Manager

• Apr 2022 - Present

Manager

• Jun 2014 - Present

Manage, train and advocate for remote associates. Manage escalations, coach, motivate, and monitor quality and KPI’s. Reinforce company policies and improves knowledge base, provide corrective action and career development when required. Manage team through various mediums, including phone calls, emails, SMS and social media. Manage, train and advocate for remote associates. Manage escalations, coach, motivate, and monitor quality and KPI’s. Reinforce company policies and improves knowledge base, provide corrective action and career development when required. Manage team through various mediums, including phone calls, emails, SMS and social media.

Administrative Assistant

• Jun 2012 - Jun 2013

Provided support for the Learning Technologies Doctoral professors and program staff, updating rosters; making adjustments to students schedules; data entry of vital student data, prepared classroom paperwork for doctoral students, copied staff on student progress, created mailings for students, and created PDF documents for each student enrolled in classes as backup documentation. Provided support for the Learning Technologies Doctoral professors and program staff, updating rosters; making adjustments to students schedules; data entry of vital student data, prepared classroom paperwork for doctoral students, copied staff on student progress, created mailings for students, and created PDF documents for each student enrolled in classes as backup documentation.

Manager

• Oct 2007 - Nov 2008

Supervised up to 200 team members on government contracts, handled escalation calls, monitored associate quality, volumes, and knowledge base, confirmed and closed sales of government plans, as well as answered beneficiaries advanced inquiries and complaints. Supervised up to 200 team members on government contracts, handled escalation calls, monitored associate quality, volumes, and knowledge base, confirmed and closed sales of government plans, as well as answered beneficiaries advanced inquiries and complaints.

Patient Care Technician

• Oct 2003 - Sep 2004