Experience

Advance Health

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Supervisor Specialist II

  • Jul 2015 - Present

• Supervisor Specialist II

  • Jul 2015 - Present

  Supervision and support for a team of approximately 20 call center agents. Duties include providing real-time feedback, taking escalated calls, monitoring calls for quality and performance, helped organize and lead team meetings, coaching agents on performance and other duties as assigned.Responsible for running and analyzing real-time statistical reports, and reacting with the appropriate strategies based on the data.Conducting interviews for open call center positions, coaching reps with performance issues and working with HR and management to ensure that our reps are in compliance with company policies.

• Quality & Training Auditor

  • Apr 2015 - Jul 2015

  Monitored inbound and outbound calls for call center agents daily, scoring the call and providing feedback for quality assurance purposes.Ensured that the agents were in compliance with company policies and HIPAA regulations, as well as verifying that reps adhered to our scripts and were courteous and helpful to all members.Promoted to a Supervisor Specialist position after three months in the Q&T department.

• Scheduling Specialist

  • Oct 2013 - Apr 2015

  Handled approximately 100-125 calls per day, both inbound and outbound, scheduling members for wellness exams on behalf of their insurance plan.Refined sales and customer service skills and used those to develop a rapport with members in an attempt to schedule their voluntary wellness exam.Was one of the organization’s most successful schedulers, and was eventually promoted to the Quality & Training department.



TLK Group, LLC

• Call Center Agent & Supervisor

  • Jul 2009 - Mar 2013

  Coached sales representatives on accurate sales procedures. Helped train new agents on products, services and techniques for excellent customer service and satisfaction. Took inbound calls when necessary, and used sales techniques and customer service skills to upsell customers on the latest products offered. Coached sales representatives on accurate sales procedures. Helped train new agents on products, services and techniques for excellent customer service and satisfaction. Took inbound calls when necessary, and used sales techniques and customer service skills to upsell customers on the latest products offered.