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Click here or scroll down to respond to this candidate Summary:Highly motivated and dedicated professional with more than 25 years'experience in customer care operations, including 12 years of leadingdynamic customer service teams in consistently meeting CSR standards andobjectives. Lead through understanding expectations, communication, andaccountability. Hired, developed, and lead many unit members to besuccessful. Key Skills|Excellent communication skills |Resolution oriented ||Leadership skills |Consistently meeting objectives ||Team building skills |Strong problem-solving skills | Professional ExperienceClinical Program Manager February 7, 2022 -July 29, 2022Abbvie Copay Support Services (remote position)Northborough, MAPosition Summary:Responsible for the daily operational effectiveness of a dedicated teamwithin the manufacturer support division. Ensures the proper completion ofall daily tasks in a timely fashion while ensuring compliance with allstandard operating procedures.Primary Responsibilities: . Oversee the performance of the various "clusters" within the call center . Work closely with the Program Director and the Executive Management Team to meet departmental goals and performance . Plan, review and optimize workflows within the call center . Ensure employee training and quality of work is always above expectations . Ensure the KPI's are aligned with daily activities and tasks . Schedule and delegate workload amongst team members, as needed to accommodate vacation and illness. . Manage your team member's workloads to effectively manage costs and reduce overtime . Audit and verify team members work to ensure information accuracy . Work cross-functionally with dedicated QA Trainers for optimal training, onboarding, and continuous development of staffCALL CENTER OPERATIONS SUPERVISOR 2008 - September 2021AMA Insurance Agency, Inc. Chicago, IL . Responsible for insuring call service center standards are met . 4% abandoned call rate . 80% incoming calls answered within 60 sec . Ensured correspondence standards are met . 92% of all correspondence completed within 10 days . Maintained Call Center Data reports to track results . Audited unit processed correspondence . Monitored Customer Care Specialist calls . Provided coaching and feedback to Customer Care Specialist shortfalls . Identified improvement areas and provide improvement training plans . Attended monthly management meetings to report on unit performance objectives and staffing plansCUSTOMER CARE SPECIALIST 1999 - 2008AMA Insurance Agency, Inc. Chicago, IL . Responded to inquiries via written correspondence, the Internet and telephone calls, and handle problem files/complaints on behalf of the agency . Assisted in training new Customer Care Specialists and review their work for quality control . Answered questions regarding plan provisions and procedures and telephones on ACD line . Typed documents such as Change of Beneficiary forms for Living Trusts and Wills, Change of Ownership and Collateral Assignment forms . Types of insurance handled included: AAA Member Years Program, Term Life, Disability Income, Office Overhead Expense, Catastrophic Major Medical, Long Term Care, Medicare Supplement, Hospital Indemnity, Accidental Death and Dismemberment, HIV Indemnity and Prescription Drug Card ProgramPOLICY OWNER SERVICES CORRESPONDENT 1993 -1999North American Company for Life & Health Insurance Chicago, IL . Research various life insurance inquires; compose extensive correspondence with policyholders, agents, attorneys, & financial institutions; identify service problems, and offer satisfactory resolutions Education Major: Psychology 1990 - 1991 Daley College Chicago, IL September 1990 - June 1991 Special Skills: Successful completion of LOMA I & II Computer Knowledge: Sales Force, Microsoft Word & Excel Communicate well through oral and written means Bilingual (Spanish/English) Possess the ability to learn quickly, follow directions, work independently as well as within a team. |
