NAKOMIS HALIBURTON

CUSTOMER CARE SUPERVISOR

PROFILE

CONTACT

PHONE:

919-***-****

WEBSITE:

Website goes here

EMAIL:

adyl7i@r.postjobfree.com

HOBBIES

Basketball

Reading

Traveling

Writing

EDUCATION

Charlottesville High School

Aug 1986 – June 1990

WORK EXPERIENCE

Humana Mail Order Pharmacy Supervisor

July 2014-Present–

Mentoring/coaching/developing each individual team member to achieve pre-determined goals to include schedule adherence, quality standard minimums, average handle time, note to call ratio, first time resolution, case assignment, reworks, etc.

Reviewing and providing feedback to each agent regarding their daily/weekly/monthly goal achievement.

Posting and reviewing the daily/weekly/monthly team goals achievements.

Posting and reviewing the daily/weekly/monthly team goals achievements.

Managing agent inquiries and escalations and responding to agent questions relating to both client product support and HR, Payroll, Schedule adherence, etc.

Completing all required call assessment requirements to ensure minimum client required quality monitoring standards and coaching and developing agents to minimum required quality score standards

Updating, Tracking and Providing daily/weekly/monthly reports and metrics to Management for agents and team for attendance, productivity, quality and performance.

Completing, Issuing and reviewing disciplinary notices, scheduled performance evaluations, and improvement plans to all team members as necessary and/or as scheduled.

Providing daily supervision and adequate coverage for a 12 hour per day staffed inbound call center

Developing and implementing processes and/or operational improvements to enhance efficiency and effectiveness of operations.

Humana Mail Order Pharmacy Customer Care Representative

July 2011–July 2014

Answering calls concerning customers concerns with their drug insurance or coverage, co-pays

Responds to telephone inquiries and complaints using standard scripts and procedures.

Gathers information, researches/resolves inquiries and logs customer calls regarding benefits, prescriptions, billing, and/or mail orders.

Communicates appropriate options for resolution in a timely manner.

Informs customers about services available and assesses customer needs.

Demonstrates knowledge of company and department policies and procedures.

Complete assignments with a high level of accuracy.

Demonstrates thoroughness and attention to detail.

Focuses on continuous improvement in all aspects of the job.

Exhibits knowledge and application of technical, procedural and operational know-how to get the job done.

Exhibits high level of commitment, initiative and enthusiasm.

All other duties as assigned

Humana Mail Order Pharmacy-

Team Lead June 2012-2014

Responsible for coaching and developing 10-15 team members in all areas of performance including, but not limited to metrics and behaviors related to the patient experience.

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

Document all feedback meetings and coaching/development sessions in appropriate database in a timely manner.

Listen to individual calls and provide ongoing feedback/coaching.

Facilitates discussions with team and other manger/leadership regarding status of weekly/monthly achievement levels of goals to ensure improvement and efficient productivity is achieved.

Ensure team completes all compliance training by established deadline, and provide refresher instruction to the team on a quarterly basis to ensure they are able to follow the correct process that is required by the Client

Write and conduct performance evaluations/reviews.

Manage team issues regarding echo survey rebuttals and overall performance; deliver appropriate as needed to managers.

Interact with cross-functional support groups in order to manage day-to-day operations.

Communicate policy updates and company information through team meetings and one-on-one development sessions.

Golden Living Certified Nursing Assistant

June 2008–May 2011

Providing patient personal hygiene by giving bedpans, urinals, baths backrubs, shampoos, shaves; assisting with travel to the bathroom; helping with showers and baths.

Providing activities of daily living by assisting with serving meals, feeding patients as necessary, ambulating turning, and positioning patients; providing fresh water and nourishment between meals

Providing adjunct care

Maintaining patient stability by checking vital signs and weight; testing urine; recording intake and output information

Providing patient comfort by utilizing resources and materials; transporting patients; answering patients call lights and requests; reporting observations of the patient to nursing supervisor.

Document actions by completing forms, reports, logs, and records

Maintaining work operations by following policies and procedures.

Protects organizations value by keeping patient information confidential

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SKILLS

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