LiveCareer-Resume

head of provider services resume example with 16 years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Professional Summary

Experienced leader with a demonstrated history of working in the consumer services, health care and medical device industry with the B2B and B2B2C. Skilled in negotiation, sales, people management, team building, and management. Strong consulting professional Authorized to work in the US for any employer

Skills
  • Operational Analysis
  • Policy Development
  • Strategic Planning and Execution
  • Employee Motivation and Performance
  • Organizational Development
  • Budget Planning
  • Portfolio Management
  • Complex Problem Solving
  • Effective Communicator and Public Speaker
  • Regulatory Compliance
  • Executive Leadership
  • Profit and Loss Management
  • Leadership and People Development
  • Sales Growth
  • People and Culture
  • Goal Setting
Work History
Head of Provider Services, 09/2019 to Current
Claire's AccessoriesGreencastle, IN,

• Mentoring, developing and guiding a global team of managers who support their appropriate teams and regions. NAM, EMEA, LATAM & APAC

• Supporting a team of managers to monitor and improve the organizations main area of KPIs, customer satisfaction, first response time, one call resolution, net promoter score, and full-resolution time.

• The team of managers are currently supporting a team of 120+ global on-site and remote customer support specialists, through omnichannel support (calls, emails, chats, social media) in a B2B, B2B2C & DTC model.

• Developing, implementing and maintaining effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance

• Responsible for development and administration of annual department budget to attain business goals with operational stability.

• Working collaboratively cross-team and across all departments to ensure a world-provider experience and drive improvements

• Created programs to increase the production, morale, and knowledge of the group along with recognition and reward programs

• Reviewing and audits systems CRM, IVR, and ticket routing for optimized workflows.

• Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state, federal and global guidelines relating to HIPAA, GDPR benefits administration, and general liability.

Director of Patient Service Center, 05/2016 to 09/2019
Smile DoctorsCity, STATE,
  • Lead and executed a support team for the company orthodontic clinics.
  • Started with 6 team members supporting 12 orthodontic clinic offices to supporting 3 call centers that are supporting over 250 orthodontic offices with 120+ team members
  • Mentored and coached a team of supervisors that support their direct customer service team members in customer satisfaction, inbound sales/outbound sales, and issue resolution
  • Supported our executive team (CEO, CFO, COO, and CIO) in coaching and mentoring 3 call center managers to ensure that we met company goals
  • Created a work environment that's promoting an upbeat atmosphere supportive of achieving targeted quality service and productivity goals
  • Established performance expectations and conducted regular performance evaluations
  • Developed and maintained recognition and reward programs
  • Monitored team member services calls, call volumes to optimally utilize staffing resources and identify developmental needs
  • Analyzed productivity statistics, identified trends and opportunities, and developed action plans for improvement with team members
  • Developed and successfully used the quality monitoring system
  • Successfully addressed escalated customer concerns as needed and utilized escalations as a method to train and develop team members
  • Analyzed team member performance metrics (average handle time, customer satisfaction, inbound sales, and online leads, and 1st call resolution, )
  • Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability.
  • Collaborated with clinic managers to maintain daily operations.
Senior Account Service Supervisor, 09/2007 to 02/2016
T-MobileCity, STATE,
  • Mentored and coached a team of 15 retention team members in customer satisfaction, retention sales, and issue resolution
  • Created a work environment that promoted an upbeat atmosphere supportive to achieving targeted quality service and productivity goals
  • Established performance expectations and conducted regular performance evaluations
  • Developed and maintained recognition and reward programs
  • Monitored team member services calls, call volumes to optimally utilize staffing resources and identify developmental needs
  • Analyzed productivity statistics, identify trends and opportunities, and developed action plans for improvement with team members
  • Successfully used the quality monitoring system
  • Successfully addressed escalated customer concerns as needed and utilized escalations as a method to train and develop team members
  • Analyzed team member performance metrics (average handle time, net promoter scores, sales, 1st call resolution, and churn rates)
  • Worked extensively with managers and director, ensuring that we met company goals and targets on a monthly, quarterly and yearly basis
  • Lead supervisor role, assisted my direct manager in coaching and mentoring a team of 6 supervisors while supporting my team of 15 retention team members
Store Manager, 12/2005 to 09/2007
AT&T WirelessCity, STATE,
  • Develop business strategies to raise our customers pool, expand store traffic and optimize profitability
  • Met sales goals by training, motivating, mentoring and providing feedback to 10 sales team members
  • Ensured high levels of customers satisfaction through excellent customer service
  • Completed store administration and ensure compliance with policies and procedures
  • Maintained outstanding store condition and visual merchandising standards
  • Created reports on buying trends, customer needs, profits etc
  • Proposed innovative ideas to increase market sales
  • Conducted personnel performance appraisals to assess training needs and build career paths
  • Managed all issues that arise from team members and or customers (complaints, grievances etc)
Education
High School Diploma: , Expected in 06/2006 to Belton High School - Belton, TX
GPA:
Certifications

Microsoft Office applications 13+ Years

Behavior style coaching 11+ years

Sales 10+ years

Outbound sales 10+ years

Coaching 10+ years

Customer Service 10+ years

Bilingual (Spanish) 34+ years

Call Center 10+ years

Inbound Sales 10+ years

IVR 10+ years

Workforce Management 10+ years

Outbound Sales 10+ years

CRM Software 10+ years

Nice-IEX 9+ years

Cisco PBX 9+ years

Content Development 6 years

Strategic Planning 6 years

Retail 3 years

Mitel PBX 3+ years

B2B Sales 3+Years

Salesforce 3+Years

Zendesk 3+ Years

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Resume Overview

School Attended

  • Belton High School

Job Titles Held:

  • Head of Provider Services
  • Director of Patient Service Center
  • Senior Account Service Supervisor
  • Store Manager

Degrees

  • High School Diploma

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