Team Member Lead

Gail Boes

Austin, MN *****

702-***-****

****.*********@*****.***

EXPERIENCE

Rally Health, Lv — Real Appeal Supervisor

June 2015 - Present

• Developing Eligibility Troubleshooting Training.

• Creating multiple coaching resources.

• Team Lead over ERT/ `

• Developing TL Pathway to Success.

• Mainstain Team Member Performance Tracking File.

• Collaborated in the Bracket Challenge for AC morale boosting.

• Provide coverage for QA TL as needed.

• Creating interview prep questions and guides for Team Leads.

• Revised & submitted Case Category list.

• Identified coaching gaps between Denver and Las Vegas offices.

• Created General Troubleshooting guide.

• Delegated and managed developing ERT Training.

• Shifted ERT scheduling to WFM

• Delegated and managed creating ERT workflows and KB.

• Redesigned QA form for higher quality checks

• Audited monthly Salesforce reporting for client billing.

• Gathered & tested details to report trending issues

• Reconciled monthly Salesforce reporting for stakeholders.

• Initiated ERT QA transition preparations

• Identified coaching gaps between ERT and CSA teams.

• Developed ERT Performance Tracking File.

• Delegated inquiries analysis on trends for resource creation

• Expanded tracking of Invalid Escalations

• Worked with cross functional partners such as Product, Risc, CM’s, and Accounting on fulfillment issues.

• Partnered w/ cross product leadership on gap identification and resolution for cross platform integration

• Built TI Tracker to identify monthly development focal points.

• Unify QA processes and expectations.

• Built QA P4S for agent development, selection, and training.

• Provide coaching to improve agents.

• Built feedback and de-escalation soft skills training.

• Provide daily updates on trending issues.

• Manage our internal knowledge database across both products.

• Report immediate improvement reviews.

SKILLS

• Highly detailed, organized, and morale focused.

• Strong Communication Skills.

• Focused & Disciplined.

• Responsible & Reliable.

• Adaptable in managing multiple priorities.

• Strong interpersonal skills.

• Experienced in handling time sensitive tasks.

• Supervisory experience.

• Familiar with S.M.A.R.T. action plans.

ACHIEVEMENTS & PROJECTS

• Engagement committee

EDUCATION

• Le Center High School,

Graduated 1979

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