Monica Curley

**** * ******* **** #***, Las Vegas, NV 89118

Phone: 310-***-****, E-Mail: adyp10@r.postjobfree.com

https://www.linkedin.com/in/monica-lynn-curley-7185975a/

Call Centre Supervisor – Growth Catalyst Powerful Strategist Quality Assurance Team Leadership

An accomplished and business savvy professional with robust experience acquired over the years in delivering optimal results & business value in high-growth environments and establishing key relationships with business segments. Dynamic, versatile, and detailed-oriented leader with comprehensive experience in managing performance, productivity, and quality of the Call Center Team. Skilled in improving team performance on customer service metrics and SLA delivery. Ensure a friendly and motivating work environment. Act as a liaison for routine requests within and outside of the department. Demonstrate the ability to motivate teams and coach underperforming individuals into management potential. Adept at developing and implementing process improvements to drive company growth and technical innovation. Perform coaching and progressive discipline in partnership with project leadership and HR. Develop performance goals and objectives for staff, and monitor achievement of those goals. Monitor calls of the team to ensure that regulations and compliance are met as well as State standards for quality and customer service. Minimize interruptions for office team members by screening incoming calls and visitors, offered departmental administrative support. A strong work ethic and the ability to effectively handle pressure without compromising quality service. Exceptional communication, presentation & interpersonal skills with proficiency at grasping new concepts quickly and utilizing the same in a productive manner.

~ Evaluated front-line staff performance and write and administer effective formal performance appraisals ~

~ Maintained overall 95% adherence in Quality (90%); and 96% overall adherence (93%) ~

~ Provided recommendations for improving the work team or department’s performance, efficiency, or

workflow ~

Skill Areas: Strategic Planning Call Center Operations Quality Control Customer Relations Project Management Business Development Process Improvement P & L Management Strong Interpersonal Skills Competitive Analysis Analytical Skills Team Management Communications Critical Thinking Systems Analysis Problem Solving Time Management Attention to Detail Client Relationship Management Innovation Leadership Management Skills

PROFESSIONAL EXPERIENCE

Maximus (Jan 2022 – Till Date)

Call Center Supervisor

Manage functions pertaining to overseeing a team of 20-25 agents daily operations, ensuring adherence to quality standards deadlines, and proper procedures

Motivate and develop employees with innovative recognition techniques to ensure individual and team performance expectations are met

Monitor performance against KPIs established internally or by the clients maintaining a 97% overall adherence in attendance (95%)

Meet with direct reports on a weekly basis to discuss current metrics and identify opportunities for improvement opportunities

Prepare reports and analyze data to assist management as they determine call center goals

Maximus (Feb 2021 – Dec 2021)

Team Lead

Responsible for answering the incoming calls, e-mails, chats and make outbound calls regarding PUA claims

Assist supervisor in quality assurance review; act a role model to enable success in all aspects of team and individual performance

Identify trends and recommend problem prevention strategies for department consideration

Recognize opportunities for improvement of procedures and processes and recommend solutions

Provide technical guidance to improve the performance of CSRs based on monitoring and the outcomes of the quality assurance process

Identify trends in department workflow and in the accuracy of the department’s work

GW Communication Solutions, LLC (Jul 2020 – Aug 2020)

Project Consultant/Administrative Assistant to VP Of Engineering/Marketing

Pioneered the efforts across handling the entire gamut of functions pertaining to determining the scope of projects via consultation and investigation

Analyzed the strengths, weaknesses, and risks of existing project plans, as well as recommending improvements

Performed cost calculations and coordinating budgets with financial departments

Collaborated across departments to set realistic project targets and timeframes

Provided guidance and monitoring the progress made with each project stage

Facilitated suitable interventions to prevent costly delays

PRIOR EMPLOYMENT DETAILS

Alight Solutions Oct 2018 – Sept 2019

Call Center Specialist

Advance Insurance and Benefits Jul 2017 – Jun 2018

Receptionist/Customer Service Representative/Administrative Assistant

Williams Sonoma, Inc Aug 2015 – Jul 2017

Training Specialist/Supervisor

Insurance Broker/Agent Apr 2012 – Aug 2015

Progen, Inc Aug 1998 – May 2012

Clinical Technician/ Office Manager/Administrative Assistant

RxAmerica

Prior Authorization Pharmacy Technician OCT 1996 – AUG 1998

FHP, INC

Prior Authorization Pharmacy Technician MAY 1995 – OCT 1996

PROFESSIONAL DEVELOPMENT & CREDENTIALS

BS-BA Walden University Aug 2021

MBA – PROJECT MANAGEMENT Walden University Aug 2023

Technical Skills: Microsoft Office Suite and Internet

Licenses: Life, Accident & Health

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