maximus subject matter expert mhbe consolidated service center resume example with 15+ years of experience
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Subject Matter Expert functioning as the definitive source of knowledge, technique, & expertise in the specific subject area of: Maryland Health Benefits Exchange’s (MHBE) Consolidated Services Center (CSC). An organized team player who is motivated, dependable, has a great wiliness to learn and very detail oriented. Strong critical thinking, problem-solving and analytical skills. Independent decision-making ability, including the ability to determine when to solicit other resources and or escalate issues in need of additional attention.
Harford Community College - Bel Air, MD
Business Management
Havre de Grace High School - ,
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Subject Matter Expert July 2014 - Current
Maintain complete awareness of the performance metrics as set forth by the Client to create a baseline for making recommendations for CSC process improvement
Analyze and reporting upon data gathered from various call center software programs daily/weekly/monthly
Instrumental in the development, testing, and operation of all current and newly employed software and processes
Assisting with training and implementation of all CSC projects/process improvements
Create project workflows through the use of flowchart software to track project progress and timeliness
Identifying processes in need of improvement and presenting analysis to Senior level management
Effectively communicating with various levels of the organization on a consistent basis
Supervisor - February 2014 - June 2014
Trained, mentored and managed a team of over 20 Agents
Used Tracked Schedule Adherence
Coached and developed agents on quality assurance and performance metrics.
Drafted daily, weekly, monthly aux and performance reports
Reviewed and submitted weekly agent payroll
Team Lead - October 2013 - January- 2014
Answered questions from Customer Service Representatives to help assist the consumers.
Troubleshot technical issues and errors consumers encountered while attempting to apply through Maryland Health Connection.
Actively handled and diffused escalated calls from consumers
Consolidated Service Center Customer Service Representative
August 2013 - September 2013
Answered enrollment service calls, provided responses to questions, processed fulfillment requests, and referred callers in the
event of problems or concerns.
- Worked in a Virtual Environment Provided on-going support and account maintenance to clients in a virtual work environment.
- Utilized refined listening and relationship building skills, along with an in-depth knowledge of Care One services, procedures, products and systems.
- Worked closely with other areas of the company, as appropriate, to respond to client needs and or issues.
- Scheduled Attorney Appointments and Follow-ups.
- Used Standard Operating Procedures to ensure clients courteous and effective service.
- Duties consisted of daily cleaning of facilities including vacuuming, mopping and trash disposal.
- Stocked buildings with restroom supplies.
- Provided order assistance, business customer sales and developed business customer relationships by phone and web.
- Offered assistance to business customer with inquiries or concerns.
- Processed departmental paperwork, including invoices, refunds and lost orders.
- Maintained voice mail and email from customers requesting brochures check accessories and coupons.
- Trained and mentored other agents for phone and daily duties.
- Filled Stock Orders for retail stores.
- Inspected containers for quality assurance.
- Confirmed tracking and reported all damaged goods.
- Originated loans for potential clients buying a home, refinancing, or consolidating debt.
- Secured credit reports, obtained bank statements, acquired rental references, received employment verifications, requested and verified supporting documents.
- Worked with account representatives from various financial institutions.
- Created proposals for loan applicants.
- Arranged appraisals and settlement appointments.
- Placed merchandise orders for high end customers in inbound call center.
- Followed up to make sure orders were accurate and processed in a timely manner.
- Called upon frequently to answer, redirect and resolve any problems or issues dealing with customers and their orders.
- Trained and mentored other customer service representatives.
Exceptional customer service and interpersonal skills
Strong administrative skills
Successful in team leadership and development
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Resume Overview
School Attended
- Harford Community College
- Havre de Grace High School
Job Titles Held:
- Maximus - Subject Matter Expert (MHBE Consolidated Service Center)
- Customer Care Coach
- Janitor
- Business Specialist
- Merchandise Picker
- Loan Officer
- Customer Service Representative
Degrees
- Diploma
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