Experience

Y-ME National Breast Cancer Organization

• Non-profit Organizations
• 1 - 100 Employee

• Contact Center Supervisor

  • Nov 2003 - Present

  Y-ME Bilingual Contact Center supervisor, trainer, translator and advocate • Updated and conducted 2 days Certification Training regarding breast cancer medical terminology, treatment options and clinical trials. • Managed the Y-ME 24 hour Contact Center fielding over 40,000 calls regarding breast cancer issues. Facilitated and resolved, staffing, escalation IT issues, and crisis intervention. Y-ME Bilingual Contact Center supervisor, trainer, translator and advocate • Updated and conducted 2 days Certification Training regarding breast cancer medical terminology, treatment options and clinical trials. • Managed the Y-ME 24 hour Contact Center fielding over 40,000 calls regarding breast cancer issues. Facilitated and resolved, staffing, escalation IT issues, and crisis intervention.



American Health Care Providers

• United States
• Research Services

• Customer Service/enrollment Manager

  • Apr 1996 - Oct 2003

  Managed the customer service/ enrollment departments Assisted in the development of policies and procedures to assist in obtaining (NCQA) National Council of Quality Assurance credentialing. Developed escalation and emergency processes. Developed departmental budget. Developed Customer Service Department's, mission, vision and values plan and Customer Service/ Enrollment policies and procedures Organized request for proposals for Central Management Systems and Illinois Department of Public Aid. Show less



Amerigroup Corporation

• Spain
• Real Estate

• Dontech ( Ameritech/RH Donnelly)

  • Jun 2000 - Nov 2001

  • Created successful advertising campaigns for a client base of over 1 million dollars, using a probing, consultative style. • Designed and created creative, effective direct-mail promotions. • Exceeded yearly sales quotas. Promoted to one of 4 sales executives from a field of 300 sales representatives. • Wrote a how-to prospect for new business report. • Trained sales representatives in a mentoring program. • Created successful advertising campaigns for a client base of over 1 million dollars, using a probing, consultative style. • Designed and created creative, effective direct-mail promotions. • Exceeded yearly sales quotas. Promoted to one of 4 sales executives from a field of 300 sales representatives. • Wrote a how-to prospect for new business report. • Trained sales representatives in a mentoring program.