Experience

Amida Care

• United States
• Insurance
• 1 - 100 Employee

• Call Center Manager

  • Jan 2022 - Present

  United States

• Call Center Supervisor

  • Feb 2020 - Jan 2022

• Call Center Team Lead

  • Sep 2018 - Feb 2020



BMI Solutions-Mobile Diagnostic Service

• Senior Account Executive

  • Feb 2016 - Aug 2018

   Consistently provide exceptional customer service and support to key clients within a successful organization which provided mobile diagnostic services.  Designed and implementing innovative strategies concentrated on improving current processes, increasing customer satisfaction, and maintaining high customer retention levels



BMI Solutions

• Manager of Client Services

  • Feb 2016 - Aug 2018



NYCERS

• Manager Contact Center

  • Jan 2013 - Jan 2016

  Brooklyn, New York Provided leadership and direction to the team in performing at optimal levels. Managed talent acquisition and recruiting functions. Verified and approved overtime records. Maintained the Avaya CMS system and reported issues to the IT Help Desk. Key Achievements: * Optimized contact center production with upgrade to Avaya WFO and roll out of Speech Analytics. * Developed accurate and reliable reports for the Board of Trustees on a monthly basis. * Conducted monthly meetings… Show more Provided leadership and direction to the team in performing at optimal levels. Managed talent acquisition and recruiting functions. Verified and approved overtime records. Maintained the Avaya CMS system and reported issues to the IT Help Desk. Key Achievements: * Optimized contact center production with upgrade to Avaya WFO and roll out of Speech Analytics. * Developed accurate and reliable reports for the Board of Trustees on a monthly basis. * Conducted monthly meetings with other managers and directors to ensure goal attainment. * Established a quality insurance sub-unit Show less



The New York City Employee Retirement System

• Senior Client Services Manager

  • 2011 - Jan 2013

  Brooklyn, New York Directed all operational matters within the Customer Service Unit. Collaborated with Senior Customer Service Representatives and Supervisors. Key Achievements: * Played a key role in exceeding monthly goals using sound business acumen.

• Manager Client Services Counter

  • 2007 - 2012

  Brooklyn, New York Prepared performance evaluations for the employees. Developed employee schedules. Partnered with unit heads to ensure goal attainment. Key Achievements: * Oversaw customer flow and delivered world-class customer service. * Directed talent acquisition and recruiting functions associated with new employees.

• Contact Center Supervisor

  • 2004 - 2007

  Brooklyn, New York Provided direction to call center, operational, and personnel matters. Coordinated work schedules. Executed recruiting and on-boarding duties. Key Achievements: * Developed accurate and reliable reports that aided in business decision-making. * Introduced process improvements and streamlined daily job tasks to boost efficiency.