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senior director of operations customer success resume example with 14+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Professional Summary

Highly skilled in Medicare, Medicaid, and Managed Care plans 12 years in call center management and leadership experience for both healthcare and telecommunications Microsoft Office, Playvox WFM, NICE QA systems CRM experience Dedicated professional with 20 plus years of experience in call center service settingsDevelops annual goals and objectives for the department related to cost savings, workflow enhancement, increasing productivity, employee and member health status improvement, Manages the operation of a call center, which provides a one-stop service for members needing information regarding service/benefits, assistance with problems/complaints, and access to other business-related services, and is responsible to develop and manage a team that is customer-focused and empowered to resolve problems Systematically improve customer service techniques and quality of care Consistently achieve record-high customer satisfaction rankings Works with key stakeholders to develop and implement strategies for maximizing their customer-focus Lead by example and ensure execution of all safety, security, quality, and operations policies Areas of expertise include Customer Service Management, Complaint Handling, and Resolution, Customer Service Representative Customer Satisfaction Enhancement, Call center supervision, Sales/Margin Improvement, Teambuilding and Training overseeing project participation Project management Program management of a 20 million dollar project contract Used logic and reason to identify strengths and weakness between vendor and call center Manage, monitor, and analyze daily metrics and data for documentation and reporting Proven success managing teams of 85+ agents; 7+ Leads and supervisors, performing evaluations, monitoring, coaching, mentoring, and training to ensure department success on-site and remotely Respected employee and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment

Skills
  • Operating Procedures and Policies
  • Revenue Stream Development
  • Team Recruiting and Onboarding
  • Customer Satisfaction
  • Critical Thinking and Analysis
  • Customer Care
Work History
Senior Director of Operations Customer Success, 11/2020 to Current
DoordashBaytown, TX,
  • Served as a champion of enterprise-wide culture, including influencing culture change to support operational objectives, such as centralizing call center operations
  • Provides leadership, strategic direction, and oversight for patient access call center operations
  • Direct activities, including resource allocation, productivity, quality management, and managing business metrics through implementing best-in-class procedures
  • Building system requirements and implementing new technologies
  • Implements continuous process improvements to enhance operational efficiency and quality and uses process improvement techniques to provide a streamlined process and standard work for the Call center staff
  • Develops effective and efficient cost-saving strategies and is accountable for financial management, including, but not limited to, managing and monitoring budgets and expenditures throughout the fiscal year
  • Accountable for ensuring compliance with any relevant federal, state, and local laws, rules, and regulations
  • Manages process improvement and quality assurance activities
  • Assigns and reviews annual goals and provides development opportunities for team leaders and team members
  • Evaluates the performance of assigned team leaders and team members and provide continuous feedback.
Call Center Manager, 06/2013 to 11/2020
DoordashBeach Haven, PA,
  • Provides direct supervision of assigned staff to ensure accurate timely operational effectiveness and performance
  • Resolves operational issues with staff, internal clients, and management in a fair, consistent and timely manner; completes appropriate documentation in a timely manner
  • Ensures that scheduled reports and deliverables are provided from the management team in an efficient, timely manner and at a high level of quality
  • Ensures timely, open, and honest communication with staff and internal/external customers; communicates the goals, strategies, and targets of assigned department
  • Highly skilled in Medicare, Medi-Cal, and Managed Care plan
  • Direct Point of contact from the call center with Vendor Ansafone
  • Project-managed departmental policies and recommendations
  • Addressed vendor operational needs
  • Direct important client milestones/needs with the leadership team to assure timely compliance
  • Assure vendor needs and company needs are in balance.
Call Center Manager, 03/2008 to 04/2013
Universal HealthcareCity, STATE,
  • Directly manage a team of 65 Member Service Representatives within a customer service call center department
  • Highly skilled in Medicare, Medicaid, and Managed Care plan
  • Teambuilding and Training and Trained 35-40 reps biweekly through an online environment
  • Each agent receives an average of 325 calls from Medicare and Medicaid recipients about benefits questions, primary care physician assignments, authorizations, and calls from providers as well
  • Communicate effectively with all levels both internally and externally
  • Promote the image of the company in a professional and positive manner
  • Provide supervision, guidance, coaching, recognition, motivation, and training to department personnel
  • Agents have adherence to meet weekly; must meet quality, responsiveness with customers, address all concerns, ensuring they are doing their best to assist
  • They have average handling times (no more than 10 minutes), rap times (no more than 30 seconds), and average hold times (no more than 1 minute) to adhere to
  • Perform 5 quality calls per month per agent to evaluate quality and performance
  • As needed implement disciplinary action to include verbal warnings, and documented coaching warnings both first and final prior to termination
  • Participate in marketing campaigns and product launches
  • Attain sales, quality control, and customer service goals
  • Handle health claims from Medicare and Medicaid recipients Life and as well as some property claims
  • Receive and processes call from customers and serve as the end-to-end point of contact to provide impeccable service
  • Analyzed and resolved issues to ensure customer satisfaction with all aspects of services rendered
Education
Bachelor Of Applied Science: Biology, Expected in 01/2001 to Jackson State University - Jackson, MS,
GPA:
Completed numerous courses

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Resume Overview

School Attended

  • Jackson State University

Job Titles Held:

  • Senior Director of Operations Customer Success
  • Call Center Manager
  • Call Center Manager

Degrees

  • Bachelor Of Applied Science

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