Experience

WellSpace Health

• United States
• Hospitals and Health Care
• 200 - 300 Employee

• Contact Center Operations Manager

  • Mar 2020 - Present

  • Plan, supervise and manage the day-to-day department operations related to customer service and call handling. This is done to ensure timely handling of member and provider calls to meet customer service performance objectives. • I review the overall performance of the customer service representatives; collaborate with the Supervisor, Customer Service Quality and Training, to ensure that staff are properly trained and receive ongoing training and support to maximize competency and performance. • Collaborating with internal stakeholders to develop, maintain and improve training materials and department resources is a daily function. • Review activity logs and make adjustments to staff coverage on various call queues to ensure timely handling of calls and non-telephone tasks. • Monthly, I evaluate, and analyze report trends of performance involving service metrics and present them to the Executive Team. • Develop a high performing department culture and staff. This includes setting the standard for staff/peers and motivating employees to maximize organizational goals and objectives. • Appraising performance, rewarding and disciplining employees, addressing complaints and resolving issues. This includes providing regular and effective feedback to employees and completing timely and objective performance reviews. • Provide an overview of the many attributes of Patient Services and how we play a vital part in the overall operation of WellSpace Health to the new employees at bi weekly orientations. Show less



Healthcare Services Group, Inc

• United States
• Hospitality
• 700 & Above Employee

• Manager

  • Dec 2013 - Present

  Manage, train, coach and discipline a team of 20+ employees Responsible for ordering product and supplies Maintain accuracy with payroll, budget, and scheduling Consult with site department heads for any areas needing additional attention · Prepare and modify reports to monitor team's overall quality and performance · Provide district manager with agent performance reports Manage, train, coach and discipline a team of 20+ employees Responsible for ordering product and supplies Maintain accuracy with payroll, budget, and scheduling Consult with site department heads for any areas needing additional attention · Prepare and modify reports to monitor team's overall quality and performance · Provide district manager with agent performance reports



Santa Clara Family Health Plan

• United States
• Insurance
• 100 - 200 Employee

• Customer Service Supervisor

  • Oct 2016 - Aug 2022

  Supervise the day-to-day activities of the Call Center team (12 agents) including handling escalated calls from members and/or providers who wish to speak with a supervisor and availability to answer CSR questions and concerns throughout the day. Review activity logs and make adjustments to staff coverage on various call queues to ensure timely handling of calls and non-telephone tasks. Assist with the training of new hires and continued development of existing staff; work with management on updating and scheduling appropriate training sessions. Provide input and assistance on the development and maintenance of training documents and desktop resources that support Call Center operations. Effectively assimilating, training and mentoring staff and (when appropriate), cross training existing staff and initiating retraining. This includes coaching to help increase skills, knowledge and (if applicable) improve performance. Developing a high performing department, culture and staff. This includes setting the standard for staff/peers and motivating employees to maximize organizational goals and objectives. Show less



Delta Dental Ins.

• United States
• Insurance
• 700 & Above Employee

• Contact Center Supervisor

  • Jan 2004 - Feb 2013

  Recruited, managed and mentored an average of 24 new customer service representatives per year. Developed, implemented, and monitored programs to maximize customer satisfaction.· · Front line support of customer service contact center · Provide feedback, coaching, and training to team members Prepare and modify reports to monitor team's overall quality and performance · Provided detailed monthly departmental reports and updates to senior management. Owned team productivity metrics. Addressed negative customer feedback immediately. Show less



Costco Wholesale

• United States
• Retail
• 700 & Above Employee

• Maintenance Technician

  • Feb 2007 - Mar 2008

  Maintained overall warehouse cleanliness ·Provide store front customer service Worked in multiple departments as needed (retail, inventory, stock). Maintained overall warehouse cleanliness ·Provide store front customer service Worked in multiple departments as needed (retail, inventory, stock).



Crystal Bottling Company Inc

• United States
• Software Development

• Field Service Representative/Trainer

  • Oct 1998 - Oct 2003

  Responsible for delivering water to both residential and commercial clients Maintained monthly sales quotas, current route slips, and balanced daily reports · Responsible for tracking inventory · Provided on the job training for new drivers. Responsible for delivering water to both residential and commercial clients Maintained monthly sales quotas, current route slips, and balanced daily reports · Responsible for tracking inventory · Provided on the job training for new drivers.