Call Center Team Lead

Telson Oshodin

*** ****** ***** **. ******* FL **594 813-***-**** *************@***.***

Objective

A driven energetic individual looking for the opportunity to grow at a company which will utilize my leadership and interpersonal skills.

Experience

TEAM LEAD (SUPERVISOR) CONCENTRIX JUL. 2024 – DEC. 2024

·Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements

·Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly

·Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment

·Communicate expectations to employees and provide timely updates

·Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations

ROUTE COORDINATOR ACCELERATED WASTE AUG. 2023 – NOV. 2023

·Record Staff in each truck/route daily by ensuring Schedule Notes are Accurate.

·Ensuring we are on track to complete what we said, and communicating with Customers if jobs need to be rescheduled.

·Digitalize Booking: covert all corporate bookings, Monitor Dispatch Email, Monitor Reception HQ, and Monitor My Cloud Messenger.

·Review jobs as they are completed, ensure the necessary information is documented, update any necessary notes, and enter charges for each job once completed.

·Call Customers after service to Collect Credit Card Payment over the Phone when necessary.

·Complete KPI data entry and analysis – Labor, Disposal, Gas, and Supplies.

MEDICARE SALES REPRESENTATIVE TOGETHER HEALTH; RATE QUOTE; TZ INSURANCE JULY 2022 – AUG. 2023

·Explained Medicare Advantage plan coverage, including drug coverage and supplemental benefits such as dental, vison, and hearing care.

·Utilize necessary resources and navigate systems efficiently to perform cost/plan analysis and demonstrate an ability to provide prospective members with a recommendation best suited for caller’s individual needs that is consistent with product/plan benefits.

·Educate Medicare-eligible individuals while adhering to company policies, National Association of Insurance Commissioners (NAIC) guidelines and CMS regulations.

SENIOR TRUSTED REFEREE ID.ME JUN. 2021 – APR. 2022

·Completing weekly and targeted agent audits

·Recording attendance, answering questions from agents, and taking escalated calls

·Provide timely, accurate, and efficient service to our customers via email and/or video chat

·Work with other customers to troubleshoot verification issues and provide a working solution

·Verify 2500+ weekly member identifications and follow verification procedures

·Assist in documentation and playbook updates as necessary

TEAM LEAD, MEMBER SERVICE REP ANTHEM INC NOV. 2019 – MAR. 2021

·Peer driven assistance answering questions, providing ongoing coaching opportunities, and inspiration ensuring understand to meet expectations.

·Supervisor escalation calls to accurately resolve customer issues, concerns, and complaints.

·50+ calls per day to handle customer inquiries, solving problems and providing new product information.

TRAINER, INTERNAL SUPPORT GROUP GDIT JAN. 2015 – FEB. 2019

·Facilitated large classes (30+) for Contact Center Customer Service Representative for both Medicare and Marketplace new hire and product advancements.

·Conduct quality assurance audits and provide direct feedback on behavior and performance

·Complete detailed reports listing requests for technical assistance and steps taken to resolve issue.

·Profile directory created, and maintained, password issues, system updates, and setup new stations.

·Talk agents through a series of actions to help set up systems and/or resolve computer issues.

Education

BACHELOR OF SCIENCE 2005 DEVRY UNIVERSITY

Major: Business Information Systems

HIGH SCHOOL DIPLOMA 2002 TAMPA BAY TECHNICAL

Major: Accounting Operations

Minor: PC Support: Hardware & Software

Skills & Abilities

·Leadership

·Communication

·Team Management

·Organization

·Highly motivational Team Player

·High proficiency with MS Office Suite

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