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Call Center Supervisor Resume Example

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CALL CENTER SUPERVISOR
Professional Summary
Experienced SMP Coordinator/SHIP Specialist seeking to apply knowledge of Medicare, and related benefit programs to advance and support Howard County's State Health Insurance Assistance Program (SHIP) and Senior Medicare Patrol (SMP) programs through outreach, education, counseling and assistance to Medicare beneficiaries, family members and caregivers.
Skills

Knowledge of Medicare, medigap, Medicare Plan Finder and related benefit programs

Knowledge of SIRS and NPR systems

Experience presenting public education

Ability to quickly learn and assimilate new information

Understanding of available resources to effectively problem solve for clients and support volunteer counselors 

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Strong working knowledge of Microsoft Suite which includes Word, Excel, Power Point and Publisher

Ability to communicate effectively with diverse audiences

Ability to multi-task and prioritize multiple duties

Experience supporting and training staff and volunteers
Work History
January 2000-August 2007 Call Center Supervisor | Comcast | Millersville, MD Analyzed daily performance reports to coach staff to meet call center standards. Supported staff in handling customer issues, requests and customer escalations. Reviewed daily reports and monitored calls to improve frontline quality and productivity. Acted as call center liaison between Tech Ops and the Call Center. Created and managed frontline development program that helped promote 90% of participants. Managed a wide variety of employee issues, including employee conduct, conflict resolution and performance improvement plans. Maintained employee files, leave and payroll files.
March 2008-September 2012 Office Manager | Home Team Pest Defense | Silver Spring, MD Responsible for overall branch activities including payroll administration, management reports, month end financial close, financial statement variance analysis, accounts receivable, accounts payable and branch deposits. Responsible for answering questions and resolving concerns for internal and external customers. Maintain high level of confidentiality in regards to branch level financials, employees and salaries.
February 2013-July 2015 MAP Generalist | Howard County Government | Columbia, MD Perform intermediate level administrative support work including data entry, document management, capturing and reporting data. Use software to produce various reports, memoranda and notes. Maintain resource information for the Maryland searchable database.
July 2015-Current SMP Coordinator/SHIP Specialist | Howard County Government | Columbia, MD
Education
2013 Associate of Arts: Graphic Design Anne Arundel Community College, Arnold, MD
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Resume Overview

Companies Worked For:

  • Comcast
  • Home Team Pest Defense
  • Howard County Government

School Attended

  • Anne Arundel Community College

Job Titles Held:

  • Call Center Supervisor
  • Office Manager
  • MAP Generalist
  • SMP Coordinator/SHIP Specialist

Degrees

  • Associate of Arts : Graphic Design

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