Experience

MedicAlert Foundation - United States

• United States
• Non-profit Organizations
• 1 - 100 Employee

• Team Lead

  • Jun 2004 - Present

  - Provide daily direction and leadership to team members. Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. - Assist management with daily operation of Contact Center Department to include the development, analyses and implementation of staffing, training, scheduling, sales, and reward/recognition programs - Perform analysis and proactively take action related to Inbound Member Call performance - Mentor/develop team members to resolve escalation calls, perform desk side coaching, initiate course correction, and respond to alarms and system issues appropriately. - Demonstrate ability to exercise each skill required of Contact Center Operator by randomly taking business calls, emergency calls, servicing onsite guests, or process membership orders/transactions in system. - Serve as back up and answer calls per the defined High Call Volume Plan. - Use appropriate judgment in upward communication regarding department or employee concerns. - Review and analyze Contact Center staff’s customer interactions via phone, email, mail or in person to ensure accuracy, consistency and customer satisfaction. - Provide constructive and timely feedback to associates Team Lead/Manager to rectify errors and to prevent further inconsistencies. - Perform other duties as assigned.



AllCare IPA

• Medical Claims Specialist

  • May 2003 - May 2004



California Relay

• Relay Operator

  • Feb 2001 - May 2003