Experience

Traditional Home Health Care

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

• Home Care Coordinator

  • Sep 2019 - Present



Maximus

• United States
• Government Administration
• 700 & Above Employee

• Admin III QC

  • Oct 2018 - Sep 2019

  Listening to appeals hearings to ensure scripts and processes are followed, mentor new hires, ensure process is followed in uploading of recordings to case files, create and maintain daily schedule of hearings with Hearing Officers and staff. Change conference codes on a monthly basis, reporting any possible PII violations, handle and follow up with escalated consumer calls, record previous days hearings outcomes, email staff for error corrections, review notices being sent to consumers for accuracy, help consumers through the appeals process, provide information to consumers regarding the update of their appeals any other duties assigned by a supervisor for the day.



HeiTech Services, Inc.

• United States
• Business Consulting and Services
• 100 - 200 Employee

• Appeals Worker

  • Mar 2017 - Oct 2018



SOVA, Inc. - Verizon Partner Network - Agent and VAD

• United States
• Telecommunications
• 1 - 100 Employee

• Telesales Support Specialist

  • Feb 2016 - Sep 2016



Genpact Mortgage Services

• Real Estate
• 100 - 200 Employee

• Front Line Manager

  • Sep 2011 - Aug 2015

  Manage day to day operations of a 20 person inbound/outbound team within the call center. Train, coach, motivate and evaluate all associates. Call monitors done on a monthly basis to ensure quality customer care. Monthly performance evaluations to ensure proper work ethic and keep lines of communication open with management and associates. Report directly to our Ops Leader. Proficient in all Microsoft Office products with strenghts in Power Point and Excel. Daily monitoring of all key metrics and SLA's. Coaching of team based on metrics and solutioning to resolve weak performances. Team huddles held weekly to obtain employee feedback. Paricipate in client conference calls and meetings to help develope new process' as well as discuss current process metrics. Run reports daily including pivots and vlookups.

• Client Advisor

  • Dec 2010 - Sep 2011

  Conducted inbound screening of mortgage sales calls and/or outbound calling on the client's customers. A team player and always set the proper example of the client's mission statement and standards of excellence. Understood the client bank's culture, products and hierarchy. Became part of their team by knowing what they are about and what other products they offer. Understand the importance and become fluent in all areas of compliance. Knowledgeable regarding loan programs, guidelines, policies and procedures of the client. Strict adherence to client determined phone schedules, goals and objectives. Utilize the client's loan originating systems for screening calls effectively and transferring the caller to a Mortgage Consultant. Deliver information at the customers's knowledge level in an understanding manner. Effective communication skills including confident and courteous voice tone and the ability to handle difficult customer situations professionally and empathize with customers. Able to apply a logical problem solving approach to resolving customer problems and inquiries.