Operations Supervisor

• Oct 2016 - Present

Supervisor for Novartis Patient Assistance Foundation. Supervise 20+ agents and 1 OSL in a fast paced and high-volume setting, focusing on patient needs. Support over 80 different medications, giving direction for next steps on files, coaching agents for improvement, performing quality assurance reviews with agents and addressing escalated calls/files from Strategic Account Leaders (SAL), HUBs and inbound calls. Interact with both internal and external customers regarding policies, procedures and system issues, to achieve optimal assistance for patients and their health care regiment. Monitor call volume and agent productivity to ensure all calls are being answered in a manner that meets client SLAs. Assist in realigning processes/creating Work Instructions to match current BRD and interacted with various departments to ensure support is being given for program success. Ensure all ICARE/ILEAD principles are followed. Was main point of contact for client escalations for 12 months, all while maintaining my own team. Worked closely with SALs to ensure all escalations are handled carefully and in a timely manner. Attended weekly client meetings to discuss trends and issues within the escalations received. Project Manager for Blizzard 2020 preparations/Inbound. I have been or am currently a part of: MMRG. iCARE. PALMa, OWN IT

Collections Training Manager

• Mar 2014 - Oct 2016

Oversaw activities of assigned units to ensure coordination of efforts and compliance with company related policies, procedures and strategies. Analyzed and evaluated policies and procedures to ensure they met client requirements. Delivered standardized classroom style training for new hires and tenured employees in all departments. Maintained all training materials, updated to match any changes in laws or client requirements. Worked with all levels of collection staff to ensure resources were available regardless of department. Monitored progress of training program using A.D.D.I.E. process/methodology and implemented necessary changes. Assisted the collection floor in ensuring that all communications with consumers and third parties were compliant with company, departmental, client and all federal/state guidelines.

Training Manager

• Apr 2013 - Feb 2014

Responsible for training New Hires in AMEX fraud protection policies and procedures, maintain clear documentation of courses completed for all employees and continue growing progress in the training department by reporting growth/attrition to upper management. In charge of training and certifying members of management team in coaching theory/strategies as well as maintaining personal certifications in AMEX curricula. Assisting with creation of training/OJT curricula for new AMEX line of business (Bluebird prepaid card).

Training Manager

• Nov 2011 - Oct 2012

Training new hires in FDCPA, collections philosophy and negotiation skills. Training new hires in FDCPA, collections philosophy and negotiation skills.

Corporate Trainer

• May 2011 - Nov 2011

Transition Team Supervisor

• 2008 - 2011