Provide ongoing coaching and refreshers to agents. Identify gaps in procedures and provide feedback and suggestions for process improvements. Solve complex inquiries by researching various systems. Create and maintain departmental reports to monitor and identify trends such as misdirected call transfers, call types. Continuously monitor process changes to proactively identify ways to streamline and simplify processes. Research and test solutions and create job aides to assist in training the team. Create departmental reports using Excel, such as monthly client reports, repeat callers, escalations, call volumes and misdirected calls. Created and maintain a team dashboard which illustrates the department’s overall SLAs as well as current events and upcoming training. Developed strong relationships with numerous departments that allow me to assist our clients through the medical record review process efficiently and effectively.

Process installs, renewals, and plan changes for River Valley and NHP groups in FACETSTerm and reinstated groups as needed, on request of group, Billing, RAE, or Risk ManagementVerify group information to ensure we are in compliance. Work with multiple departments such as Inside Sales, FUW, and Products to obtain any missing group information needed to complete install or plan change.

Troubleshoot network and computer connectivity issues. Reset email passwords and investigate email issues. Identify network issues and schedule technicians to address the problem

Ensure all areas are running efficiently, reallocating staff as needed depending on customer volume.Responsible for handling all escalated customer concerns.

Set new customers up with payday loans through the verification of personal information, income, and employment using web based applications. Provided ongoing customer service for clients, both in person and over the phone, by answering questions and processing loan payments and collections for late payments. Created and maintained regional financial goals using Excel and Microsoft Suite of Programs.

Coordinated staffing levels to meet internal and external customer service expectations. Served as primary contact for other casino departments and law enforcement for all cash related customer interactions. Provided training of new staff as well as ongoing training for all staff members. Balanced and verified multi-million dollar main bank inventory.