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Contact Center Manager Resume Example

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CONTACT CENTER MANAGER
Education
Bachelor of Arts: : General Studies/Humanities, 05/2008Southern University Of New Orleans - New Orleans, LA
  • Graduated cum laude
  • Member of Zeta Phi Beta Sorority Inc.
  • Continuing education in Lean Six Sigma in Healthcare Green Belt
  • Continuing education in Lean Six Sigma
Skills
  • Customer support
  • Reporting analysis
  • Problem-solving skills
  • Performance improvement
  • Call center operations
  • Verbal and written communication
  • Complaint resolution
  • Proficient in Excel
  • Client communication
  • Customer Relationship Management
  • Microsoft Office
  • Lean Six Sigma methodology
Professional Summary

Successful Operations Manager with more than 20 years of operations experience. Skilled in coaching and developing staff and driving productivity and performance. Also skilled in identifying and targeting client and business partner needs and delivering customized solutions and hands-on support. Offering proven history of success within call center and operations environments by continuously surpassing goals while complying with company standards and mission.

Work History
Contact Center Manager, 08/2019 to 10/2020
TriWest Healthcare Alliance Telecommute, La - Harahan, LA
  • Managed remote and onsite teams totaling 4 supervisors, 9 Team Leads, 105 Patient Service Representatives.
  • Hired, managed, developed and trained staff, conducted performance reviews and administered salaries for staff.
  • Implemented incentives, rewards and team-building events to boost morale.
  • Managed a specialized provider services project team dedicated to provider credentialing and update requests.
  • Managed a specialized team dedicated to managing the relationship of high profile/key providers and healthcare partners, problem solving/conflict resolution, research, performance analysis/deep dives, identifying gaps in processes and performance and making improvement recommendations to leadership team.
  • Managed Inbound and Outbound Contact Center performance outcomes; identified opportunities for process improvement and resolved issues negatively impacting performance and customer/client experience.
  • Implemented efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel.
  • Used reports to conduct performance analysis which was used to provided feedback and process improvement recommendations to the Executive Leadership Team.
  • Generated performance and client reports with Tableau and CareRadius to monitor quality assurance, contractual service level agreements and overall performance.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Coordinated and facilitated monthly partnership meetings with client, healthcare providers and leadership team.
  • Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
  • Established strong provider and client partnerships by providing education, resolving issues timely and being transparent.
  • Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Produced high-quality documents, spreadsheets and presentations for internal use and external client/business partner needs using CRM, CareRadius, Excel and SharePoint.
PSR/Escalations Team Supervisor , 06/2016 to 08/2019
TriWest Healthcare Alliance - Harahan, La.
  • Facilitated monthly partnership meetings with VAMC leadership partners and key providers to discuss processes, support and any concerns.
  • Worked promptly and efficiently with other departments to resolve VAMC, veteran and provider escalated issues.
  • Resolve provider credentialing and claims issues.
  • Education to providers on credentialing/network requirements.
  • Performance Analysis using Lean Six Sigma data analysis strategy.
  • Developed, recommended and implemented measures to improve productivity, performance, quality and career path for staff members.
  • Supervised a team of 24 Patient Service Representatives and 2 Team Leads.
  • Provide coaching and evaluations to staff.
  • Ensure PSRS are in compliance with company processes, guidelines and contractual standards.
  • Audited recorded calls and authorizations for quality assurance. .
  • Managed inventory and performance to ensure performance metrics are met.
  • Analyze and research authorizations for problem resolution and to identify educational and coaching opportunities.
  • Conduct drill-downs to determine root causes of performance results, escalated issues, missed opportunities, etc.
  • Maintain internal cross-functional partnerships, to enhance performance, business strategies, processes, and best practices.
Center Manager, 01/2014 to 01/2016
Advance America - New Orleans, La.
  • Managed staff of customer service sales reps, monitoring day to day customer facing operations, phone calls and letters.
  • Ensure compliance with Federal, State, and local laws.
  • Recruiting, hiring, training, evaluating and developing staff.
  • Devised, deployed and monitored processes to boost long-term business success and increase profit levels.
  • Established and administered monthly/annual budget with effective controls to prevent decrease in profits, minimize bad debt % and support sustainability objectives.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
  • Improved sales by applying advanced customer service and negotiation abilities, market understanding and knowledge of competition.
  • Led business planning and developed market strategy to increase sales/profits.
  • Built loyal account base and long-term business relationships with customers..
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Resume Overview

Companies Worked For:

  • TriWest Healthcare Alliance Telecommute, La
  • TriWest Healthcare Alliance
  • Advance America

School Attended

  • Southern University Of New Orleans

Job Titles Held:

  • Contact Center Manager
  • PSR/Escalations Team Supervisor
  • Center Manager

Degrees

  • Bachelor of Arts : : General Studies/Humanities , 05/2008

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