Experience

Stivers Staffing Services

• Customer Service Representative

  • Apr 2018 - Present

  Connect with customers via phone and email to place and update orders for chemical deliveries throughout the United States Track delivery schedules, follow up with warehouses for supply and location of chemical products. Connect with customers via phone and email to place and update orders for chemical deliveries throughout the United States Track delivery schedules, follow up with warehouses for supply and location of chemical products.



Equifax Workforce Solutions

• United States
• Financial Services
• 400 - 500 Employee

• Traffic Coordinator/Recruiter

  • Jul 2016 - Jan 2018

  Recruited new employees through 12-14 staffing agencies to fill hiring requirements for 7-8 teams within call center. Conducted employment interviews for new candidates. Served as singular contact between staffing agencies, Equifax management and call center agents for counseling requests, performance feedback and attendance monitoring for contracted employees. Scheduled training classes for up to 40 new call center agents and cross-training for existing agents. Monitored and adjusted call center phone queues and agents queue assignments to react to anticipated and changing call volume conditions. Performed essential duties, including payroll submission, maintenance and adjustment of employee scheduling and time off. Show less



HDIS

• United States
• Retail Health and Personal Care Products
• 1 - 100 Employee

• Command Center Supervisor

  • Oct 2014 - Jun 2016

  Provide analysis and follow up for numerous call center metrics, utilizing multiple reports and source material. Monitor and fine-tune real-time call center operations to fit inbound and outbound requirements.Helped design employee schedule template to provide baseline staffing coverage for inbound and outbound phone calls.

• Diabetes Sales/Renewal Supervisor

  • Apr 2012 - Sep 2014

  Directly supervised 15-25 employees in healthcare business office call center.Coached team members to improve productivity and QA/QC scores via call calibrations, ongoing training and regular metric reporting. Created and maintained various tracking spreadsheets to measure productivity and quality of work. Created numerous written procedures for office. These procedures ranged from Medicare compliance updates, sales/renewal guidelines and directives, specifics on sales goal achievement and more. Responsible for employee discipline with respect to productivity requirements, attendance policies and compliance adherence. Helped implement and utilize office policy for human resources, including selecting and interviewing potential new employees.Provided guidance, support and direction for team members on two rounds of National Mail Order Medicare diabetic testing supply mail order program.Heavy customer contact on enrollment, renewal and escalation stages. Performed administrative duties, including payroll submission, maintenance and adjustment of employee scheduling and paid time off requests. Show less

• Diabetic Care/Sales Representative

  • Jul 2010 - Apr 2012

  Direct customer contact, outbound and inbound, purposed to enroll patients for home delivery of medical supplies, primarily for diabetes and incontinence.Provide resolution to customer service issues, fully utilizing established procedures and problem solving skills.Trained on various product procedures, all while maintaining excellent Quality and Accuracy scores.Created numerous personal spreadsheets for customer tracking and follow up.Trained new representatives on work duties and procedures. Show less



Royal Gate Dodge Chrysler Jeep

• Sales Consultant

  • Nov 2008 - Feb 2010

  Facilitated sales of new and pre-owned vehicles to customers through both walk-in and cultivated customers. Created and distributed various advertising and marketing materials to attract new and current customers. Developed and maintained client relationships utilizing a “whatever it takes” approach to insure customer satisfaction and retention. Proficient with calculations related to financing vehicle sales. Facilitated sales of new and pre-owned vehicles to customers through both walk-in and cultivated customers. Created and distributed various advertising and marketing materials to attract new and current customers. Developed and maintained client relationships utilizing a “whatever it takes” approach to insure customer satisfaction and retention. Proficient with calculations related to financing vehicle sales.



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Team Leader

  • Jul 2008 - Oct 2008

  Direct supervision of between 12-16 employees in call center environment; indirect supervision of over 300 employees. Heavy customer contact, with emphasis on problem-solving and account resolution. Performed administrative duties, including daily payroll submission. Also maintained various tracking spreadsheets to gauge productivity metrics and quality of work. Conducted bi-monthly team meetings and ongoing coaching sessions to increase overall team performance. Direct supervision of between 12-16 employees in call center environment; indirect supervision of over 300 employees. Heavy customer contact, with emphasis on problem-solving and account resolution. Performed administrative duties, including daily payroll submission. Also maintained various tracking spreadsheets to gauge productivity metrics and quality of work. Conducted bi-monthly team meetings and ongoing coaching sessions to increase overall team performance.



Manpower

• United States
• Staffing and Recruiting
• 700 & Above Employee

• Personnel Clerk, working at United States Postal Service MPO

  • Sep 2006 - Jun 2008

  Responsible for maintenance and organization of Federal personnel files for approximately 16,000 USPS employees. Also created numerous spreadsheets for use in retrieving and transferring files. Helped design and maintain automated job application and postal examination system, including adapting existing postal documents for use in computer system. Assisted postal hiring team with career and temporary employees. Responsible for maintenance and organization of Federal personnel files for approximately 16,000 USPS employees. Also created numerous spreadsheets for use in retrieving and transferring files. Helped design and maintain automated job application and postal examination system, including adapting existing postal documents for use in computer system. Assisted postal hiring team with career and temporary employees.



Healthcare Strategic Initiatives

• Hospitals and Health Care
• 1 - 100 Employee

• Account Supervisor

  • Jun 2005 - Sep 2005

  Direct supervision of more than 20 employees in healthcare business office. Performed administrative duties, including payroll submission. Created and maintained various tracking spreadsheets to measure productivity and quality of work. Created numerous appeal forms and tools for insurance follow up. Worked with both corporate level and local personnel to create new procedures to increase collection effectiveness. Direct supervision of more than 20 employees in healthcare business office. Performed administrative duties, including payroll submission. Created and maintained various tracking spreadsheets to measure productivity and quality of work. Created numerous appeal forms and tools for insurance follow up. Worked with both corporate level and local personnel to create new procedures to increase collection effectiveness.



HealthSouth

• Hospitals and Health Care
• 700 & Above Employee

• Team Leader

  • Nov 2000 - May 2005

  Directly supervised more than 20 employees in healthcare business office. Created numerous appeal forms and tools for insurance follow up. Helped formulate, implement and enforce office policy for human resources, including selecting and interviewing potential new employees. Conceived, implemented and maintained unique computer imaging system for business office, allowing account representatives to instantly access medical record information. Helped create and maintain linked computer system to keep office staff up to date on insurance contract revisions and procedural changes. Implemented paperless office strategies in several departments, significantly reducing supply and operating costs. Performed administrative duties, including payroll submission. Show less