Customer Service Manager

SAN ANTONIO, US, ***** • **************@*****.*** • 210-***-****

TIMOTHY GLOVER

Customer Service Manager

PROFESSIONAL SUMMARY

Customer Service Manager with over 9 years of experience leading teams to enhance customer satisfaction and operational efficiency. Adept in performance management and data analysis, with a proven ability to implement innovative processes for improved outcomes. Passionate about leveraging skills in CRM software and team leadership to drive future success in customer service excellence.

EMPLOYMENT HISTORY

CUSTOMER SERVICE MANAGERFeb 2024 - Present

Tenderheart Health Outcomes

Lead 15 agents, enhance satisfaction by 35%, resolve escalations, manage operations efficiently.

Spearhead call centre team, driving 35% boost in customer satisfaction. Develop KPIs, manage operations, and resolve escalated issues effectively.

MANAGER OF OPERATIONSMar 2021 - Dec 2023

Centene CorporationSan Antonio, TX

Lead 9 supervisors to optimize daily operations and performance, enhancing team efficiency.

Conduct training to elevate leadership skills, fostering professional growth.

Analyze call center metrics, implementing improvements for operational excellence.

Support policy development, ensuring effective procedure implementation.

Collaborate on process changes, boosting quality and satisfaction across stakeholders.

SUPERVISOR, CONTACT CALL CENTERFeb 2018 - Mar 2021

Centene CorporationSan Antonio, TX

Led 18 agents, enhancing service quality through coaching and feedback.

Ensured adherence to policies, maintaining compliance.

Conducted quality checks, upheld high service standards.

Analyzed metrics, identified improvement areas.

Resolved escalated issues, improved customer satisfaction.

PROGRAM SPECIALIST I-SOCIAL WORKERMar 2016 - Feb 2018

Centene Corporation-Sunshine State Health PlanTampa, FL

Educated providers on program components, enhancing service understanding and application.

Guided members with special needs, fostering program compliance and improving health outcomes.

Conducted site visits to clarify medical details, ensuring accurate care plans.

Collaborated on care plans with families and physicians, optimizing patient care.

Coordinated healthcare services, reducing duplication and conserving resources.

EDUCATION

BACHELOR OF SCIENCE HEALTHCARE ADMINISTRATIONJun 2015

University of PhoenixTampa, Florida

SKILLS

Team Leadership (Experienced), Customer Service (Experienced), Performance Management (Experienced), Process Improvement (Experienced), Conflict Resolution (Experienced), Data Analysis (Experienced), CRM Software (Experienced).

LANGUAGES

English (Native).

LINKS

LinkedIn: linkedin.com.

ADDITIONAL INFORMATION

PROFESSIONAL AFFILIATIONS

U.S. Army United States

• Service period: 06/1988 - 06/1992

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