subject matter expert resume example with 6+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Professional Summary
Innovative Contact Center Operational Leader with 5+ years of expertise in analyzing, articulating and solving various complex problems. Industry Subject Matter Expert with experience in effectively managing implementation of projects, Customer Service Escalation departments and Team Leads. Established a team culture of dependability and resourcefulness that fostered employee growth. Creative mindset that developed processes and procedures that improved call proficiency while maintaining focus HIPAA and PCI DSS compliance guidelines. Ambitiously and strategically seeking to leverage knowledge and expertise to drive department KPIs with expertise in Sales, Contact Center, Operations and Marketplace Product.
Skills
Written Communication
Critical thinking
Analytical skills
Planning and Coordination
Education
University of Phoenix, Expected in ā āBSB:Business Adminstration - GPA:
Work History
Ecs Federal - Subject Matter Expert Fairfax, VA, 06/2020 - Current
Member and Provider Contact Center Represented Contact Center (the business) in initiating, planning, implementing and monitoring of new Enrollment Account and Premium Billing vendor for 11 Marketplace states.
Negotiated call handling procedures through business scenario mapping to ensure business process efficacy.
Collaborated with Telephony to develop Interactive Voice Response (IVR) mapping that captured business responsibilities of both Carrier and Vendor with limited member abrasion.
Established an information database to track progress, monitor timelines, assess workstream impacts and produce holistic reporting for executive leadership; deadlines were achieved.
Coordinated discussions to align business requirements with IT development based on call handling responsibilities.
Defining Salesforce (SFDC) requirements for Marketplace Contact Center (the business) to synchronize platform design with business processes and procedures.
Accenture - Contact Center Supervisor Tallahassee, FL, 02/2017 - 05/2020
Member and Provider Contact Center Acting liaison amongst Enrollment Accounting (EA), Premium Billing (PB) and Contact Center; Coordinate weekly touchpoints to discuss trends and strategy to mitigate member abrasion.
Constructed departmental resource hubs for efficient and consistent call handling.
Cultivated accountability and adaptability working environment by setting high-quality standard; Resulted in 20+ promotions, positions include: Grievance/ Appeals, Learning & Development, Lead and Supervisor.
Deciphered inbound call trends related to Premium Payments, Premium Billing and/ or File Transfer Protocol (FTPs) and coordinating until resolution is implemented and regression testing is completed.
Monitored agent-behavior, attendance and time-off patterns through Verint/ Cisco platform to proactively address performance issues and avoid negatively impacting contractual Service Level Agreements (SLAs).
Utilized NICE Engage platform to perform quality audits and evaluate staffās interaction and engagement with members based on the standards set by Quality Assurance.
Orchestrated departmental structure for Leads/ Supervisors to co-manage Member Service staff; Alleviated Supervisor workload and introduced next level expectations to Leads.
Modivcare - Contact Center Lead Maryland Heights, MO, 02/2016 - 02/2017
Member and Provider Contact Center Planned, developed, implemented and trained Marketplace Leads on call handling expectations and call tracking/ documentation SharePoint site; Similar model developed for Medicaid and Claims operations.
Created Marketplace Lead reporting model to capture call volume, trends and coaching opportunities; Information utilized to develop training content and departmental process and procedure communications.
Assisted in managing the daily operations for 100+ temporary agents by answering questions, arranging team building activities and approving/ terminating employee contracts.
Partnered with varies Contact Center stakeholders to establish process for validating accuracy of Member Service Standard Operating Procedures (SOPs).
Initiated and executed new policies and procedures in contact center; Policies related to HIPAA and PCI DSS for safe and secure payment collection.
Motion Recruitment - Customer Service Representative III Remote, RI, 06/2015 - 02/2016
Acquired Life and Health license by completing pre-licensing educational course and passing state exam on first attempt.
Enrolled customers for Medicaid, Marketplace and MMP by directly processing application and/ or guiding them through the enrollment process per state guideline(s).
Constructed Salesforce reports for the purpose of capturing teamās daily/ monthly performance as it relates to working Prospects and application completion rate.
Conducted weekly quality assurance audits for vendor and shared results with leadership to ensure compliance with CMS guidelines.
Assisted managing Service Levels by skilling/ de-skilling staff as appropriate to mitigate long queue times.
Provided assistance and completed multiple CMS secret-shopper calls with 100% pass rate.
Provided primary customer support to internal and external customers.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Recommended products to customers, thoroughly explaining details; Products included Medicaid, Marketplace and Medicare Medicaid Plans (MMP).
Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.