Raised a team that ranked at the bottom of the call center to the top 5% in 3 months.
Pioneered and formulated the Workforce Management Group in the Wireless Data Technical Support Department resulting in a team of seven associates being hired to manage a department of 300+ associates to ensure a service level of 75% - 85%.
Transition Support Coordinator for Alltel and Centennial Wireless employees with the merger to Verizon Wireless.
Subject Matter Expert utilized to provide support for several teams and assist agents with carrying out their job functions while following HIPPA guidelines.
Also verified authorizations before they were submitted ensuring that the ICD-9/10 codes were correct as well as the authorization being complete.