Experience

The Hatch Group

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Quality Assurance Specialist

  • Oct 2023 - Present



Gallagher

• United States
• Insurance
• 700 & Above Employee

• Senior Data Analyst

  • Jun 2014 - Oct 2023

  Advocate Center Supervisor Advocate Center Supervisor



UnitedHealth Group

• customer care supervisor

  • Apr 2012 - Jun 2014

  Manage a team of 20+. Make sure reps meet/exceed goals such as average handle time, call quality, adherence, attendance and our United experience survey. Coach reps who are under goal and follow thru with corrective actions if necessary. Manage a team of 20+. Make sure reps meet/exceed goals such as average handle time, call quality, adherence, attendance and our United experience survey. Coach reps who are under goal and follow thru with corrective actions if necessary.



UnitedHealth Group

• Hospitals and Health Care
• 700 & Above Employee

• Bilingual Customer Care supervisor

  • Oct 2007 - Jun 2014

  Assisting members/providers with any questions regarding their insurance. Resolve customer problems claim problems for providers and employees. Investigate recouped payments for old claims and projects. Assist with new hire training with walking the floor and helping new employees get settled in and be the best representative they can be. Leading our team with solutions and problems. Handling escalated situations from spanish callers that need to understand processes. Leading a team of 25-30 agents and meet while meeting/exceeding metrics. Entering agents payroll, corrective actions, hiring and terminating employees. Show less



Adaptive Marketing LLC

• Bilingual Customer Care Representative

  • Aug 2004 - May 2012

  Telephonically communicate with internal and external customers as required to assure proper resolution of concerns and satisfy inquiries. During the process of a referral call, utilize relating, discovering, recommending, and closing in order to resolve member issues and concerns. Maintain expert knowledge of all products, systems and automated customer files to make operational decisions. Work with members to systematically assure the highest possible call handling quality and the lowest possible data entry error factor. Driving the development of high performance and superior customer service. Lead a team that supports client programs, service and products effectively. Assist in recruiting, developing/training, coaching, motivating, retaining and evaluating qualified staff. Ensure service levels are satisfied by leading floor management and workflow distribution. Maintaining talk/wrap time, service, data and both customer and client satisfaction levels. Supervised and motivated 15+ staff in a call center, as team leader. Provided technical support and customer service excellence on telephony systems. Implemented a system and call scripts to aid the efficient management of call volume. Facilitated and expedited the escalation of customer service issues. Show less



Adaptive Marketing

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Customer service lead

  • Aug 2006 - Mar 2012

  Be a supervisor without a title. Take escalated calls from reps, help manage the escalations team, and coach agents who are not meeting normal call center goals. Be a supervisor without a title. Take escalated calls from reps, help manage the escalations team, and coach agents who are not meeting normal call center goals.



Blockbuster

• United States
• Retail
• 700 & Above Employee

• Supervisor

  • Aug 2002 - May 2004

  Payroll, manage inventory, make/meet sales goals/promos, and handle any customer related issue regarding their accounts or concern. Payroll, manage inventory, make/meet sales goals/promos, and handle any customer related issue regarding their accounts or concern.