Experience

ATRIO Health Plans

• United States
• Insurance
• 1 - 100 Employee

• Director of Telesales and Call Center

  • Mar 2022 - Present

  We are opening a new call center to better support our Medicare members! We are opening a new call center to better support our Medicare members!



Centene Corporation

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Sales Support (Vendor Manager)

  • Mar 2021 - Nov 2021

  Oversee a 3rd party vendor's performance of our Medicaid and Medicare eligibility contact center.

• Broker Services Manager

  • May 2019 - Mar 2021

  Responsible for supporting 15,000 licensed Medicare Brokers across 25 states



Ring

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• CS Operations Manager

  • May 2017 - May 2019

• Leadership and Agent Development Trainer

  • Nov 2016 - May 2017

• Learning and Performance Trainer

  • Sep 2016 - Nov 2016



WM

• United States
• Environmental Services
• 700 & Above Employee

• CE Commercial Sales Supervisor

  • Aug 2015 - Aug 2016



Hertz

• United States
• Travel Arrangements
• 700 & Above Employee

• Location Manager

  • Oct 2012 - Jul 2015

  Location Manager (12/2014 - current) Responsible for managing and coaching a team of frontline sales representatives and ensuring high customer satisfaction levels. • Coach agents to ensure sales and customer service process is followed • Deliver trainings for specific products and sales theory to increase agent knowledge • Coach low performing agents and provide verbal and written goals Team Performance Leader/Trainer (10/2012 - 12/2014) Responsible for managing a team of VCSR’s, while leading new hire sales training. Redesigned training format to increase and drive revenue through sales based training. • Train new hires in rental process, job expectations and service based sales process • Personally develop team to reach an above standard SRPD and CSAT • Ensure all VCSR’s maximize sales opportunities while providing excellent customer service • Coach low performing VCSRs to follow proper sales process and dialogue to increase SRPD Show less



General Dynamics Information Technology

• IT Services and IT Consulting
• 700 & Above Employee

• Supervisor/Trainer

  • Aug 2008 - Oct 2012

  Supervisor/Trainer for 1-800-MEDICARE (9/2010 – 10/2012) Responsible for development and coaching of CSRs to assure productivity, and customer service quality levels. • Personally develop team to reach an above standard scorecard in AHT, Quality and Customer Service • Ensures completion of assigned projects and departmental goals in a timely manner. • Utilize Behavioral Analytics Personality software to improve customer service skills • Work closely with Management and HR in regards to warnings and terminations • Developed agents understanding of personality types to enhance customer experience Customer Service/Training Assistant (8/2008 -9/2010) Responsible for taking incoming calls for our 1-800-MEDICARE contract and provided excellent customer service. • Met departmental goals for quality, schedule adherence and average handle time • Assisted in CSR new hire training during classroom and nesting period Show less



Primerica Financial Services

• Avondale, AZ

• Division Manager

  • Mar 2007 - Sep 2009

  Personally work with client’s finances and help them become debt free and on track to retire. • Create and present different PowerPoint presentations to clients and Primerica agents • Provide financial education presentations to individuals or to groups • Enter client data and provide the best financial solution possible • Coordinate and schedule interviews by phone or in person • Train and develop agents to work independently • Provide leadership/coaching to all agents Personally work with client’s finances and help them become debt free and on track to retire. • Create and present different PowerPoint presentations to clients and Primerica agents • Provide financial education presentations to individuals or to groups • Enter client data and provide the best financial solution possible • Coordinate and schedule interviews by phone or in person • Train and develop agents to work independently • Provide leadership/coaching to all agents



Cox Communications

• United States
• Telecommunications
• 700 & Above Employee

• Installer II

  • Mar 2006 - Mar 2007

  Responsible for: • Trouble shoot any issues for homes or businesses • Installation of video, data, email, anti-virus software and wireless home networking • Assist with trouble calls from the house to the first active amplifier • Provide excellent customer service and meet the needs of the customer Responsible for: • Trouble shoot any issues for homes or businesses • Installation of video, data, email, anti-virus software and wireless home networking • Assist with trouble calls from the house to the first active amplifier • Provide excellent customer service and meet the needs of the customer



Charter Communications

• United States
• Telecommunications
• 700 & Above Employee

• Installer II

  • Jan 2005 - Feb 2006

  Responsible for: • Trouble shoot any issues for homes or businesses • Installation of video, data, email, anti-virus software and wireless home networking • Assist with trouble calls from the house to the first active amplifier • Provide excellent customer service and meet the needs of the customer Responsible for: • Trouble shoot any issues for homes or businesses • Installation of video, data, email, anti-virus software and wireless home networking • Assist with trouble calls from the house to the first active amplifier • Provide excellent customer service and meet the needs of the customer