Experience

Regeneron

• United States
• Biotechnology
• 700 & Above Employee

• Lead Biotech Production Inventory Coordinator III

  • Oct 2018 - Present



Maximus

• United States
• Government Administration
• 700 & Above Employee

• Program Analyst

  • Aug 2017 - Sep 2018

  • Analyze data for 8 sub-departments to create monthly quality assurance reports based on contractual requirements. • Utilize data to create PowerPoint presentations for monthly quality meetings for both internal and external clients. • Manage monthly workload of Quality Assurance Specialists to ensure completion of monthly evaluations. • Facilitate the updates of processes and procedures for the program. • Ad hoc analysis per management’s request. • Develop and produce reports… Show more • Analyze data for 8 sub-departments to create monthly quality assurance reports based on contractual requirements. • Utilize data to create PowerPoint presentations for monthly quality meetings for both internal and external clients. • Manage monthly workload of Quality Assurance Specialists to ensure completion of monthly evaluations. • Facilitate the updates of processes and procedures for the program. • Ad hoc analysis per management’s request. • Develop and produce reports from Engage for both internal and external reports. • Support Quality Assurance team with reporting questions and issues.

• Contact Center Operations Manager

  • Oct 2015 - Aug 2017

  • Supervised a staff of 10 Supervisors, 4 Team Leads and up to 120 Customer Service Specialist (CSS). • Created and edited work instructions based on impact assessments for the program. • Monitored call queues and reports to ensure contact center’s service level agreements (SLA) were met. • Worked directly with the client regarding eligibility determinations and grievances. • Scheduled Supervisors and agents for trainings, interviews, days off etc. • Audited and analyzed data… Show more • Supervised a staff of 10 Supervisors, 4 Team Leads and up to 120 Customer Service Specialist (CSS). • Created and edited work instructions based on impact assessments for the program. • Monitored call queues and reports to ensure contact center’s service level agreements (SLA) were met. • Worked directly with the client regarding eligibility determinations and grievances. • Scheduled Supervisors and agents for trainings, interviews, days off etc. • Audited and analyzed data such as quality and timesheets. • Participated in weekly meetings with the client to provide updates on performance metrics and service level agreements. • Interviewed and hired Supervisors. • Worked directly with the compliance department to successfully obtain ISO certification. • Assisted with the implementation of a new contact center in Rochester, NY • Ensured SLAs were met with staffing and quality. • Analyze data to identify improvement activities, potential gaps in policy, procedures and work instructions to ensure contractual requirements are met.

• Contact Center Supervisor

  • Feb 2014 - Oct 2015

  • Supervised team of a minimum of 20 CSSs. • Updated and maintained agent’s scorecards with statistics. • Performed annual performance appraisals. • Identified, analyzed and reported compliance issues through quality monitoring. • Identified any possible gaps in documentation and reported to management. • Handled escalations submitted by CSSs and the client regarding eligibility determinations and grievances. • Listened to and evaluated CSSs’ call records to identify areas… Show more • Supervised team of a minimum of 20 CSSs. • Updated and maintained agent’s scorecards with statistics. • Performed annual performance appraisals. • Identified, analyzed and reported compliance issues through quality monitoring. • Identified any possible gaps in documentation and reported to management. • Handled escalations submitted by CSSs and the client regarding eligibility determinations and grievances. • Listened to and evaluated CSSs’ call records to identify areas of improvements for the CSS and the Program. • Interviewed Consumer Service Specialist and Team Lead candidates. • Coached, created and implemented disciplinary actions plans for CSSs and Team Leads. • Assisted Human Capital with investigations regarding Consumer Service Specialists. • Assisted in managing of the workforce in the contact center to ensure required service level agreements were met. • Participated in the mentor program for new Supervisors.

• Contact Center Team Lead

  • Aug 2013 - Feb 2014

  • Assisted in the implementation of New York State of Health in Albany, NY. • Processed applications for the New York State of Health Benefit Exchange. • Assisted in the “Soft Go Live” for the New York State of Health Benefit Exchange. • Assisted with “Go Live” for the New York State of Health Benefit Exchange. • Assisted Consumer Service Specialist with handling calls and processing applications. • Took escalated calls for Consumer Service Specialists. • Listened to and… Show more • Assisted in the implementation of New York State of Health in Albany, NY. • Processed applications for the New York State of Health Benefit Exchange. • Assisted in the “Soft Go Live” for the New York State of Health Benefit Exchange. • Assisted with “Go Live” for the New York State of Health Benefit Exchange. • Assisted Consumer Service Specialist with handling calls and processing applications. • Took escalated calls for Consumer Service Specialists. • Listened to and evaluated Consumer Service Specialists’ call records. • Troubleshot technical issues. • Provided assistance to Supervisors with Consumer Service Specialist’s needs. • Developed work instructions for CSSs to utilize to assist in answering consumers’ questions on the Affordable Care Act (ACA) and NYSOH. • Assisted the Training team in answering new hire questions during new hire training



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Sales Representative/Key Holder

  • Feb 2012 - Aug 2013

  As a Sales Representative I was responsible for providing quality customer service and helping consumers find products and services to help meet their telecommunication needs. As a key holder I was responsible for opening/closing the store as well as counting registers at the end of the night. As a Sales Representative I was responsible for providing quality customer service and helping consumers find products and services to help meet their telecommunication needs. As a key holder I was responsible for opening/closing the store as well as counting registers at the end of the night.