Team Manager/Supervisor

• Jul 2020 - Present

Support Center Operations Supervisor

• Apr 2016 - Jan 2019

Identify opportunities with targets and prospects; striving to support the full suite of FacilitySource services to these clients through supervising the “first contact” customer service aspect of the business. Performed the necessary tasks to ensure the perfect customer services operations and management reporting, including but not limited to: Establishing goals, analyzing growth and providing accurate, complete, and timely submission of required progress reports, and status of opportunities within the Support Center. Facilitating ongoing training and development of customer service associates to meet desired outcomes per client specification and meet the call centers goals service levels, abandon rates, and hold times. Show less

Operations Supervisor

• Aug 2008 - Sep 2015

Help to drive the organizational well-being strategy by engaging associates around their finances, health, purpose and security. Responsible for hiring, coaching, leading and managing the overall performance of a team of 20-30 associates. Ensure that associates understand the Humana business strategy and their role in achieving it. Telesales Specialist - 2008 -2013 Successfully lead Medicare Supplement campaign which resulted in our center coming at 120% of goal. Successful in providing coaching in order to exceed the goal set for the Annual Election Period for the past four years. Work with leaders in other departments to increase awareness of Humana within the local communities we serve. Communicate proactively with other departments to ensure efficient, accurate and timely responses to internal and external customer needs.Achievement Highlights: Associate involvement with EDGE Replacement Project – 2012, Dedicated HFPP Specialist – 2010, Top Phoenix DMS Call Center Agent for Quality Assurance AEP 2009, Top Phoenix DMS Call Center Agent for Quality Assurance August 2009. Show less