Patrice Turner

**** *********

Unit *

Sterling Heights, Michigan 48312

248-***-****

adx2rn@r.postjobfree.com

Objective

To obtain a career in a business environment utilizing my acquired skills in management and customer service

Work Experience

Team Manager

12/2014- present Concentrix, Farmington Hills, MI

Provide leadership and guidance to customer service representatives to promote the achievement of the Ford-Lincoln Certified Pre-Owned (CPO) program objectives. Delivery of service to contracted clients (Ford, Lincoln, and Mazda dealerships in the US and Canada). supervise day to day operations of Call Center staff and services provided to ensure efficient, fiscally responsible and customer responsive operations. Ensure that all staff are adequately trained to effectively perform their required responsibilities and provided with an overview of the Call Center performance goals and objectives through regular communications. Effectively organizes training materials for new employees. Perform quality reviews on referral/prior authorization work and recorded telephone calls. Manage call center call data and phone data reports. Participate in process and procedure development. Work 1:1 with call center team members to ensure quality of work. Manage all internal and external complaints and compiles data to provide monthly reports. Ensures efficient and effective scheduling for the call center representatives and maintain Time & Attendance through Workday and eStart programs and coordinate timekeeping and time-off requests. Fill in as call center representative when needed, evaluate the performance of call center representatives, recommend merit increases, promotions and disciplinary actions. Attend required internal and external meetings, performs other duties as assigned. Assisted with implementation of Ford Blue Advantage (FBA) program and Online Certification program.

Call Center Operations Supervisor

10/2009- 11/2014 Health Alliance Plan, Detroit, MI

Supervised, developed, coordinated, and controlled all workflow activities in the Client Services Department (which included, phone monitoring, scheduling staff, Payroll, and adjudicating the phone queue assignment schedule based on trends to maximize the efficiency of the call center productivity). Ensured compliance with Health Maintenance Organization (HMO) and other regulatory agency guidelines, such as NCQA. Maintained quality control within Customer Services based on live monitoring of calls, member feedback via letters, phone, e-mail, HAP’s website, member survey cards, and quality audits. Evaluated employee performance, initiated appropriate coaching and developing and implemented disciplinary action within bargain employee’s (Union) guidelines. Developed the Call Center Statistical Analysis Reports on a daily/monthly/annual basis. Assisted and/or handled member complaints received through the President’s Office, Board of Directors, Media, Insurance Bureau, or the Department of Public Health ensuring a focus of customer satisfaction in complaint resolution.

Call Center Supervisor

11/2006 - 5/2009 Wage Works, Troy, MI

Supervised 25 Customer Service Representatives in a high volume call center to ensure service levels and client satisfaction, high call completion and accuracy of information as a result of proper training and coaching, Developed and implemented performance improvement plan to improve quality and performance, Provided leadership and management performance to achieve a range of service and operational goals in Health Savings Accounts (HSA), Health Retirement Accounts (HRA), Flexible Spending Accounts (FSA), and commuter products, Interviewed potential Customer Service Representatives, Took escalations and questions for Customer Service Representatives, Established, monitored, coached, and provided daily, weekly, and monthly feedback regarding performance against required individual goal achievement, Resolved Team Member issues/problems, Communicated and managed expectations for quality and accuracy of work, as well as key productivity metrics associated with service levels achievements, Monitored schedule adherence and attendance to ensure compliance with company standards, Provided motivation, leadership, and role model expected behaviors in areas of job performance, work ethic standards, self-management and employee empowerment, Maintained a high level of product, process, and competitive knowledge, Prepared and gave formal written performance appraisals to direct reports using Halogen E-Appraisal performance management system, managed the time keeping, payroll, and scheduling of employees as needed.

Dependent Audit Team Leader

5/2006 - 10/2006 Budco (Kelly Services), Highland Park, MI

Monitored and adjusted Blue Pumpkin for call center staffing needs, Performed service observes and gave feedback within 48 hours of call, Eligibility and program processing expert, Data entered necessary status in the agent productivity and quality report, Posted daily, weekly, and monthly status and time and attendance, Monitored CMS/Center Vu for service level and occupancy, Utilized Rapid Action Plan for service level as required, Answered questions from agents, Took escalated calls, Reviewed and resolved status change requests/auditing errors, Reviewed call tracking sheets for accuracy, Accountable for Counseling, coaching, and development skills of all agents under my leadership, Conducted one on one with agents monthly, adjudicated claims, Quality assured accounts for auditing team, Knowledge of HIPAA.

Guest Experience Team Leader

6/2004 - 4/2006 Target, Waterford, MI

Provided exceptional guest service to customers, Managed front lane team members, Arranged schedules, Provided coach and counseling, Provided daily direction to team members, Provided conflict resolution and feedback to guest and team members, Managed funds for store, Set store Plano grams, Wrote and distributed job performance reviews to front lane team members, Provided leadership and managed performance to achieve sales of Target Visa/Target “Red Card” and interviewed potential candidates.

Redemption Analyst

11/2002 - 11/2003 Credit Acceptance Corp., Southfield, MI

Negotiated the redemption/reinstatement amount, coordinated payment arrangements and the release of a vehicle, ensured proper documentation for updating an account, reinstated the accounts for front-end collections, and handled voluntary and abandoned vehicle calls for the United States and Canada using the dialer.

Team Leader

1/2000 - 7/2002 Edcor, Pontiac, MI

Monitored, evaluated, and presented potential solutions to Upper Management, Resolved escalated issues on both the team and client level, Implemented new client, Handled irate calls or any other calls that requested additional assistance from an employee or client personnel, Accountable for the quality and quantity of work carried out by 45 staff members, Provided goals and daily direction, Utilized Director Software to ensure inbound calls are answered within acceptable service levels and are handled correctly, Provided on the job training and coaching to keep staff motivated and current on both internal and external jobs, Coordinated scheduling and staffing needs, Participated in conference calls with clients to discuss new and unresolved issues, Managed internal ISO 9001 audits to ensure compliance, Created and managed the client monthly calendars and updated boards daily, Completed daily statistics for team.

Education

Michigan State University, East Lansing, Michigan

Bachelor's Degree in English. Studied a semester in London, England studying Linguistics, British History, and British Law.

Skills

Organization and management skills to work from home or in an office setting, Ability to maintain productivity under pressure and to multi-task effectively, Superior coaching, Leadership and Interpersonal skills, knowledge in a variety of call center duties such as Work Force Management (WFM), payroll, and quality auditing, AS400, 3270, Cisco Call Management, Right Now Technology CRM System, Halogen E-Appraisal Performance Management System, Openscape, CMS/Center VU, Avaya, Omni, Witness, Impact 360/Verint, Blue Pumpkin, WFM Wizard, PeopleSoft, Workday, eStart/IEX, ADP Processing, Pega Rules Process, JIRA, QuickConnect, Salesforce, and Microsoft Office.

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