Andrea Boisvert Email & Phone Number

United States

Webster, Massachusetts, United States

Massachusetts, United States

Responsible for the assistance and maintenance of vendor partnerships associated with MAPFRE North America Contact Center and Insurance Operations groups, specifically with interactive voice response systems, omnichannel operations and platforms, and interpreter solutions. In collaboration with the leadership team, assisting in the onboarding and maintenance of vendors, including implementing creative business solutions. Assists with day-to-day operations associated with multiple vendors, reporting, and oversight of quality and process. Monitors and regularly reports on vendor KPIs. Collaborates with the leadership team to ensure adherence to quality, customer experience, and other vendor contractual obligations. Conducts and participates in regular and timely collaborations with the vendors. Provides training and technical guidance on MAPFRE programs, initiatives, and customer experience. Participates in the proposals of new solutions and potential vendors.

Monitor and Report on Call Center performance for a contact center of 200+agents supporting insurance for 14 states nationwide. Holds Regular Communication events to advise business partners and vendors on capacity and resources needed, Works closely with Operations and It and coordinate timing and communication for all sites for system maintenances, responsible for logging and reporting on sequence, impact, and root cause analysis of events, coordinates on/off boarding for all supported lines of business, Identifies & communicates best times to schedule training, listening posts, and off phone activities, coordinates with departments to identify staffing issues and concerns. Assisted with the conversion configuration to a new vendor WFM platform and assisted with peer training and development for the new system.

Framingham

Monitor and Report on Call Center performance and adherence for ACG, Personal Health, Dental Professional, and Health Systems, Holds Regular Communication events to Advise business partners and vendors on capacity and resources needed, Works closely with Operations and IT and coordinate timing and communication for all sites for system maintenances, responsible for logging and reporting on sequence, impact, and root cause analysis of events, Manages soundbite campaigns and run-rate base on staffing levels/performance, coordinates on/off boarding for all supported lines of business, Identifies & communicates best times to schedule training, listening posts, and off phone activities, coordinates with departments to identify staffing issues and concerns. Assisted with the expansion of new lines of business, documenting processes and procedures for the new lines of business, and conducted training sessions for peers.

Supervising a team of 12-18 customer service representatives and providing support the emergency call floor. Utilizing IEX to create and update schedules, assist Work Force Management with overtime and scheduling, entering payroll into Kronos, knowledge of response center emergency protocol, assisting agents to meet quarterly goals, and providing agent feedback and coaching when necessary.

Bachelor Of Science - Bs, Business

Business Administration And Management, General