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Click here or scroll down to respond to this candidateCandidate's Name PHONE NUMBER AVAILABLE EMAIL AVAILABLEProfessional Summary:Professional with 25+ years of experience analyzing customer service surveys and managing support. Results-oriented professional recognized by peers for my effective communication and creative thinking skills. Dynamic and results- oriented Manager with extensive experience in training, call center metrics, and management. Adept at developing and implementing training programs to enhance employee performance and productivity. Proven ability to effectively manage teams, optimize call center metrics, and exceed operational targets. Possess strong leadership, communication, and problem-solving skills to drive team success and deliver exceptional customer service. Seeking a supervisory role where I can leverage my expertise to drive continuous improvement and achieve organizational objectives. Professional Experience:Versant Health (Block Vision), 10/2023 to PresentOperational Trainer Facilitate new employee training ensuring the best possible learning experience for a wide variety of learning styles. Facilitate in-services as needed for Operations staff as requested by leadership. Conduct needs assessments as necessary to diagnose training gaps and recommend appropriate solutions. Collaborate with Training team members and subject matter experts to update training materials as operational, technical, and procedural changes occur to ensure that curriculum is always accurate and up to date. Continuously look for ways to improve existing training curriculum and learner experience by analyzing teaching methods and identifying better methods to promote effective learning and transference of skills to the job. Manage a diverse and inclusive classroom environment (in person and virtually), upholding the highest standards of professionalism to ensure a positive learning experience for all. Consistently exercise sound judgment by proactively communicating employee behavioral and learning challenges during training to management. Provide constructive coaching throughout training and nesting to help learners refine and enhance their technical and professional skills toward established standards. Advocate on behalf of users/learners to leadership when needed to improve the training experience. Establish strong working relationships with other trainers, management, and leadership. Consistently perform all administrative job functions in an organized and timely manner. Provide technical assistance to other training instructors. Chesapeake Employers Insurance Company, 03/2022 to 09/2023 Customer Service & Training Manager Managed a team of customer service supervisors, quality assurance analyst and trainers. Performed interviews for potential candidates within the department and hire qualified candidates. Reviewed and edited Standard Operating Procedures (SOP) and Guidance (SOG) as required. Attended multi department meetings to ensure new information was being provided through the company regarding departmental improvements and goals. Contributed and created business plans for the department. Managed the budget for the department. Enforced companys policies and procedures. Supervised, developed, monitored, and coached staff. Assessed staff performance through call recording and screen capture. Performed staff audits and recommended appropriate actions to the Chief Administration Officer (CAO) including progressive discipline or termination in accordance with company policies and procedures. Prepared vendor/support staff performance agreements and evaluations. Ensured data entry and technical functions were performed in an accurate, thorough, and timely manner and in compliance with Company and departmental procedures. Resolved all complaints and irregularities from internal and external clients. Ensured quality, productivity, performance, and other operational issues were consistent and compliant. Compiled, summarized, and maintained departmental reports and spreadsheets. Provided onboarding orientation and training to new hires. Coordinated and led Customer Service strategic planning process and implementation meetings. Determined training gaps while coordinating materials. Led initiatives for Customer Service incentive and quality assurance programs. Determined bonus incentives based and performance. Coordinated with other partners regarding development and revision of training materials. Developed strategies to eliminate gaps and downfalls. Versant Health (Block Vision), 10/2021 to 03/2022Supervisor, Member Services (Superior Vision) Provided day-to-day supervision to a high-volume call center that assist with vision plan inquiries. Monitored the performance and capabilities of staff and kept them informed of updates. Tracked trends that could possibly disrupt the ability to provide the best customer service possible. Prepared and delivered quarterly / annually evaluations for staff. Shared performance observations on an unscheduled basis as needed. Resolved any escalated issues in a timely manner. Managed phone stats to ensure compliance with CMS regulations (i.e., average speed to answer (ASA), hold times, etc.), client SLAs, and adherence to standard operating procedures. Anticipated escalations and took over calls as needed. Ensured adherence to policies for attendance and call metrics were being followed. Provided daily stats to the team to ensure we are exceeding the expectations. Monitored and evaluated agents performance providing coaching opportunities when required. Completed, assigned, and tracked B-Logs as requested. Hired, trained, and disciplined staff based on performance. Created and tracked performance plans to ensure agents were meeting call center expectations. Answered agents questions regarding best practices or difficult calls. Ensured agents understood and complied with all call center objectives and policies. Worked with other supervisors, managers, and directors to ensure we supported our teams and maximized customer satisfaction. Managed schedules and time off request. Used different system such as CSP, NICE, workforce management, Dayforce, and quality control systems. Identified and analyzed for training needs and gaps. Versant Health (Block Vision), 12/2020 to 10/2022Senior Member Advocate (Davis Vision) Provided timely and accurate information to basic incoming calls from members, providers, and other external and internal clients. Provided Medicare and Medicaid members all pertinent information regarding their eligibility, benefits, and claims. Assisted with conflicts they mightve experienced and provided a resolution. Used all appropriate resources to investigate and respond to member complaints and issues. Liaised between members and providers to ensure all issues were resolved in a timely matter with positive results. Followed up with members to ensure all their inquiries had been resolved and when necessary, provided any resources. Provided excellent customer service and handled all customers in a professional and courteous manner. Diffused volatile situations, shared information, and educated callers. Documented all records using CMS terminology.Baltimore Gas & Electric / Exelon through SGS Temporary Services, 12/2019 to 12/2020 Bilingual Customer Service Representative II (Collections) Provided customers with balance information (past due, turn off notices, and present). Quoted restoral information for service that has been interrupted. Provided information on resources in their community to reach out and find assistance. Provided payment arrangements and extensions after verifying eligibility thru CC&B. Assisted with utility outage emergency calls.Johns Hopkins HealthCare, 12/2017 to 12/2019Bilingual Customer Service Representative III Explained EOBs to members and providers. Provided encouragement and support to existing and potential clients in the State Medicaid Plan. Resolved client and provider calls, responded to correspondence, advocated for the company products and services. Provided counseling to existing members, notified clients of upcoming or missed payments and spoke with providers to ensure compliance with regulatory guidelines, company policy and federal mandates. Translated for Spanish speaking clients with professionalism and empathy. Verified all documents against five different databases to ensure proper payments were made in accordance to law and published rates. Adhered to all CMS guidelines.Guidewell Financial Solutions, 06/2017 to 12/2017Bilingual High-Level Customer Service Representative III Provided quality service, encouragement, and support to existing clients in a Debt Management Plan. Resolved client and creditor calls, responded to correspondence, advocated for agency products and services. Provided financial counseling to existing clients, notified clients of upcoming or missed payments and ensured compliance with regulatory guidelines, company policy and creditor mandates were kept. Provided on-going support to Debt Management clients to ensure a higher successful program completion rate. Translated for Spanish speaking clients with professionalism and empathy. Federal Emergency Management Agency, 04/2016 to 06/2017 Program Analyst / Assistant Reservist Program Manager, GS 12-03- IA & DSA Cadre Provided analytical and coordination support to the Reservist Program Manager. Collected and conducted ongoing analysis, developed recommendations, and implemented approaches. Provided support and coordination to the Reservist Program Manager (RPM) to ensure compliance with agency operational and administrative policies and procedures. Performed wide-ranging analytical, evaluative, and operational assignments impacting recruitment, training, benefits, employee relations, deployment, equipping, work life programs and program evaluation of the Reservist Program. Conducted task and job analysis in the review, updating, and assignment of Position Task Books. Managed Reservist Mailbox and coordinated more complex problems with RPM. Accessed and created various reports as necessary from the Deployment Tracking System or other systems to prepare and present briefings. Gathered and compiled program data and evaluation of program effectiveness. Recruited for vacant positions, interviewed candidates to make final recommendations. Federal Emergency Management Agency, 04/2014 to 04/2016 Supervisory Emergency Management Specialist (Bilingual), GS 12-03- IHP CSAC & SPU Provided day-to-day supervision to a high-volume call center that aids disaster survivors and the assigned registration/helpline/processing operations in support of the delivery of assistance for individuals. Ensured program policies and procedures were implemented in support of the agency mission. Analyzed the procedures for Disaster Housing and Other Needs assistance processing to effect timely improvements and developed recommendations for changes in policies and procedures. Monitored, reviewed, and evaluated the effectiveness and efficiency of the center in serving disaster survivors. Administered the laws, policies, rules, regulations and/or directives governing emergency management programs. Monitored the performance and capabilities of staff and kept them informed of updates for disasters. Tracked trends that could possibly disrupt the ability to provide the best customer service possible. Prepared and delivered quarterly / annually evaluations for staff. Shared performance observations on an unscheduled basis as needed. Created Performance Plans to monitor work related behavioral and performance trends. Documented and corrected issues if less than satisfactory. Resolved any escalated issues in a timely manner. Managed phone stats to ensure compliance with CMS regulations (i.e., average speed to answer (ASA), hold times, etc.), client SLAs, and adherence to standard operating procedures. Skills, Certifications, and Accomplishments: Expert on Windows and Mac, Microsoft Word Pro, Microsoft Office Suite, Skype, Ring Central Classic& Meetings, Teams, NEMIS, CLC, DMARTS, HPOP database, HOMES, 508 Compliant Systems, CC&B, CIMS, CSP, NICE- WFM, WebCP, Dayforce, FedHR, DTS, and C3MP. Veterans Preference: None claimed, U.S. Army, Honorable/Medical Discharge Foreign Language: Fluent / Native- Spanish AmeriCorps VISTA- 04/2003 to 04/2005 Willing to Travel ALTA Languages: Certified Bilingual Medical Translator (Spanish). FEMA CSAC Completed Trainings: Registration Intake, Helpline Tier 1 & 2, Basic Case Analysis, Indexing, Dup Investigation, FEMA Manual Determination, Dup Resolution, FEMA Appeals, CTHA Helpline & Casework, PPI, CARS, Recoupment, Replacement, Congressional, and Roads and Bridges. Completed all FEMA Supervisory Required Trainings |
