Customer Service Delivery Manager Specialist
Resume:
WALLACE L. POWELL JR
PROFILE
Highly motivated, customer service driven agent with a background in management, training, and coaching peers to achieve project and personal goals. I come with more than 5 years of experience recommending business improvements that result in opportunities. Reputable leader ready to evaluate client needs and find solutions that exceed expectations. Considered a focused decision-maker and offering a pleasant personality.
CONTACT
PHONE:
LINKEDIN:
https://www.linkedin.com/in/wallace-powell-62833188/
EMAIL:
*.*****.**@*****.***
ACTIVITIES AND INTERESTS
Family Oriented
Great Food
Binge Watcher
Anime Watcher
Video/Board Games
WORK EXPERIENCE
Case Manager Raleigh, NC
McKesson PANO RemX
11/2021 – 04/2023
Responsibilities: Work with physicians and payers to advocate for product specific coverage per payer specific protocol. Monitor drug coverage policies for multiple payers.
Review case outcomes to analyze and identify payment and denial trends as well as key findings for client reporting. Conduct external research to identify appropriate alternate funding sources for inclusion in the internal resource database for future reference purposes. Effectively respond to escalated issues and complex cases referred from other Reimbursement employees or manufacturer representatives.
Obtain payer specific prior authorization procedures and documentation requirements if applicable and facilitate the prior authorization process for patients and healthcare providers.
Achievements: Successfully built rapports with each doctor’s office and their POC. Successfully built rapport with McKesson reporting leaders for my regions (ADAR’s). Successfully received multiple KUDOS from team members, leaders, and clients for going above and beyond.
Residential Inbound Sales Agent
Charter Communications. Raleigh, NC
11/2020 – 10/2021
Responsibilities: Inbound sales position receiving calls providing quality services to customers across the western region offering all services from Video, Voice, Internet, & Mobile. This also includes any accessories for video capabilities (apple tv, roku tv, etc), mobile capabilities (apple watches, ipads, cases, etc). Follow a uniquely designed call flow to ensure each customer receives same quality services. Route any calls to other departments depending on service needs.
Achievements: Successfully made VIP in the months of April 2021 – May 2021, & July 2021.
Service Delivery Manager
Exela Enterprise Solutions Inc, New York, NY
12/2016 – 07/2020
Responsibilities: Oversaw 14 employees across 2 locations (NYC/Florida), Improved staff performance through training, attention to detail and empathetic problem-solving methods while following company guidelines. Gathered analytical data populated from H-360 based on standard KPI metrics and provided Bi-weekly, monthly, and quarterly reports. Collaborated with business executives to discuss and understand IT problems negatively affecting operations. Provided team assessments semi-annually based on daily activities, customer interactions, and survey feedbacks. Approved time and vacation based on structure operational breakdown.
Achievements: Successfully achieved above 94% service excellence in survey reviews. Consistently achieved above 98% compliance against our SLA’s. Acknowledged as Service Matter Expert for office start-ups, Implementations, and tour guide. Collaborated with Exela Technology Specialists to redesign the KPI’s specific to colleague expectations. Successfully implemented team building exercises to enhance team moral. Successfully maintained favorable budget of 64K/year. Created work instructions and phone etiquette guides for employees to better service colleagues.
Office Services Team Lead – All Services
PwC/Novitex Enterprise Solutions Stamford, CT
11/2015 – 12/2016
Responsibilities: Oversaw a multi-functioning operation with a team of 4. Improved team productivity through multiple cross training areas (reception, guest services, and workplace services across 4 sites (NYC, Stamford, Melville, and Florham Park). Met with the OSM weekly to discuss upcoming projects and national initiatives. Conduct monthly walks with OSM to ensure proper maintenance based on determined scorecard metrics. Provided scorecard metrics monthly to senior operation manager. Created/Deactivated badges for new hires and separated employees based on peoplesoft software. Provided weekly peoplesoft updates to customer and internal team to effectively manage mail/folder distributions, file drawer utilization and records management. Worked closely with team members to deliver project requirements, develop solutions, and meet deadlines.
Achievements: Successfully created a system via excel to track inventory and supply spending. Trusted as badge creator/operator by OSM. Supported and collaborated on National site projects (file drawer auditing, office densification, resident hotelers and workspace conversions to shared mobile workstations and office moves. Performed site evaluations, customer surveys, and team audits. Improved customer satisfaction by finding creative solutions to problems. Earned reputation for good attendance and hard work. Provided excellent service and attention to customers when face-to-face or through phone conversations. Recognized by management for providing exceptional customer service.
Experienced Team Lead
PwC/FSO New York, NY
11/2013 – 10/2015
Responsibilities: Provided detailed monthly departmental reports and updates to senior management. Proactively addressed negative customer feedback immediately and resolved customer inquiries. Produced print/scanned/copy jobs externally and internally for client deliverables (ie: Tax Returns, Financial reports, and presentations using coverbind materials).
Achievements: Successfully monitored the daily activities of 4 customer support teams (25 employees) across 3 shifts.
Developed/implemented and monitored value add programs to maximize customer satisfaction. Effectively communicated with team members 1-on-1 or in team huddles to define and establish expectations. Developed good rapport with shareholders and clients by handling difficult issues with professionalism, consistency, and follow-up. Recognized by management for providing exceptional customer service.
EDUCATION
Fannie Lou Hamer Freedom HS / Bronx, NY
June 2006
Certificates:
Small Business Management and Entrepreneurship (Undergraduate)
KEY SKILLS AND CHARACTERISTICS
MS Office Suite
Excellent listener
Friendly, courteous, and service oriented
Poised under pressure.
Staff Training & Coaching
Solid written and verbal communicator
WPM: 70
Leadership
Organization
Meeting & Events
Payroll
Guest Services
Postage Meters
Reprographics
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