Center Representative Support

Hilda Harrison

**** ****** *** ***** #*** Rockwall, TX 75032 919-***-**** **********@***.***

Objective

I am a dedicated, hardworking, and detail-oriented individual who is seeking to translate my proven, and recognized leadership and supervisory skills to the position of a customer service representative

Professional Experience

Program Operations Analyst TRIALCARD NOVEMBER 2019 – CURRENT

Participate as a liaison between the PEC, Technology, Operations, and Patient Affordability PM’s as part of monitoring day to day system metrics/reporting

Assess, triage, research and resolve escalations that pertain to people and processes and facilitate with other TC stakeholders for system resolution

Evaluate program processes and coordinate with PMs to recommend improvements that enhance operational effectiveness

Performs periodic testing to verify the accuracy of new system releases and process changes

Actively participate during program launches to provide additional program support

Audit programs to ensure adherence and consistency to process, policy, and procedure

Provide PEC leadership with operational reporting that facilitates overall program health

Identify trends, including repeat issues and/or inadequate corrective actions that have previously been implemented and facilitate with TC stakeholders for resolution

Perform other duties and assignments as directed

Operations Manager TRIALCARD OCTOBER 2017-NOVEMBER 2019

Lead, coach, and mentor staff in all roles within the Patient Experience Center.

Accurately reporting adverse events, including overseeing team to ensure adherence to Client specifications and filing reports within required timeframe.

Determine call center operational strategies, implement and communicate with senior management

Conduct needs assessments, performance reviews, capacity planning, and cost/benefit analyses to ensure that queues and staffing meet business needs

Review and analyze reports and coach direct reports to ensure established goals are achieved with regard to productivity, quality, and patient-service standards. Contribute data, information, and analyses to senior management for organizational strategic plans and reviews.

Establish and communicate job expectations for all roles reporting to your team; plan, monitor, appraise, and review job contributions; plan and execute compensation actions for direct reports.

Build a team environment through regular contact, communication, and meetings with staff.

Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.

Work within internal HR and recruiting teams to manage all HR issues for the PEC including interviewing, hiring new employees, modifying or introducing new staff policies, and ensuring staff compliance with all policies.

Monitor operations to ensure adherence to service level standards and company/department policies and procedures.

Create, update and implement staffing plan to minimize impact of employee turnover on staffing, service level goals, and morale.

Responsible for reviewing, validating, and approving timesheets for direct reports

SUPERVISOR TRIALCARD JANUARY 2012- SEPTEMBER 2017

Directs or manages all activities associated with Call Center operations, including developing and implementing policies and procedures.

Monitors operations to ensure adherence company/department policies and procedures.

Writes and presents performance feedback to staff.

Provides training, coaching and mentoring to less experienced support center personnel.

Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations.

Will be the escalation point when a supervisor is requested from a customer or a Team Lead.

Communicates with other departments to ensure customer satisfaction.

Assist in interview, hire, train and evaluate process for Support Center Representatives and Team Leads.

Support career development for each Support Center Representative.

Identifies problems outside procedural structure and recommends procedural changes requiring management approval to implement.

TECH SUPPORT REPRESENTATIVE XEROX MAY 2009- DECEMBER 2011

Assisted clients with password reset

Diagnose clients hardware/software faults

Logging and keeping records of customer queries

CASHIER ASSOCIATE SCNB JUNE 2006 – November 2009

Maintained fast speed of service, especially during rush hours

Assembled orders on trays or in bags depending on the type of order

Processed large orders for events

Followed all restaurants safety and security procedures

SKILLS AND ABILITIES

How to Excel at Managing and Supervising People

Managing and Eliminating Unacceptable Behavior and Other Employee Performance Barriers

Managing Emotions and Thriving Under Pressure

Basic of Writing Policies and Procedures

LEADERSHIP SKILLS

Mentored and coached six representatives into promotions to Lead Tier 2, SMEs, and Team Lead

Consistently awarded team of the month and highest quality scores in the Center

Motivate team on providing an exceptional customer service

Delegate responsibilities to SMEs to challenge and grow them into future supervisors

MANAGEMENT

Lead team of 27 representatives and subject matter experts (SME) in day to day operations

Provide report on team statistics and metrics for daily, weekly and quarterly basis

CUSTOMER SERVICE

Interact with HCPs and Pharmacies to ensure that patients utilizes our copay cards

Train team on how to provide an exceptional customer service

Deescalate irate and dissatisfied patients utilizing soft skills and accurate resolution of issues

SPECIAL PROJECTS

Developed extensive survey that will be utilized to gauge agent satisfaction on a biannual basis

Created and manage schedule for supervisors with processing overrides for every programs

EDUCATION

Wake Technical Community Collage Associates in Biopharmaceutical Technology GPA: 3.2

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