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.
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.
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.
Exceptional customer service and interpersonal skills
Strong administrative skills
Successful in team leadership and development
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