Experience

Davis Vision

• United States
• Insurance
• 200 - 300 Employee

• Escalations Supervisior/Business Analyst

  • Sep 2014 - Present

  1. Responsible to support all Call Center teams with daily challenges. 2. Provide feedback and coaching as needed with demonstrated proficiency in Conflict Resolution and Mediation Skills along with quality training as needed in regards to improvements in handling calls. 3. Follow-up with challenges from providers, groups, members and Account Executives, high level complaints and negotiations etc. 4. Responsible for team metrics to ensure timeliness of resolutions, source data for identifying trends etc. 5. Determine and provide for the educational needs of the team associates, coordinating with Education and Quality Assurance. 6. Record all activity in the appropriate data base(s) and ensure quality of records maintained. 7. Develop measurement reports and implement new procedures/processes. 8. Meet and exceed team key performance indicators and provide data so trending of root cause can be done. 9. Answer desk as assigned; telephone back-up as needed. 10. Work with various teams (projects) as needed. Adhere to privacy and confidential and proprietary company policies and procedures (Le. HIPAA). 11. Participate in any/all training and educational activities necessary to fulfill at least the minimum requirements as specified within your departmental goals. This is in addition to the completion of any activities necessary for the maintenance of professional affiliations or organizational requirements. 12. Continually monitor IT systems, Call center procedures, adherence, compliance and education. Show less



All American Renovations

• United States
• Construction
• 1 - 100 Employee

• General Manager

  • Jan 2011 - Jul 2014

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