Skilled Customer Service Call Center Supervisor committed to addressing customer concerns with speed, accuracy and professionalism. Resourceful Leader who consistently meets and exceeds productivity goals. Qualified in offering a record of successful job performance, proven problem solving ability and experience developing and implementing innovative solutions.
As the mail service pharmacy benefit manager for Medicare and Medicaid members; both Government and Commercial, I am responsible for the development, innovation, management and production of Customer Service dept and 15-20 direct reports, both in house and telecommute. While building relationships with internal departments, we collaborate to lower talk time of the advocate and improve quality of the call. Produce and implement procedural changes to increase productivity, accuracy and improve work flow for employees and service to members. I coordinate site Newsletter communications, calibrate with Director of Customer Service (CS) on event locations; monitoring & reporting of each event/activity budget; schedule and implementation of projects projected to boost morale. Duties also include payroll submission and accuracy, PTO calculations and approvals as well as hiring and on-boarding of new hires. Monitor calls to ensure efficiency, HIPPA and procedures being followed
As service support to Customer Service Advocates (CSAs) I built strong relationships by providing phone support to resolve complex issues with customers, doctors & pharmacists. I held training sessions that allowed me to mentor and innovate ideas to improve advocate performance and metrics. Supported management staff by providing floor support, queue monitoring, report analysis and feedback on advocate performance. Provide support to Medicare and Medicaid members by handling escalated calls, resolving complex issues, identifying problems to avoid future callbacks and solving repetitive issues. Responsible for proper training, scheduling and selection of Lead assist helpers, that would provide back-up support during times of high call volumes or low staffing.
Traveled from Sacramento, CA toTucson, AZ to Sacramento, CA to assistant in the on boarding and training of advocates, sales representatives and dispatchers in a high call volume call center. I built strong relationships while I created and managed schedules for dispatchers, technicians, sales representatives and customer service advocates. I ran daily meetings and partnered with management to coordinate operations schedule with same-day emergency appointments. Ensure client profiles are up to date, track and report on department quotas, financial record upkeep while managing technician's real time status and sales representative log books. Client contact for appointment updating, problem resolution and emergency appointment set up and assignment.
Built strong relationships with clients to manage their mortgage accounts and current loan status by reviewing and negotiating lower terms with lending institution. Created debt to income ratio calculation documents to determine best most affordable rate for client, prepare and deliver loan proposal to lender in timely manner for company pay out. I represented the client when negotiating new terms to lower interest rates with their lender at a fixed rate.
Account manager to business line clients with their personal & business bank accounts, credit cards and lines of credit under social security and tax ID laws and regulations while also training new hires to the team on processes, procedures & regulations. Managed team schedules, leader of calibration meetings & handled escalated calls to resolve account issues, answer general questions about credit, finance charges, balance transfers, fraudulent charge investigation and submission. Upsell new business products, point of contact for innovative ideas to improve quality amongst teams, and review/modify or remove late fees and finance charges for customers. I managed payments, credit limit increase requests, delinquencies, correspondence submission of financial statements and investigation documentation. Successfully created and coordinated implementation team, which worked on the innovation and release of newly introduced processes and how to best train the associates effectively, within a short period of time.
First Aid & CPR certified
Employee Community Council
Emergency Response Team
Management, 10-Key, Account Management, Active Learning, Client Relations, Computer Proficiency, Coordination, Creative Problem Solving, Critical Thinking, 75WPM, Microsoft Excel, Microsoft Office Suite, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Multi-Task Management, Organizational Skills,
Microsoft Office Suite
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