Aspiring Operations Analyst with Call Center Leadership Potential
Resume:
Kristan Jasper
Houston, TX *****
************@*****.***
To obtain an entry-level position in your company where I would be able to advance the company and skills.
Willing to relocate: Anywhere
Work Experience
Call Center Manager
JMNCO Collections LLC - Spring, TX
May 2017 to August 2021
• Manage the selection, hiring, training, development, performance assessments and disciplinary actions and coaching for staff.
• Provide direction regarding overall objectives and assignments to assigned team.
• Provide direction to staff for complex/sensitive member and provider inquiries, concerns, complaints, appeals, and grievances.
• Develop and manage relationships with direct reports
• Monitor individual and team internal metrics
• Support 7 day week call operations
• Monitor performance guarantee results as required
• Proactively orients all employees.
• Identifies customer needs and responds to inquiries with knowledgeable and timely responses
• Ensures timely execution of compliance with Cigna standards for all customer types.
• Identifies staff education opportunities and provides proactive training on a continuous basis.
• Manages and promotes customer satisfaction.
• Proactively manages the service requirements of the enterprise.
• Identifies network gaps and recruits qualified employees in accordance with network needs.
• Leads and provides oversight to projects or process improvement initiatives
• Creates strong working relationships with the internal departments involved in claim and call resolution, contract load, and claims audit activities, and monitoring these activities
• Facilitate appropriate meeting participation and follow up activities.
• Facilitates education and discussion on products, quality initiatives, etc. as identified Edgenuity Online Courseware Paraprofessional
Algiers Technology Academy
August 2014 to May 2017
* Facilitated online courses for academic credit recovery, ACT preparation, EOC remediation, extra curricular courses not offered through school curriculum
* Responsible for providing required academic interventions and accommodations
* Work with counselor on maintaining students progress reports and earned credits Branch Manager
Fast Tax
November 2009 to March 2010
* Completed tax returns for customers
* Open and close location
* Print return checks for customers
* Checked all completed returns for accuracy and signatures
* Filed and kept all client paperwork
Accountemps
February 2009 to February 2009
* Prepared audits and discrepancies
* Organized and filed documents
* Scanned and prepared paper work for FEMA audits
Customer Service Representative
Customer Service Representative
August 2007 to June 2008
* Answered incoming calls
* Set appointments for computer repairs and installations
* Provided telephone customer service
Store Opener and Closer
Eye Masters
August 2003 to August 2007
* Payroll preparation
* Developed sales goals for all store team members
* Assisted in hiring and training new crew members
* Maintain Store Inventory
* Assisted with floor, online and phone Sales as well as Customer Service
* Prepared Audits and handle loss prevention procedures Education
College Degree
Xavier University
August 2003 to August 2005
Delgado Community College
August 2002 to May 2005
Faith Christian Academy
August 1998 to May 2002
Skills
• Organization
• Leadership
• Collaboration
• Communication
• Strong Work Ethic
• Adaptability
• Self-Confidence
• Problem Solving
• Handle Pressure
Microsoft Office
• PowerPoint
QuickBooks
• Accounts Payable
• Accounts Receivable
• Tax Experience
• Special Education
• admission advisor
• Payroll
• Salesforce
• Supervising experience
• Sales management
• Mentoring
• Inside sales
• Loss Prevention
• Cold Calling
• Telemarketing
• Teaching
• Conflict management
• Sales
Contact this candidate