To obtain a position which will utilize my acquired knowledge and collective experience with customer service, workforce management and call center operations, along with a strong technical background and Interactive Voice Response (IVR) functions.
Highlights
Multi-channel contact center software
Proficient with Microsoft Office Suite
Troubleshooting skills
Strong problem solving ability
Devoted to data integrity
Dedicated to process improvement
Education
Orange Park High SchoolOrange Park, FLExpected in 1991 ā āHigh School Diploma: - GPA:GPA: 3.0
GPA: 3.0
Accomplishments
Received accommodation for recommendation of Medicare Provider Call Center Cost idea that was successfully implemented to provide estimated annual savings of nearly $200,000.
Nominated and Awarded ROCKSTAR award for outstanding Customer Service by the Center for Medicaid Medicare Services (CMS).
Outsell - Member Connect Certified CPR certified Forklift certified Anti-static certified Computer Training Consultants Workshop Ask/ManMan.
Experience
Facebook - Operations Analyst Seattle, WA, 03/2009 - Current
Developed business requirements and technical requirements documentation for all IVR enhancements.
Worked with outside vendors and outsourcers in project development and testing as well as feature enhancement to current applications Analyze workloads, forecast trends, develop/maintain SOP's for reporting and develop and produce reports.
Produced daily reports for call center management.
These reports were used to track call center performance on a daily/weekly/monthly/quarterly basis.
Communicated with call center management on current performance and made recommendations on staffing to ensure all metrics were met.
Administered and coordinated corporate wide requests for ACD, IVR and call center services Assist with recommendation on policies and implementation for support of current application and processes Assist in analysis of systems to ensure optimal system utilization by end-user and department personnel.
Recruited and asked to represent the Medicare Part B Provider Call Center as the Consultant and SME for the new IVR project due to admirable knowledge and performance.
Consulted with corporate customers on call center, Automated Call Distributer (ACD) and IVR application development and design.
Served as a resource for IVR questions and call center design.
Completed testing of applications and changes prior to moving applications into production.
Rain For Rent - Senior Visalia, CA, 07/2006 - 05/2007
Monitored and Analyzed reports with the Avaya CMS SupervisorĀ® Application to identify any needs for improvement
Provided side-by-side coaching to CSR's on needs for improvement, i.e.: production, call handle time (CHT), policy and procedures, etc
Ensured effective quality control procedures are in place and adhered to
Created and evaluated weekly instructional training materials and job aids
Served as a liaison between Customer Service and other areas within Medicare as well as between staff and management
Prepared and facilitated weekly training and Two Way Communication sessions
Prepared and delivered presentations and training on regular basis
Resolved complex inquiries within specified time frames
Successfully negotiated timeframes, commitments, and deliverables
Provided leadership and technical support to the call center
Possess an extensive knowledge of Medicare B policies and procedures
Assisted Supervisors and Manager with special inquiries and projects, coordinating with appropriate departments for problem resolution
Utilized strong decision-making and problem-solving skills on a daily basis.
General Mills, Inc. - Service Associate Monroe, NC, 07/2003 - 07/2006
Provided accurate and timely responses to Medicare B Provider inquiries to research, document, and resolve customer issues and errors;
make on-line adjustments; complete telephone reviews and effectively research history files and Medicare guidelines
Utilized MCS text, various websites, publications, manuals, and flyers as tools to efficiently address and resolve providers' issues
Educated Providers about Medicare B policies and procedures
Knowledgeable in federal and state regulations (HIPAA and Medicare requirements)
Successfully met deadlines while managing aged listing and customer satisfaction
Handled escalated inquiries, providing conflict and crisis resolution
Completed multiple forms in order to relay information to other areas of the company
Ensured consistency and accuracy within all areas of my position
Completed telephone reviews/ adjustments and suspense precisely and proficiently.
Served as Team Mentor by assistingpeers with senior level issues
Provided telephone support to AOL, CompuServe, and AOLTV users
Provided technical support for multiple Operating Systems including MAC v.9, 10.3, Windows 98, ME, 2000, and XP.
Responsible for troubleshooting, configuring, and maintenance of Internet Explorer, Norton/MacAfee Antivirus, Security Manager, Defrag software, E-mail, and LAN/WAN.
Utilized excellent problem solving and decision-making skills by trouble shooting with customers over the phone and resolving irate and supervisor take over calls
Achieved senior support specialist status by exceeding all metrics of job requirements
Attained several awards for superior attendance and product upgrades
Served as an Member Retention consultant by retaining discontented members
National trainer on AOLTV product features and benefits for in-store sales consultants
Handled high volume of incoming calls where assisted members with billing, registration, activation and general issues with their account
Certified to handle confidential member information such as credit card, checking account and other personal information.
Silver Cross Hospital - Maintenance Technician Psmg - Orland Park - 143Rd St., IL, 07/1996 - 09/1998
Performed routine industrial maintenance on warehouse equipment
Managed daily warehouse supply of pallets and materials
Implemented weekly preventive maintenance schedule for batteries
Completed repairs and/or damages within warehouse and offices
Provided support to company electrician as needed.
Communicated with customers, employees, and other individuals to answer questions, disseminate or explain information, take orders and address complaints
Performed and analyzed inventory on regular basis to evaluate and solve imbalances
Collected and evaluated a variety of records and report data for accuracy, completeness and conformity to established standards and procedures
Managed and packaged products, assembled kits, and replenished shortages
Utilized corporate sales ordering system to generate packing list
Expedited shipments via Federal Express Powership, AMI third-party shipping software, repetitive , or completed way-bills.
Vanguard Security - Security Officer City, STATE, 11/1994 - 03/1995
Managed arrival and departure of company property by employees.
Assisted and admitted customers upon arrival.
Monitored and reported out on all activities from assigned post.
Developed and maintained detail log for incoming and outgoing deliverables.
Skills
ACD, AOL, Antivirus, application development and design, Avaya, benefits, billing, Business Writing, Call Center, Change Management, CMS, coaching, excellent communication, CompuServe, Consultant, credit, customer satisfaction, Customer Service, decision-making, documentation, electrician, E-mail, features, forms, Internet Explorer, inventory, IVR, LAN, leadership, MAC v, managing, materials, Mentor, Excel, Outlook, Power Point, 2000, Windows 98, Microsoft Word, negotiation, Next, Norton, Operating Systems, organization skills, personnel, policies, presentations, Presentation Skills, problem solving, problem resolution, problem-solving skills, processes, project development, Project Management, publications, quality control, Express, repairs, reporting, research, sales, SAS, shipping, SOP, staffing, supervisor, technical support, telephone, phone, trainer, training materials, trouble shooting, Troubleshooting, upgrades, Visio, WAN, websites, written
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