Customer Service Call Center

Genice B. Durham

**** ****** ********** ****. #***. Fairburn, GA 30213

404-***-**** -- adwiai@r.postjobfree.com

Executive Summary

Operations and Account Management / Customer Relationship Management

Dedicated operations professional with over 20 years’ experience providing insight, support, and growth to both the healthcare and sales industries for multiple accounts/clients. Specialized in providing sales and data analysis to drive teams to exceed performance objectives.

Professional Experience

Indegene Inc.

Kennesaw, GA

Contact Center Operations Manager (Outbound Calls) December 2020–Present

Co-Commercialization

●Manage the day-to-day activities of the virtual pharmaceutical sales support team responsible for delivering promotional details on products to healthcare professionals including physicians. Coordinate all team functions to include hiring, training, onboarding, and semi-yearly performance reviews. Ensure established SOPs are being followed, set daily and monthly goals, and provide results against KPIs for the team in support of the monthly incentives program. Support to representatives by providing ongoing feedback through daily interactions and quality assurance monthly reviews.

●Work closely with Campaign Operations to identify ways to improve Microsoft Dynamics and Salesforce CRM to assist representatives to function at a highly efficient rate.

●Identify areas of improvements in projects to facilitate product messaging to be delivered to Healthcare Providers (HCPs).

●Collaborate with the Analytics Team to improve client dashboards and ensure our representatives are hitting KPIs established based on Client’s SOW.

●Participate in management meetings to identify areas of the programs that need improvement or a change in direction with strategy. Share best practices routinely to new hires within Sales and Campaign Operations.

●Meet with potential clients alongside the business development team to offer insight to potential clients on how our tele-rep program could benefit their campaigns.

●Championed a new successful initiative to recruit and hire college graduates to provide a dual role of keeping costs low while offering the college graduate inside sales experience to gain employment within the pharmaceutical industry.

●Work with the Campaign Team to derive profiling questions that are insightful and provide useful information to share with clients.

Contact Center Outreach Manager (Outbound Calls) January 2011–August 2020

Health Economics Outcomes Research (HEOR) and Medical Record Retrieval (MRR)

●Lead a team of Outreach Coordinators (HEOR and MRR) responsible for creating outreach materials and invoking site engagement and ongoing site management/monitoring for participation in Continuing Medical Education (CME), medical chart reviews, medical record retrieval, health outcomes research studies, risk adjustment, and HEDIS measurements.

●Effectively manage each business unit to maintain effective team resource utilization and productivity.

●Able to assess the climate of client satisfaction to ensure that we are effectively tracking progress of projects to clients’ desired goals/outcome from inception to completion or thru end of SOW.

●Daily Customer Relationship Management (CRM, data management, data mining and monitoring of database systems to ensure data integrity.

●Trained and monitored representatives in the updating of customer records and notifying territory representatives of changes.

●Provide weekly statistics reports via tables and charts in Excel to field staff to ensure goals are being met.

●Focus on increasing Provider engagement to support initiatives to close gaps in their member’s care to ultimately improve Risk Adjustment / CMS Measurements.

IBM – International Business Machines

Atlanta, GA

Sr. Sales Operations Analyst January 2002 – February 2009

Sales Center, Incentives & Commissions

●Researched and processed billing transactions to solve variance discrepancies. Verified invoicing, refunds, duplicate payments, past due and delinquent payments to ensure accurate commissions payments.

●Analyzed revenue and expense data to create various reports used to proactively forecast monthly and quarterly hardware and software sales as well as manage budgets.

●Experienced with large data set analysis (data mining, cleansing, extraction, validation).

●Provided proactive support that resulted in increasing sales facetime by approximately 20%.

●Served as Lead on monthly audits to ensure team compliance and complete, defect free audit, resulting in 100% quarterly compliance rating for team – Self Assessment/ Audit Focal.

●Channeled questions and issues regarding the commission’s process and territory setup/maintenance, resulting in error free territory creations with 98% accuracy of commission’s payout – Territory Build Focal.

●Created training package for education of new business analysts, thereby eliminating the need for external education and resulting in a company savings of approximately $800 per student – Brio Tech Focal.

Quality Analyst January 1997 – December 2001

Customer Service Call Center

●Ensured quality and consistent customer service delivered by Customer Service Reps. Made recommendations for performance improvement to management and service agents.

●Compiled and analyzed performance data and tracked against defined customer service benchmarks of 95% call answer rate and hold times less than 2 minutes.

●Communicated quality standards, procedures, objectives, and performance results monthly via web site, meetings and presentations.

Customer Service Rep/Supervisor December 1992 – December 1996

Customer Service Call Center (Inbound Calls)

●Managed Customer Service Representatives as the Team Lead for an inbound software support team.

●Coached and motivated team members to meet goals and objectives within a defined performance management model, resulting in efficiency of service and 100% Customer Satisfaction Surveys.

●Planned and prepared work schedules in accordance with budgets and workloads via IEX Total View application.

●Reviewed call center statistics to measure staff performance and process efficiency and determine needed improvements.

●Received requests for various software/hardware services, researched problems, and alerted management as needed.

●Trained new employees on software problem determination processes and procedures.

●Assisted in the updating of documentation required to perform the problem determination functions.

Education & Training

Master of Business Administration (MBA) Capella University, Minneapolis, MN

Bachelor of Arts, Business Administration Winston-Salem State University, NC

Continuing Education: Microsoft Access: Tables, Queries, Forms & Reports Kennesaw State University, GA

Technical Skills

Advanced user of Microsoft Word, Excel, PowerPoint, and Outlook

Sales Force, Microsoft Dynamics, Five9 and BRIO Explorer

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