Customer Service Call Center
Resume:
Ms. Charmin (Charlie) Turner
Kansas City, Missouri 64118
************.**@*****.***
Maximus (TriWest) 09/22 to present
Remote - Kansas City, Missouri Supervisor
●Coach and develop agents to ensure all SLA’s are met
●Conduct weekly Quality Audits
●Complete escalations to ensure there are no delays in Veterans healthcare
●Conduct bi-weekly huddles to provide update information and support
●Conduct bi-weekly side by side coaching’s with agents to provide support and develop areas of opportunities
●Manage multiple chat channels to provide real time support
●Evaluate agent’s job performance and identify training needs
●Bi-weekly Goal Matrix meetings with the client to present teams’ performance, discuss root cause of outliers and current steps taken to improve all outliers
●Identify areas of opportunity, search for the root cause and tailor plans of improvement to ensure agents are meeting SLA’s.
●Identify the need for Standard Operating Procedures and create job aids when necessary
●Ensure exceptions or shift interruptions are reported in Verint timely for CSR’s adherence
●Keep coaching logs, quality tracker, attendance tracker and exception logs up-to-date daily
●Run daily metric reports in Tableau
●Meet with Manager weekly to discuss team metrics and things that have been implemented to assist those not meeting the expectation
●Create process improvement plans/smart plans when needed
●Manage 2 different systems. The clients computer system and my employers computer system.
●Continuous self-improvement courses through Percipio learning weekly
●Continue to look for ways to ensure morale is high by incorporating the “Fish Philosophy”
●Support and ensure company policies are followed
●My team has held the highest metrics for the past 6 months
Maximus (VISN 7) 3/22 to 07/22
Remote – Kansas City, Missouri Operations Manager
●Oversee the daily operations of the call center to ensure performance SLA’s are met
●Oversee both MSA and RN Supervisors and Agents
●Ensured all processes and procedures were followed with RN’s using the Telephone Triage Protocols for Nurses eBook
●Evaluate training opportunities and worked with Quality and Training to provide uptraining when applicable to ensure staff maintains current knowledge for the success of their roles
●Create Standard Operating Procedures and Job Aids for processes
●Run Call Capture Reports and Nurse Triage Notes in Salesforce twice daily and emailed reports to client email distros for all 8 VA sites in VISN 7
●Had open lines of communication with the Project Director to provide updates with any issues concerning quality, training, performance and areas of opportunity
●Create Job Requisitions for open positions
●Worked with Finance to rectify billable hour invoices weekly
●Identifying and resolving issues with employees and agencies
●Ensured policies and procedures were followed
●Conducted interviews for open positions
●Monitor and evaluate performance and write corrective action when applicable
●Passed VA security clearance needed for position and obtained PIV card
●Continue education through Percipio to continue my growth and development
Maximus 10/19 to 3/22
Remote - Kansas City, Missouri Supervisor
●Coach and develop agents to ensure all SLA’s are met
●Conduct weekly Quality Audits
●Conduct weekly huddles to provide update information and support
●Conduct weekly side by side coaching’s with agents to provide support and develop areas of opportunities
●Evaluate agent’s job performance and identify training needs
●Assume leadership responsibilities ensuring Service Level Agreements and goals are met
●Report daily call drivers
●Run performance reports and share when applicable daily with my team
●Attend monthly QA calibration meetings to learn and ensure Quality Audits were being performed in alignment with Service Level Agreement and with the Quality team
●Selected to oversee Fraud Triage team for North Carolina Unemployment Insurance
●Ranked in the Top 10 of my peers several months in a row for team performance
●Held monthly drawings with entries from top performers to boost morale
●Continuous self-improvement courses through Percipio learning weekly
Aerotek 5/19 to 10/19
Kansas City, Missouri Supervisor
●Coach and develop my team to meet the expectations of Quality and Adherence
●Conduct weekly Quality Audits
●Kept track of attendance
●Submitted nightly attendance reports
●Held weekly huddles
●Created Quality awards to boost morale
●Assisted Veterans and Providers on escalation calls
●Submitted Return Reviews for the VA when appropriate to do so
●Granted Grace Period Extensions when applicable
●Submitted escalations to PSR Team Leads Supervisors, CAS Supervisors when applicable
Geico 3/19 to 5/19
Lenexa, Kansas Licensed Sales
●Sold Rental, Homeowners, Jewelers Mutual and Identity Theft Insurance to incoming callers
●Licensed and appointed in 27 States
Lyon County Treasurer 10/17- 02/19
Emporia, Kansas Account Clerk
• Customer Service – Title and Register Motor Vehicles, renew vehicles and process refunds
• Check titles for accuracy, check insurance to make sure VIN number is correct and insurance is current.
• Balance money drawer at the end of the day
• Run daily balance reports
• Balance all clerk’s drawers from previous business day
• Run reports for balancing the Motor Vehicle Department from the previous business day.
• Process mail and web renewals
• Answer phone calls
Mercy Hospital 11/16 to 9/17
Springfield, Missouri Finance Dept.
• Help assist consumers enroll in the Affordable Care Act
• Keep track of number of enrollee’s, provided education and handed out informational material
• Filed monthly status reports regarding number of consumers assisted, enrolled, length of time spent,
Information provided to each consumer
• Attend public events to provide information and answer questions regarding the Affordable Care Act
• Screened patients for Affordable Care Act eligibility
• Screened patients for Medicaid eligibility
• Documented in patients charts regarding eligibility
Expedia/Hotels.com 11/10 to 8/16
Springfield, Missouri EVC Coordinator
• International Credit Card Disputes – Researched booking numbers to see if overcharges made to EVC were previously authorized
• Researched for notes in Voyager regarding overcharges
• Built Salesforce case when needed to dispute overcharges to the EVC card
• Contacted our global partner hotels via email and phone to request refunds to EVC card
• When refund had not posted within 7 days, transferred overcharges to chargebacks
• Looked and submitted process improvements when necessary
Expedia/Hotels.com July-Sept 2013-2015
Springfield, Missouri Interim Supervisor
• Assisted in training of the Summer Temp Team each year
• Reviewed resumes and conducted interviews
• Oversaw 10-12 team members
• Met with each member on my team weekly to go over their metrics and QA
• Gave direction to help them be successful
• Organized and held weekly team meetings
• Met with my Manager weekly to discuss productivity and QA of my team members
• Conducted interviews for the temp team I oversaw
• Maintained temp employee records
While at Expedia/Hotels.com I assisted in creating permanent Lead Positions in Financial Operations. Temporary Leads were rotated every 6 months through an application and interview process. After presenting to Management, approval was awarded, and new permanent positions were created.
Created job description
Created minimum qualifications
Created Bell graph to show financial impact
Created benefit graph of permanent leads
Shawnee County Treasurer 4/07 to 4/10
Topeka, Kansas Office Manager
• Supervised 10 Account Clerks on a daily basis
• Ensured clerks drawers balanced for both Motor Vehicle and Treasurer’s daily
• Ran end of day reports
• Ensured Kansas statues were being followed regarding Motor Vehicle
• Ensured office ran according to County and Union guidelines
• When necessary, made disciplinary decisions and carried out action according to County and Union policy
• Completed and presented yearly reviews
• Conducted interviews for Account Clerk positions
• Maintained employee records
• Prepared daily work to be transported to Courthouse via courier every morning
• Checked customer’s waiting with title work to ensure they had all proper documents while waiting and completed send out form when needed providing the customer with a list of documents needed to complete their transaction
• Oversaw Military property tax exemption files to ensure all documents needed were up to date and completed properly per Kansas statue
Awards
Maximus Customer Service Appreciation Award – October 2021
●I was nominated by a Senior Call Center Manager. I was 1 of 25 chosen from over 300 nominees.
●Volunteered to help judge nominations for Customer Service Appreciation week.
●Attended and participated in monthly Diversity Equity Inclusion group meetings.
United Way Certificate of Appreciation – 2007,2008 and 2009
Organized and participated in fundraising each October for the United Way
Contact this candidate