Customer Service Supervisor

Toia D. Kelley

*** ******* ****. ********, **** 614-***-**** *******@*****.***

Facility Source

Customer Service Supervisor

• Supervise a team with up to 14 associates

• Maintain departmental and team performance goals, productivity and quality.

• Evaluates the performance of assigned staff and completes the Performance Appraisal forms.

• Documents and provides timely feedback regarding concerns received about staff’s behavior or job performance

• Schedule and conduct monthly team meetings

• Screen, interview and recruit potential employees

Medco Health Solutions

Medicare Compliance & Grievance Caseworker

• Maintain knowledge of continuously changing federal regulatory requirements for Medicare making sure to meet federal regulations

• Liaising with clients, and members in order to screen and reference members to meet all Medicare requirements.

• Building and maintaining relationships with members and clients

• Report progress to managers and highlight any issues or areas of concern and offering workable solutions or new ideas

• Ensures appropriate staffing needs are maintained in all areas of the department.

Medco Health Solutions

Customer Service Supervisor

• Built a team that effectively supported client programs, products and services

• Supervised a team with up to 25 associates

• Collaborated with department supervisors to develop, coach and motivate the agents to ensure maximum performance

• Proactively identified opportunities that benefited both the customers and company

• Screened, interviewed and recruited potential employees

• Maintained talk/wrap time, service, data to ensure performance adherence administrating Corrective Action and Performance Improvement

• Implemented a system and call scripts to aid the efficient management of call volume

Alliance Data

Customer Service Supervisor

• Lead workflow distribution and floor management to ensure service levels were satisfied.

• Administered performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plan

• Supervised a team with up to 20 associates

• Created job aids as needed to assist improving sales retention/enrollments

• Reviewed call center statistics to measure staff performance and the need for improvement

• Communicated and maintain departmental performance goals

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