Experience

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  Acee Medical Billing

  • Business Consultant

    • Jul 2019 - Present

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  Taos

  • Boise, Idaho Area

  • Information Technology Service Desk Team Lead

    • Jul 2018 - Jul 2019
    • Boise, Idaho Area

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  Honeygold of Nampa

  • Southwest Idaho

  • Beekeeper

    • May 2017 - Jun 2018
    • Southwest Idaho

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  Taos

  • Boise, Idaho Area

  • Productivity Improvement Expert

    • Jun 2015 - May 2017
    • Boise, Idaho Area

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  LDS Employment Resource Services

  • Boise, Idaho Area

  • Account Representative

    • Apr 2015 - Jun 2015
    • Boise, Idaho Area

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  MAXIMUS

  • Boise, Idaho Area

  • Operations Supervisor

    • Aug 2013 - Mar 2015
    • Boise, Idaho Area

    • Provide supervision, development and coaching of team members to ensure productivity, quality, and attendance including annual performance reviews and appraisals.• Perform tasks to assure project service level requirements and Key performance Indicators (KPI) and assume leadership responsibility for department tasks and operations as required.• Attend calibration sessions and meetings for the purpose of keeping current on policies and procedures and quality changes.• Support, implement, and enforce contact center expectations as well as departmental and corporate policies and procedures.• Evaluate employee key performance indicators and identify training needs and development opportunities.• Work with Human Resources on creating and delivering corrective action plans, recommend progressive discipline when appropriate, and managed the daily timekeeping system including approving bi-monthly payroll.• Performed projects and other duties as assigned by Site Manager or Director and acted as project manager over projectsAchievements• Delivered customer service core training to new hire classes an interim trainer when training resources were low.• Created new Supervisory staff core business leadership basics training and delivered and mentored new supervisors.• Developed a technical issue reporting process designed to track over 1,500 individual’s daily technical status which reduced reported issues from 300 daily down to an average of 9 technical issues per day within a two month time frame.

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  Hewlett-Packard

  • Boise, Idaho Area

  • CIC Supervisor

    • Sep 2011 - Aug 2013
    • Boise, Idaho Area

    • Supervised a team comprised of non-exempt employees, contingent staff and entry level Supervisors • Directed daily work activities of teams providing remote (offsite) service; customer access, retention and service delivery to solve various business systems and applications problems for customers.• Provided services on standard, specialized and complex client systems and procedures. • Ensured operational excellence by monitoring key metrics and ensuring team goals and contractual commitments were met.• Resolved and monitored routine customer escalations when appropriate.Achievements • Organized, planned, and created retention team of 40 agents for a new work at home program (remote) including developing virtual based training sessions and aids to train CSR’s in retaining customers to increase revenue generating business.• Managed a specialized team of 35 remote agents and used statistical data to mentor and coach team to achieve individual monthly scores of less than 4 minute talk time, above 90% adherence, maintaining a retention average of over 33%, and helping to increase cross selling products by over 30% which led to producing 10 BPO agent top performer awards in the last 18 months.• Researched and gained knowledge in Microsoft SharePoint development and served as collaborator and developer over a development team consisting of 12 individuals to design a web based tool used to boost productivity and improve data mining.

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  Manpower

  • Boise

  • Wells Fargo Online Customer Service Banker

    • Apr 2011 - Sep 2011
    • Boise

    • Respond to inquiries and conducting basic research about bank products, services, operational policies/procedures and transaction• Resolved routine problems and completing supporting documentation including escalating complex questions to senior staff.Achievements • Exceeded expectations on banker performance measures by offering sales referrals to over 45% of calls, achieving 100% daily attendance, over 95% of schedule adherence, and achieved high core profit average of $2000 per week.

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  Integra Information Technologies

  • Boise, Idaho Area

  • Document Imaging Specialist

    • Aug 2010 - Apr 2011
    • Boise, Idaho Area

    • Adheres to established operational processes for preparing medical records for electronic scanning.• Use computer, bar code technology, and scanning equipment to record and track all medical record information.• Follows established quality control processes to ensure accuracy and legibility of medical record information.• Performs other related duties as assigned.Achievements • Prepared and organized documents for scanning and processed over 30 boxes of documents per week into digital format using windows based computer, scanning peripherals, and digital imaging software such as Paper Flow, DSI, and QC Flow.

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  WDS Global

  • Boise, Idaho Area

  • Tech Support Agent

    • Jun 2009 - Jun 2010
    • Boise, Idaho Area

    • Receiving and logging customer contacts in adherence to the Knowledge Management Process. • Handle customer contacts regarding technical wireless issues in accordance with the target metrics required by the Customer and the CET for elements such as handle time, quality, and customer satisfaction.Achievements • Selected to participate in special knowledge operations development programs that helped create a product identification mapping tool that involved large amounts of data entry into SQL database system and a new direct computer linking phone operations project that eliminated the need for a separate phone device used to communicate with customers.

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  Kelly-Moore Paints

  • Caldwell Idaho

  • Outside Sales Representative

    • Jun 2006 - Feb 2009
    • Caldwell Idaho

    • Established and provided pricing schedules, product usage estimates, and bids for B2B customers and remote 3rd party resell businesses • Represented the Idaho District as the Architectural coatings product specialist and served on the company’s Product Improvement Committee for 2 years which aided in the development and testing of 17 new paint products that were later taken to market• Performed project management duties on over 25 government projects involving specific product needs and contractual agreements specified in government regulated project Achievements• Increased annual sales from 650,000 to 1.3 million by gaining new customers in a territory that was previously struggling and maintained sales volume for a 2 year period to become a top-performing area• Increase in sales of over 30% in two years and increased market share for the territory by 20%

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  Applebee's

  • Garden City Idaho

  • Associate General Manager

    • Jun 2003 - Jun 2006
    • Garden City Idaho

    • Designed employee schedules to accommodate over 50 employees that focused on minimizing labor costs without sacrificing exceptional customer service by using historic sales data and operating data from previous years that help to minimize operation costs which contributed to 12% increase in profit• Prepared and maintained reports for time keeping purposes, tracking process efficiency and month end billing that aided in analyzing business operation used to increase profits by 12% in 2 year time frameAchievements• Led the North West Region in productivity, food safety, and sanitation for 2 consecutive years by implementing operating processes and had the highest Quality Compliance Inspection rating company wide at 98%