Supervisor/Manager Service Representative Customer Support

JANAE D. BARKER

*** * *** ******, *** **

Eudora, KS 66025

Cell phone: 316-***-****

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

WORK HISTORY:

The Gerson Company

Olathe, KS 12/2021 - 06/2022

Customer Support Supervisor

Provided supervision, training and leadership to a team of customer support representatives through inbound and outbound calls, e-mails, credit memos, overseas transportation. Created training manuals targeted at resolving even the most difficult customer service issues. Monitored the daily activity of the customer support department and identified goal achievers. Skillfully documented disciplinary actions and composition of employee counseling records. Responsible for assessment and delivery of employee performance and development summaries. Provided team motivation and development to maximize work performance. Responsible for weekly payroll review and approval, ensuring accurate timecards.. Maximus Federal

Lawrence, KS

05/2013 – 02/2021

Medicare Supervisor

Provided supervision and leadership to a team of customer service representatives (CSR’s). Working with each CSR through coaching and counseling to ensure they meet MAXIMUS and contract goals/objectives. Coordinates all required tasks related to employee schedule changes and time-off. By maintaining a level of expertise regarding local business process, corporate initiative and staying current with the ever changing Call Center environment. I am able to monitor and ensure CSR’s compliance with contract requirements and Policies & Procedures, communicating all recommendations and actions with the manager. Expanded duties included but not limited to: Nesting Supervisor POC, Tiger Team / Call Efficiency, Recruitment Ambassador, Hospitality Committee Ambassador, Skip Level Meeting Participant, Ambassador Attorney Interviews. 2020 Census Technical Support Supervisor 06/2019 – 08/2019 Acting Trainer 06/2016 – 12/2016

Developed, coordinated, and delivered training plans for classes of varying sizes. Provided the Training department with consistent, successful test scores and successful employees. Provided real-time reinforcement and coaching of delivered training material to production floor employees. Identified performance issues, provided corrective action and suggested termination for CSRs not meeting performance criteria in the training class. Provided follow-up coaching about job performance and quality assurance to new employees after training; Coached new hires to improve performance and prevent termination Customer Service Representative Medicare/Marketplace Web-chat, MyMedicare.gov Technical Support TTY, E-mail, MA PDP Complaints

Provided education with respect to the policies and guidelines of Federal and State programs, assist in call escalation processes to resolve heightened issues within the operation, provide support for multiple customers simultaneously, answer inquiries and complex questions through multiple channels, such as chat, email, TTY and MAPDP channels, assist with training of alternate channels, support supervisor through additional clerical support as needed.

Student Financial Aid Services 11/2012 to 04/2013

Lawrence, KS

Customer Service Representative

Provided effective timely resolution of a range of customer inquiries, facilitated a positive and cooperative tone with both customers and coworkers, and increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities. Account Recovery Specialists Inc. 03/2009 to 03/2011 Wichita, KS

Executive Assistant / Trainer

Supervised, developed, and coached 25 Customer Service Representatives to assure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals. Created and implemented recruiting strategy in conjunction with goals set forth by company Operations Vice President, developed guidelines for choosing candidates for entry-level positions, contacted and interviewed candidates. Completed background checks, hired between 10-20 individuals per quarter based on Operational goals, maintained and updated confidential personnel files, employee relations, professional development and benefits administration, working with HR computer software. Assume leadership responsibility for department tasks and contact center activities as required. Provided training to all personnel to ensure knowledge of computer software, telephone system and company guidelines. Traveled between offices to perform all necessary training. Acted as liaison between customer service representative and executive management personnel.

Raytheon Airline Aviation Services 11/2004 to 10/2008 Wichita, KS

Administrative Associate Senior-Sales Department

Assisted vice president and sales professionals in scheduling, call screening and time management. Export Compliance Coordinator.

Handled all travel arrangements and registrations for sales department, coordinated on-site assistance with the annual operator’s conference, and maintained the International Travel Policy for RAAS. Coleman Company 12/2003 to 11/2004

Wichita, KS

Administrative Associate-Licensing

Assisted vice president of licensing in scheduling, telephone screening and time management, maintained high confidentiality in dealing with Coleman licensees, handled all travel arrangements and registrations for licensing department, ensured all expense items are properly identified for cost accounting purposes, prepared department presentation and display material, and completed contract proof reading and presentations. Ritchie Corporation 9/1990 to 12/2002

Wichita, KS

Executive Administrative Assistance / Supervisor

Supervised Office Staff to ensure satisfactory performance and compliance with company policies, conducted Performance and Attendance reviews, assisted top executives in scheduling, telephone screening and time management, maintained high confidentiality in preparing and handling corporate minutes and documents, conducted many cost-benefit studies producing positive contribution to the company’s financial results, updated and maintained highly confidential database containing bid performance and results, assisted in developing marketing plan and strategy each year, handled all travel arrangements and registrations for management personnel, ensured all executive expense items were properly identified for cost accounting purposes, kept current in FCC regulations to ensure company’s regulatory compliance, and developed and maintained many reports to management used in decision-making. Alternate Channels Census Application Technical Support, Web-Chat, TTY, E-mail, MyMedicare.gov Technical Support and MA PDP Complaints Certified in both Medicare and Marketplace.

Contact this candidate