Dependable and resilient professional with 15+ years' experience in a variety of analyst and compliance roles. Dedicated to building and fostering relationships with employees and customers alike, forming enduring and mutually beneficial partnerships. Strong acumen for directing and advancing difficult conversations to ensure adherence to policies and procedures. Adept in resolving escalations and addressing customer concerns. Highly skilled in identifying workflow opportunities and streamlining processes.
Supervised and directed 10 Customer services representatives, demonstrating and upholding patient confidentiality, call center standards, and organizational policies and procedures. Coached and developing customer service representatives within an the customer service department on a day to day basis to ensure communication for customer-oriented matters are handled in a efficient and effective manner. Provide one on one, ongoing coaching and guidance to customer service representatives to ensure continuity and quality of service. Provide direct guidance and customer service on escalated sensitive or complex issues. Assist with ongoing training for the customer service representatives to improve customer contact quality, processing accuracy and work efficiency. Monitor and evaluate customer service representatives performance levels to meet projects and customer service objectives. Participates and provide input in the interview, selection and hiring process. Prepare documentation for other personnel related activities.
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