Experience

Versant Health

• United States
• Insurance
• 300 - 400 Employee

• Customer Service Operations Manager

  • May 2021 - Present

  Linthicum Heights, Maryland, United States



CareFirst BlueCross BlueShield

• United States
• Insurance
• 700 & Above Employee

• Service Operations Manager

  • Apr 2012 - 2019

  Manages a team of Service staff to include Supervisors, Customer Service Representatives and Customer Service Specialists. Ensures daily operation runs with optimum efficiency to achieve all internal and external corporate goals and objectives. Ensures high quality, timely, cost effective service, and maintains high levels of customer and provider satisfaction and retention. Monitors team performance to ensure that all expectations are met while containing costs to meet financial goals.… Show more Manages a team of Service staff to include Supervisors, Customer Service Representatives and Customer Service Specialists. Ensures daily operation runs with optimum efficiency to achieve all internal and external corporate goals and objectives. Ensures high quality, timely, cost effective service, and maintains high levels of customer and provider satisfaction and retention. Monitors team performance to ensure that all expectations are met while containing costs to meet financial goals. Recommends, coordinates and directs solutions to improve operations and customer and provider service, working cross-functionally throughout the organization. Represents the Operational area on a wide range of corporate initiatives. Ensures compliance with all regulatory requirements, mandates, policies and other requirements. Resolves highly complex and sensitive account/member/provider issues. Maintains direct customer and provider contact; personally handles the most complex and difficult inquiries and situations. Develops stategies and executes detailed action plans to ensure excellent results and continuous improvement of service operation. Show less



Bally Total Fitness

• United States
• Wellness and Fitness Services
• 500 - 600 Employee

• Outsourced Call Center Training Manager

  • Oct 2009 - Sep 2010

  Primary liaison between corporate, regional, and outsourced call centers used to support member services, collections and appointment setting. Managed performance of outsourced vendors, analyzed reporting, monitored quality, provided feedback. Analyzed trends and recommended action to improve effectiveness. Facilitated calibration meetings to ensure consistency between centers. Developed training materials and delivered training to call center personnel.



Nielsen Audio

• United States
• Market Research
• 300 - 400 Employee

• Staffing and Scheduling Manager

  • Apr 2002 - Apr 2009

  Managed 10 recruiters, staffing three national call centers to maintain staffing levels of 500+ employees. Demonstrated knowledge of full recruiting cycle including sourcing, screening, assessing, interviewing and selection. Working knowledge of internet recruiting, coordinating open houses and career fairs. Developed effective recruitment ad campaigns. Created and managed a quality, fair selection process including assessments and behavior testing. Provided analysis of recruitment… Show more Managed 10 recruiters, staffing three national call centers to maintain staffing levels of 500+ employees. Demonstrated knowledge of full recruiting cycle including sourcing, screening, assessing, interviewing and selection. Working knowledge of internet recruiting, coordinating open houses and career fairs. Developed effective recruitment ad campaigns. Created and managed a quality, fair selection process including assessments and behavior testing. Provided analysis of recruitment metrics to include cost per hire, time to fill, quality of hire.

• Interviewing Standards and Support Manager

  • Apr 2002 - Apr 2004

  Managed three departments, 42 employees with an operating budget of $2million: Quality Assurance, Training and Customer Service. Ensured adherence to survey methodology and production schedules through monthly internal audits. Calibrated methodology and procedural adherence with 13 national calling center locations. Developed and implemented training programs to improve performance of multiple locations. Managed inbound customer service, maintaining 3% or less abandon rate.