Adhered to company's standards and procedures and informed staff of these standards. Assisted the administrative, contractual and financial departments of Customer Experience.Trained, mentored and motivated employees to maximize team productivity. Developed initiatives for process improvement and reviewed and assessed ongoing operations.Drove standardized best practices and leveraged support functions to optimize operational performance while meeting goals.Executed and optimized operational responsibilities to promote seamless delivery of services.Identified areas of deficiency and performed root-cause analysis to solve problems. Built strong operational teams to meet process and production demands.

Trained, mentored and motivated employees to maximize team productivity. Disseminated safety information and monitored employee compliance with regulatory and organizational policies.Developed initiatives for process improvement and reviewed and assessed ongoing operations.Met productivity goals by adhering to operating standards and managing labor and expenses.Drove standardized best practices and leveraged support functions to optimize operational performance while meeting goals.Gathered and reviewed customer feedback to drive customer satisfaction and loyalty. Built and developed employee talent to drive engagement, resulting in advancement within company.Reduced process lags and trained team members on best practices and protocols. Recruited, interviewed and hired talented professionals who each brought wealth of experience and exemplary skills to team.Identified areas of deficiency and performed root-cause analysis to solve problems. Built strong operational teams to meet process and production demands.Trained, assisted and supervised 25-member team, resulting in improved efficiency. Delegated work to staff, setting priorities and goals.Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.Reviewed employees' work to check adherence to quality standards and proper procedures.Resolved customer complaints or answered customers' questions.Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.

Supervised staff of 18-30 frontline processing agents.Maintained a 93% average speed of answer.Maintained high ASAT and FCR scores. My team held an 83% ASAT score and the company goal is 70%.Tasked with recruiting, interviewing, and hiring top candidates that support the company's mission and values. When supervising a call center, it is important to hire people that have clear and effective communication, adaptability, patience, portray empathy, and have a positive attitude.Managed projects to drive efficiency and reduce overall costs. For every open inventory case aged over 30 days, Blue Shield is fined $3000. I had team manage this inventory and makes sure no case stays open over 30 days.Successfully reduced the departments aged inventory by 82% with no cases left open over 30 days in the IFP Customer Service Department.I supported the Promise Health Migration. My team was trained to take Medi-Cal customer service calls because their average speed of answer was below company standards. I brought them from a 0% service level starting in January of 2019 to 99% in May of 2019. I successfully kept my team motivated and organized to handle a large call volume.

Supported high call volumes to create a smooth open enrollment for IFP product line. Supported our off shore vendor partners in providing Champion Customer Care to our members by facilitating coaching session sessions for their leadership.Identified trending issues and interconnected with other departments across the company to track and resolve trending issues.

Answered phone inquiries and written inquiries from Members, and Providers regarding Eligibility, Demographics, Benefits & Claims.Support phone reps by taking escalated calls, provide real time assistance and coaching by floor walking, research surveys to assist with resolution and coaching.