Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products. Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Offering excellent communication and good judgment. Experienced with over 20+ years of experience in customer service and train . Excellent reputation for resolving problems and improving customer satisfaction.
Skills
Staff Management
Sales and marketing
Complaint resolution
Staffing and scheduling
Staff training and development
Cultural Awareness
Attention to Detail
Organization and Time Management
Policies and procedures
POS systems operations
Goals and performance
Relationship building and management
Till counting
Team Player
Leadership
Problem-Solving
Work History
09/2016 to 12/2019
Contact Center SupervisorAccenture – Rapid City, SD,
Contact Center Supervisor assists Contact Center Manager in ongoing development of contact center and supports management of team of Customer Service Associates (I and II) as well as day-to-day contact center activities. Primary responsibilities include overall leadership for Customer Service Associates (with support from Senior Customer Service Associate), ongoing hiring, training and coaching, etc. Worked with several groups within Exact Sciences including Clinical Lab Management team, Quality Assurance and other departments.
This position is for 2nd shift.
Essential Duties and Responsibilities include but are not limited to the following:
• Recruits, hires and onboards new Contact Center employees.
• Takes part in creation of training materials as appropriate. Identifies additional training needs/resources as needed.
• Provides training to contact center employees as needed.
• Provides feedback on quality monitoring program.
• Monitors associate and overall department metrics to ensure incoming and outgoing phone and other contacts are addressed according to Company goals.
• Recommends and implements changes to ensure high quality customer service.
• Provides on-going coaching to Customer Service Associates to ensure a consistent level of service is maintained.
• Provides on-going coaching and mentorship to a Senior Customer Service Associate to ensure a consistent level of coaching and support for the team is maintained.
• Provides escalation support to Customer Service Associates.
• Manages and resolves customer complaints.
• Identifies and shares best practices and drives for continuous improvement of the customer experience.
• Prepares performance reports to share with Customer Service Associates.
03/2014 to 08/2016
Organizational TrainerUnity Health Insurance – City, STATE,
Organizational Trainer
Facilitates learning through a variety of delivery methods to develop participants skill sets. This includes, Classroom Instruction, Virtual Training, Team Meeting Trainings, Conference Calls, Training, Train The Trainer sessions, Online Learning, Hands on Labs and Peer to Peer Coaching. Supervises employees during training. This includes, role modeling core competences, skills and behaviors of company leadership , tracking attendance, addressing inappropriate behavior and documenting performance, both strengths and development needs.
I also answered and responded to incoming calls and inbound contacts, entered new customer contact information into our system
Documenting all calls according to Unity standards and operating procedures recommended several changes to increase our already high quality of customer service .
Review Training Dept P Ps
Create, Update, Revise Training Materials Complete Build Epic Certification Tracking
Training Requests, New, Terminated, Change in Position Provider Term Notifications
Intranet Manual Adds Edits
Operations Bulletin Notifications
Change Proposal Form Process
Lesson Plan Creation
Create lesson plan for new topics
RX 90 Prescription drug plan changes
E-Gain Web Chat for Unity Members Badgercare
State and Local Enrollment 2015
ADP -Payroll and HR Enhancement
Colorful Communication Diversity Project Project On Base /Big
Managed team of 30+ employees, overseeing hiring, training, and professional growth of employees
Offered friendly and efficient service to customers, handled challenging situations with ease
Actively listened to customers' requests, confirming full understanding before addressing concerns
Identified issues, analyzed information and provided solutions to problems
07/2006 to 06/2014
LeadTrainer Claims Customer Service RepresentativeAllstate Corp – City, STATE,
Facilitated learning through variety of delivery methods to develop participants' skill sets. This includes, Classroom Instruction, Virtual Training, Team Meeting Trainings, Conference Calls, Net Meeting Training, Train the Trainer sessions, On-line Learning, Hands-on Labs and Peer to Peer Coaching.
Supervises employees during training. This includes, role modeling core competences, skills and behaviors of company leader, tracking attendance, addressing inappropriate behavior and documenting performance, both strengths and development needs.
Performs all administrative duties associated with conducting training. This includes, conducting all pre- training prep work, administering learning schedules and calendars, maintaining participant records (e.g., test scores, evaluations and attendance), performing all required Sum Total prerequisite requirements and post- training duties and ensuring learning is evaluated with post-training surveys.
In this vital role, I maintain positive relationships with customers and handle steady volume of new complex claims daily, involving situations such as losses due to theft, fire and lightning.
Handle large amount of auto claims
Which required efficient time management, as well as ability to work in fast paced environment. I use sophisticated computer system to document interactions with customer, input relevant information, pass important information to other areas of Allstate, and obtain other information from Allstate employees.
Education
Expected in
Bachelor of Science: Criminal Justice California State University Los Angeles - City Of Los Angeles, CA, GPA:
Expected in
High School Diploma: Crenshaw Arts-Technology Charter High School - Los Angeles, CA GPA:
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Resume Overview
School Attended
California State University Los Angeles
Crenshaw Arts-Technology Charter High School
Job Titles Held:
Contact Center Supervisor
Organizational Trainer
LeadTrainer Claims Customer Service Representative