Dynamic Call Center & Team Leadership Professional

CHARISE MCCLAIN

C : 520-***-****

PROFESSIONAL SUMMARY

Top performing and solutions-driven call center management professional effective at building highly motivated

teams, as well as leading cross-functional teams in a fast-paced environment.

SKILLS

Proficient in Microsoft Office/ Skilled Trainer

Adherence to high customer service standards

Training and Development

Efficient in time management

Leadership

Ability to maintain accuracy and interpret accounts

Emotional Intelligence

Interpersonal Communication

Excellent attention detail

Amazing Client building rapport

Team collaboration

Conflict Resolution expertise

Critical thinker with ability to exercise independent judgement

Effective workflow management

Process improvement specialist

Detailed knowledge of Standard Operating Procedures

Effective problem solver

Positive and effective rapport building with both internal and external customers

Extreme knowledge of basketball and the rules

Referee

Gym manager

ACCOMPLISHMENTS

Won Supervisor of the Quarter award in April and July 2017.

Won Agent of the Year award in 2015.

Drove customer resolution that elevated the site's ranking in the company from #13 to #2 in the enterprise.

WORK HISTORY

City of Mesa Sports, 02/2021-Present (PART TIME)

Referree/Promoted to Gym manager

Gym manager job duties:

Accomplishes department objectives by managing staff; planning and evaluating department activities.

Maintains staff by training all employees.

Ensures a safe, secure, and legal work environment.

Develops personal growth opportunities.

Accomplishes staff results by communicating job expectations, planning, monitoring, and appraising job results.

Coaches, counsels, and disciplines employees.

Develops, coordinates, and enforces systems, policies, procedures, and productivity standards.

Defines objectives, identifies, and evaluates trends and options, chooses a course of action, and evaluates outcomes.

Maintains quality service by enforcing quality and customer service standards, analyzing, and resolving quality and customer service problems, and recommending system improvements.

Contributes to team effort by accomplishing related results as needed.

Referee Job duties:

Enforces the rules of the game.

excellent verbal communication skills.

Control the game in co-operation with the assistant referees.

Acts as timekeeper and keep a record of the match.

Educated the players after questionable calls.

Takes disciplinary action against player, guilty of caution-able and sending-off offenses.

Technical Support Call Center Supervisor, 05/2016 to 05/2022

Asurion – Phoenix, AZ

Managed teams of 12-15 technical support professionals.

Interviewed and trained Technical Support Reps and Lead Technicians.

Generated and monitored reports to ensure quality and service levels were maintained and deficiencies were identified and repaired.

Coached associates by giving recognition for achieved milestones, discussing any areas of improvement,

goal setting, holding them accountable and engaging in tough conversations.

Provided support for escalated wireless customer technical concerns.

Fostered a strong, trusting, and fun work environment that produced performing reps.

Reimbursement Specialist, 7/2014 to 02/2016

McKesson Healthcare – Scottsdale, AZ

Verification of Insurance Benefits and Authorizations outbound calls to various Insurance Companies.

Medicare, Medicaid, Tricare most major companies Obtaining / verifying amounts that would be covered

Deductible, Out of Pocket and Copayments.

Required for processing Pharmacy Claims Data Entry Patient demographic information Maintained High

volume of cases daily quota, fast-paced environment.

Customer Care Coordinator, 09/2010 to 05/2014

Magellan Health Services – Phoenix, AZ

Handled a high volume of both inbound and outbound calls to medical and insurance providers, as well as

members for denial and approvals of medical studies.

Maintained contact with doctors and members for case resolution.

Resolved customer administrative concerns as the first line of contact.

EDUCATION

Bachelor's: Business Management, 09/17

Rio Salado College - Phoenix, AZ

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