Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
Summary
Energetic leader with strong time management skills who thrives in a fast-paced, dynamic environment while effectively motivating others to reach their optimum potential.
Skills
Skilled in Call Center Operations, Training and Quality Assurance
Responsible for oversight of Physician Access Services Department. Provides direct supervision for assigned staff, including but not limited to contract management, financial and/or administrative staff and clerical staff. Ensures the successful coordination and delivery of business activity and service within the department. Physician Access Services is located at Mount Sinai Corporate Headquarters near Grand Central. Department helps physicians and patients with scheduling of outpatient appointments throughout the health system.
Plans and schedules work for staff to ensure proper distribution of assignments and adequate staffing, space and facilities for subsequent performance of duties
Ensures adequate staffing for unexpected/emergency coverage.
Provides work direction, guidance, coaching and training for staff.
Establishes, reviews and revises work processes and procedures to ensure efficient and effective administrative activities
Makes recommendations regarding fiscal and staffing requirements of the unit to assist in the preparation of budgetary recommendations.
Compiles information reflecting expenditures and develops comparisons
Assists in the development of new methods, procedures and/or processes to increase efficiency and to improve service deliver, production, equipment performance, scheduling and quality control
Establishes and maintains liaison with other departments, units or care centers, as well as within own department, to ensure effective coordination of work activities
Supervises and coordinates various personnel activities including, but not limited to, hiring, performance appraisals, training, disciplining and making salary increase recommendations
Fosters an environment of open communication and team work in support of the department and organization’s goals and objectives
Ensures compliance with department and organization policies & procedures
Other duties as assigned
Supervisor III FPA Administration , 08/2017 - 08/2019 Dover Corporation – Roseville, CA,
Responsible for maintaining service levels within the calls center which include average time to answer, average handling times, and average abandon calls
Promote superior customer service skills
Self-motivate and work independently as well as in a team environment
Handle constructive feedback and make decisions in a very fast paced environment
Directs day-to-day administrative operations, with continual monitoring of operational policies and procedures to ensure efficient work flow and compliance
Develops and monitors all aspects of the call center departments under the supervisor
Prepares reports for management as necessary
Communicates with Managers, Doctors and other Supervisors at different practices
Participates in staff recruitment and retention activities. Interviews, hires, counsels and terminates staff and conducts yearly performance appraisals. Ensures staffing needs are consistently met
Ensures department policies and procedures are adhered to and compliment with current guidelines
Attends administrative and committee meetings as required.
Supervisor, 09/2013 - 07/2017 Icahn School Of Medicine At Mount Sinai – City, STATE,
Manage a division of the New York State of Health Marketplace call center operations while working closely with Department of Health since 2014
Monitor all health insurance related services such as enrollments into Medicaid, Essential Plan, Child Health Plus, Qualified Health Plans & the Delivery System Reform Incentive Payment program (DSRIP); Coverage disenrollments, 1095 A&B distributions, providing Certified Assistance Counselor support and troubleshooting complaint submissions
Evaluate and report team’s individual key performance metrics in areas of Attendance, Adherence, Return to Queue, Quality Assurance, Average Speed Answer and Wrap up errors.
Discuss & address any job performance concerns with employees; work closely with Human Resource department on appropriate personnel action recommendations
Defuse volatile customer situations calmly and courteously
Accurately document, research and resolve customer service issues
Initiate operation improvements to improve overall call center productivity through Focus groups
Provide quarterly incentive to increase productivity by offering employees awards for best customer service.
Met or exceeded service and quality standards every review period
Education
Associate of Arts: Advertising , Marketing & Management, Expected in 12/1998 - IPP Instituto Peruano De Publicidad - Lima, Peru GPA:
http://www.ipp.edu.pe/
Certification Available
GED: , Expected in 2010 - LaGuardia Community College - , GPA: General Educational Development (GED)
Accomplishments
Consistently commended by superiors for resolving social media situations from Governor's Office or any legislative entity, including but not limited to Facebook and Twitter.
Promoted three times in one year: from CSIII phone specialist to CSIV web chat specialist to Team Lead Floor Support to Supervisor (1.15.2015 ) within MAXIMUS
Certifications
Certified by DOH standards in extensive knowledge in
the "ACA" Affordable Care Act since 2013
Contributed to the organization becoming ISO 9001:2015 certified
in 2016 and re-certified in 2017.
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