Performance Management Call Center
Resume:
Lisa Modrick
*******@*****.***
Qualification Overview
•Partner with internal department such as WFM to meet deadlines and provide support
•Extensive operational and team management experience in fast paced and stat driven environments
•Manage attendance, schedule adherence, off-phone activities by partnering with WFM as needed
•Performance management, review writing and partnering with HR on employee concerns
•Developed and maintained positive and productive relationships with external/ internal partners
•Develop incentive plans to reinforce efficiency and customer satisfaction goals. Resulting in significant improvement in client satisfaction survey and stat results
•Analyzed and evaluated existing performance management objectives and recommended changes that significantly improved overall center performance
•Interview, Screen resume’s, hire and facilitate new hire Orientation
•Deployment Champion- all things Work from home
•Managed all aspects of call center operations including training, and performance management utilizing metric based approach.
•Work from home champion where I am the point of contact for ordering equipment, keeping track of all equipment for the site, all aspects of deployment from ensuring qualifications are met prior to working form home, to training and inspections.
•Direct, coach and develop a team of up to 25+, conduct phone monitoring and provide positive constructive feedback based on observations
•Thrives in a customer first based retail environment.
•Demonstrated sales and customer service results in a fast-paced environment
•Effective communication skills, being open to feedback and the ability to adapt quickly
Employment History
Bath & body works September 2022- Current PT- Sales and Support Associate
Deliver exceptional in-store shopping experiences
Build a highly satisfied and loyal customer base through engagement, uncovering needs, making product recommendations, and gathering customer information to support continued engagement
Support product replenishment activities that keep the store full and abundant
Assist with floor set execution, window changes, visual presentation and marketing placement as needed
Maintain our values, policies and procedures
CVS Caremark December 2015 - Current FT- Supervisor – Customer Care
•The Supervisor participates and leads process improvements, team building activities and drives employee engagement. Interviewing and hiring new staff members, evaluating, and reviewing employee performance, and directing daily workflow.
•I display strong organizational and interpersonal skills and build rapport quickly with my direct reports, internal and external department, and peers.
Directing daily workflow to ensure that all production and quality goals are met in an ever-changing, fast paced production environment.
- Coaching, motivating, and counseling staff, including administrating disciplinary action when necessary.
- Daily supervision of the staff to ensure that all department and company policies and procedures are followed.
- Analyzing call/performance statistics, work with our internal partners to ensure we have additional agents skilled if needed to assist with meeting our service levels.
- I run a highly effectively team of top performers, being the lead in MPS, AHT And JK over multiple months.
•Managing multiple projects at the same time, Work from home deployment, equipment orders and replacement, & separation instructions.
•Provided team leadership, collaborate, and manage multiple priorities and projects.
Work from home, New Hire Orientation, led the Avaya one x phone set up, to name a few
- Work with strict deadlines and meet with them throughout the month: call monitoring, one-on-ones, Impact to observe agents calls to ensure the member was being put first and policy and procedures were being followed.
Prepared and ran orientation with 35 new hires for four years
- Emphasize customer focused attention to ensure patients are responded to with accurate and timely information, through call monitoring.
- Ensure policy and procedures are being followed to comply with URAC audits, HIPAA and hep to reduce or prevent contractual errors.
Catamaran/Optum May 2015 -December 2015 Account Manager Specialist
•Serves as the primary liaison between Optum Rx and its clients (BAZ, HNHJ, FLHealth Med-D).
•Complete service request to provide internal support to member service and the client for commercial, Medicaid and Med-D.
•Ensure open client request are routed and being worked on by the business area and in a timely manner.
•Supporting client open enrollment process by preparing communication materials and attending open enrollment meetings.
•Following all policies and procedures related to job responsibilities and participating in the development and maintenance of departmental policies and procedures for Client Services, as appropriate
•Assisting in client training for remote system access and reporting.
•Ensuring quick response and follow-up to client inquiries, including returning phone calls and emails within 2 hours and attempted resolution of all issues in less than 48 hours. Follows-up with client within 24 hours after issue resolution.
•Providing regular feedback to management team regarding client requirement status and business development opportunities.
•Maintaining consistent and regular client communication. Preparing quarterly client status briefs, including identification of cost drivers, recommendations for cost savings opportunities, utilization reports, Rx Updates, and Catamaran Rx news. Conducting regular on-site or telephonic client meetings to proactively review client benefits and drug utilization.
Catamaran June 2013- May 2015 Supervisor -Member Service
•Demonstrates the passion and drive necessary to motivate team on a daily basis. Reviews daily performance metrics for each Member and Coordinator Support Staff who are to be held accountable for high productivity and quality service.
•Supervises personnel, including hiring, determining workload, delegating assignments, and initiating corrective or disciplinary actions, including terminations, if necessary.
•Provides assistance and/or on-the-job training.
•Identifies opportunities for continuous process improvement.
•Uses organizational and resource management abilities to meet deadlines for ongoing projects.
•Handles daily work challenges with confidence. Demonstrates the ability and willingness to adjust to multiple demands, shifting priorities.
•Assists and supports documentation and processing of appeals and grievances.
•Supports and performs regular Member Services work during peak demand hours or understaffed situations, as needed.
•Creates innovative and effective incentive programs for the team.
•Supports and enforces the company’s policies and procedures, including workplace safety rules.
•Provide monitoring to ensure service levels are being met. Communicates with Supervisors, Leads, and queues, as necessary, to address immediate staffing needs. Exhibits compliant and ethical behavior in the performance of job responsibilities, including compliance with all applicable federal and state laws and regulations, Catamaran Health Solutions Code of Conduct, Business Ethics Policies and Procedures, and other policies and procedures applicable to position.
Fiserv May 2006- June 2013 Supervisor- Bill Payment Customer Care
•Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action.
•Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance.
•Lead workflow distribution and floor management to ensure service levels are consistently met.
•Recruit by interviewing and making effective hiring recommendations.
•Develop and implement process improvements, and effectively manage change to ensure departmental objectives are met.
•Assist with maintaining forecast and scheduling needs.
•Resolve complex escalated client concerns and disputes.
Additional Prior work experience:
BankOne August 2004 - April 2006 Assistant Manager- Banking
Wells Fargo March 2001- August 2004 Supervisor- Call Center -Auto Finance
Wells Fargo February 1997 - February 2001 Lead – Call Center- Member’s banking
Core Competencies
Lead with Curiosity & Humility
Build High Performing Teams for Today & Tomorrow
Influence & Inspire with Vision & Purpose
Observe, Engage & Connect
Strive to Achieve Operational Excellence
Deliver Business Results
Contact this candidate