Call Center Customer Service

KIEL D. THOMS

*** ***** ******* *****, ****** Springs Georgia 31027

Phone# 973-***-**** Email - adviz1@r.postjobfree.com

Objective - Dynamic overachiever, carrying a triumphant record, actively seeking a leadership position where my team building, employee development, and managerial skill set will best be utilized to its full potential.

PROFESSIONAL EXPERIENCE

Here To Health U LLC. Powder Springs, GA

Certified Nutritional Specialist Fitness Trainer and Quality Manager – U.S. Career Institute

4/2019-to present

Provide world class quality service to all clients ensuring all standards of customer first is achieved

Ensure quality of clients concerns, Develop meal plans and exercise routines customized to the client’s goals

Coach, develop, and train clients on nutrition and how food components process in the body

Conduct consultations, seminars and virtual webinars on health and wellness

Conduct health and wellness seminars for corporations, religious organizations and for higher education institutions

Facilitate grocery store tour to educate clients on how shop for food

Conduct HIIT, HIRT, Yoga, Cross Fit, Boxing training sessions

Conduent, Somerset, NJ

Q.A. Supervisor Healthcare Service Delivery

07/2019-04/24/2020

Plan, implement and direct activities of Quality Assurance team with the development, application, and maintenance of quality standards for industrial pharma processes as a 3rd party vendor for Pfizer.

Knowledge on 5 why’s methodology of root cause analysis, SMART goal practices, Six sigma

4+ years of experience dealing with Medicare, hospitalization, prescription.

Identify avenues to improve business process by analyzing quality evaluations and making recommendations to operations, Onboard new hires via HRIS maintain and ensure SLA’s are captured.

Interface with training department to develop strategic approaches by yielding emotional intelligence best practices with internal partners as well as external client/patients

Prepare daily and weekly reports for senior management based upon monthly sample size and staff productivity, Develop organizational culture, values and policies including employee recognition initiatives

Addresses and resolves complex customer inquiries and issues. Triages specific in-depth inquiries to appropriate resource (clinical call center, billing call center, etc.).

Display superior interpersonal skills and ability to work well in team environment collaborating across diverse groups

Responsible for coaching, counseling and on-going development of the Quality Analyst Team.

New Jersey Natural Gas, Wall NJ

Training and Quality Analyst 09/2015-06/2019

Monitor, measure and score call quality against accuracy and efficiency in alignment with various call types using 8x8 applications, Onboard new hires via HRIS, Developed employee recognition programs

Assist with review of positive and negative customer feedback and identify opportunities for improvement, Trained in Conflict Resolution and Emotional Intelligence

Knowledge on 5 why’s methodology of root cause analysis, SMART goal, Six sigma

Calibrate with supervisors to coach, motivate, optimum performances from CSR’s

Assist legal by retrieving disputable escalated calls for prior conversation verification

Support vendors and onsite representatives meet reporting deliverables of SLA and shareholders

Authored S.O.P. and hard soft copy directives to underscore quality assurance is captured and maintained with vendors as well as onsite representatives

Charged with developing a functional Quality Assurance program and a Standard Operating Procedure manual for the Q.A. department,, Develop organizational culture, values and policies including employee recognition initiatives

Created Mentor Circle Program to develop talent and support a diverse culture with all-inclusive Mentor Leads

Understands, utilizes objective metrics and makes recommendations to Senior Management

Use quality tools and analytical skills to identify performance gaps and track improvements

Collaborates with training supervisor to build skill enhancement education programs and supports quality training across the entire enterprise

Keeps current on management trends to support training and procure business solutions

Xerox, Hamilton, NJ

Eligibility Supervisor 04/2014-09/2015

Assignment of work to eighteen processors daily

Coach to Benefit Claims Adjudication metrics

Review escalated emails from the call center and resolve issues

4+ years of experience dealing with Medicare, hospitalization, prescription

Send the previous day’s productivity numbers to senior mgmt

Manage escalations from all lines of business

Administer Corrective Action and P.I.P’s when necessary

Compile Monthly swing/ outlier factors for each employee

Review daily error rate report for accuracy and appropriate number of reviews

Collaborate best practices and recommendations with counter parts and senior mgmt

Title Resource Group

Mount Laurel, NJ

Convenient Closing Supervisor 04/2013-11/2013

Ensure QA, and SLA is executed and achieved; Supervise, train and develop staff of eighteen to meet set goals of the organization; Schedule staff accordingly to secure proper coverage.

Ensure processes and procedures are adhered to; Motivate team to achieve success;

Interface with all lines of business to ensure all facets of mortgages disburse by deliverable date

Conduct trainings for staff on new procedural roll outs

AFTRA H&R, New York NY

Participant Services Supervisor 05/2011 – 03/2013

Conduct QA monitoring of fourteen counselors; Coach counselors to meet and exceed department goals, Onboard new hires via HRIS

Supported claims for Adjudication Benefits

4+ years of experience dealing with Medicare, hospitalization, prescription

Generate weekly and monthly status reports to gauge counselors progress

Conduct trainings for roll outs of new processes and procedures; Motivate team to achieve success

Conduct ongoing customer service soft skill set training on conflict resolution;

Point of contact for escalated interactions; interface with all levels of business to streamline work flow, Verify eligibility of Certificate of Insurance

Vonage, Holmdel NJ 02/2008-08/2010

Customer Service Supervisor:

Coached and developed sixteen agents to obtain set goals of Customer Service Operations via 8x8 applications; Created and implemented best practices and procedures with regard to various coaching methods

Collaborated with peers and leadership team to strategically manage outliers; Supported workforce management by sending updates on agents’ status

Spearheaded leadership project creating a Team Building Focus Group which developed strategies to reach across various L.O.B.’s

Knowledge on 5 why’s methodology of root cause analysis, SMART goal practices

Conducted STARS formatted interviews for hiring employees; Conducted up-trainings to improve CSAT results; Executed mid year and annual evaluations; Promoted and maintained a positive work environment

Comcast, NJ 07/2004-11/2007

Customer Service Supervisor:

Monitored and coached staff of eighteen; Ensured daily workflow is in progress; Trained staff to be the first line of defense and ensure that process is executed;

Coordinated staff scheduling with Workforce Management Dept; Conducted up-training sessions for at-risk agents identified as outliers; Acted as Point of Contact for all escalations;

Monitored service levels; Recruited and interviewed candidates; Completed periodic and annual evaluations

Suburban Propane, Whippany NJ 12/2003-02/2004

Customer Retention Manager:

Tracked and reduced department abandonment rate of ten specialist; Designed targeted approaches to building customer loyalty; Identified trends in daily, weekly, and monthly workflows;

Coordinated with I.T. to expedite Customer Solutions Department Procedures; Acted as Point of Contact for escalations with a 48 hr. turnaround; Streamlined daily workforce process

Met daily with team leads to deploy dept. initiatives; Completed end of month reports for upper management and processed payroll for agents

GRM, Jersey City NJ 02/2003-09/2003

Office Manager of Customer Service:

Coordinated and decreased service error rate; Created reports enabling GRM Executive Management to monitor all areas of service trends; Responsible for training of customer service team of twelve specialist

Produced monthly and annual evaluations of the customer service team; Responsible for maintaining high service levels in phone response time, Confirm scheduling in coordination with dispatch for all appointments, Resolve customer escalated issues, Provide feedback and coaching to team members.

Point of contact for all escalations of Transportation and Client Relations team; Scheduled all clients for document viewings; Corrected invoices and delivery pick up reports; Input UPS courier fees into finance report.

Sprint/Nextel Communications, Rutherford NJ 10/1998-04/2002

Save & Retention Manager:

Managed department staff comprised of eighty-two Save Specialists, four Team Leads and three Save Supervisors; Onboard new hires via HRIS

Direct daily operations, work processes, and procedures; Maintain communication channels with all Sprint/Nextel entities that affect customer interfaces

Supported clients in direct care of the Sprint/Nextel product

Motivate staff to achieve objectives by providing positive learning resources, Created and supported a positive work environment; Administered positive feedback to ensure productive work flow

Ensured customer satisfaction by achieving assurance rating of 95%; Executed department objectives by analyzing customer satisfaction and retention statistics

Achieved and maintained churn rate reduction; Presented career pathing options to direct reports; Prepared and implemented appropriate staffing, training and action programs; submitted end of month reports to Save & Retention Director and V.P.

SKILLS

Excellent Presentation, Public Speaking, Oral and Written Communications

Customer Service Sales, Retention, Leadership, Outreach and Team Building abilities

Proficient in Microsoft Office Applications: Excel, PowerPoint, Word, and Outlook

Successful Completion of Supervisor and Managerial Baseline Competency Trainings: Diversity, Harassment,

EDUCATION

1990 Bloomfield College, Bloomfield NJ-Major Business Administration;

1985-1988 Essex County College, Newark NJ-Major: Psychology

2017-2022 Colorado State University Global Campus; Major: Organizational Leadership/Specialization in

Human Resources-Complete 2023

1995 Certified State of New Jersey Social Worker; 1990 Certification in Conflict Resolution from Syracuse University.

2011 Certified Nutritional Specialist & Personal Fitness Trainer

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