adhering to company policies and health, safety and employment standards Education

Bachelor's degree in Public Administration

Grand Canyon University - Arizona

October 2022 to Present

Associate’s in Medical Billing and Coding

Ultimate Medical Academy - Florida

August 2018 to Present

Skills

• Top Skills Leadership and People

Social Networking Development

Microsoft Office Employee Motivation and

Supervisory Skills Performance

Operational Excellence Adaptable and Flexible

Business Administration Project Oversight

Organizational Leadership Approachable and Outgoing Account Management Administrative Office Operations Executive Performance People and Culture

Management Management Team Leadership

Strategic Planning Professional Integrity

Staff Training Attention to Quality

Remote Team Management Quality Control Planning

Articulate Communication Balanced Work Ethic

Creating and Delivering Effective Communicator and Presentations Public Speaker

Consulting

• Management

Awards

Honor Society

March 2019

Contact this candidate