| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidateCandidate's Name
ContactPhone: PHONE NUMBER AVAILABLEE-Mail: EMAIL AVAILABLECore Competencies Strong sense of empathy, urgency, attention to detail, and multitasking capabilities Team-Oriented Quick decision-making and locating resources under time constraints. Excellent Communication, Written, and Organizational skills Time-Management Project Coordination ADP Management Excellent Phone Etiquette File & Data Retrieval Systems Strategic Planning Administrative Support Creative Problem SolvingLanguages English PatoisProfessional ExperienceLooking to retain a supervisory role and utilize my leadership skills to motivate staff to improve productivity and meet organizational objectives. Skilled in resolving customer issues quickly and efficiently, while utilizing strong interpersonal and communication skills.Professional ExperienceFEP (Federal Employee Program) Supervisor 2022 PresentGMMI, Inc Responsible for ensuring that the agents are following FEP guidelines when answering calls and responding to e-mails by providing correct and concise information as per the brochures and the various sites such as FEPBLUE, Member 360, and alike. Ensures that agents are managing member-facing issues within the set time frames and following procedures as detailed in the SOPs, performance guidelines, and following company Quality Objectives. Coaching and Developing the team focusing on product knowledge, process improvement, procedures, performance metrics, phone etiquette, and hard/soft customer service skill sets. Review call escalations with the team and provide training opportunities individually and as a team. Responsible for documenting employee performance including but not limited to disciplinary action up to and including termination. Formulate and issue employee warnings as deemed necessary and go through the HR Department for DocuSign and Employee File placement of such warnings. Conducts performance reviews for direct reports and provides measurable goals for individuals and the team. Reviews daily performance and quality reports to identify trends to improve individual/team performance. Performs random quality checks on calls to ensure that the agents are meeting HIPAA guidelines when communicating with members and/or providers. Provides appropriate recognition when warranted and gives constructive reviews of the call as well. Always look for teachable moments to expand knowledge and increase productivity. Works from and clears the FEP Task Board and minimizes exposures and penalties related to late or incomplete services (issuance of GOBs and answering member-related correspondence within stipulated time frames). Performs OFAC clearances as indicated. Works with the finance team and conducts a process known as re-links. Reviews the Genesys performance queue and assists with inbound calls and E-mails as needed to meet the SLAs. Participates in interdepartmental meetings to stay informed of current changes in policies/procedures and to share in the thoughts of continuous improvements to deliver quality and efficient services to our clients and members. Conducts huddles, meetings, and root cause problem-solving exercises. Takes the lead from the Manager, FEP Quality Assurance & Operations to work on projects as needed and interacts with internal and external employees (FEPDO/CareFirst/Providers/Other).FEP (Federal Employee Program) Assistant Coordinator 2021-2022GMMI, Inc Coordinate and handle daily tasks related to active cases. Responsible for execution of all GMMI Client Services Department operating tasks according to GMMIs Quality policies. Works according to Client Specific Procedures, Client Services Department Handbook, and other GMMI ISO and Lean operational procedures. Prioritized, delegated, and ensured proper completion of multiple work assignments to maintain delivery of high-quality customer service. Handle incoming and outgoing calls while simultaneously working on incoming emails (Internally and externally) Skilled in resolving customer issues quickly and efficiently, while utilizing strong interpersonal and communication skills. Collaborate with Network/Finance/Medical/Claims team to solve escalationsCustomer Service Associate 2018-2021Iqor Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction. Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor. Maintained clean and orderly checkout areas by mopping floors, emptying trash cans, and wiping down surfaces. Cross-trained and provided backup support for organizational leadership. Answer inbound calls as well as place outbound calls to resolve customer inquiries Build lasting relationships with clients, customers, and other call center team members based on trust and reliability Understand and strive to meet or exceed call center metrics while providing excellent and consistent customer service. Meet department productivity and quality standards. Strive for first-call resolution and take true ownership of customer needs and issues. Deliver amazing customer service through effective and timely resolution of various customer inquiries and concerns Take an active role in educating customers about our client's products and servicesShift Supervisor 2016-2018Five Guys Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Prepping fresh products every morning Ensuring that employees are fully dressed in their uniforms Assigning daily tasks to employees Managing Labor Handling daily deposits Making employees take their breaks Getting store ready for the next shift Handling daily inventory Assisting employees with preparing customers' orders while providing excellent customer serviceEducationHome Health Aide Health Administration Certification 2010-2011Everest InstituteHigh School Diploma 2004-2007Miami Norland Senior High SchoolAwards & Certifications Home Health Aide Certificate Health Administration Certificate Completion of Program CertificateInterpersonal Skills Quick learner and able to work well in a team-based environment Strong written, communication, and organizational skills Highly adaptable and able to work on multiple projects with changing priorities Exceptional interpersonal and analytical skills Very meticulous at paying attention to details. High Level of Accuracy. |
