Angel Christopher Email & Phone Number

Tampa, Florida, US

• Manage the PBM Customer Service Center teams responsible for processing daily Worker's Compensation claims, including the handling of inbound/outbound calls for pharmacy, ancillary medical services, and associated.
• Provide day-to-day leadership, guidance, and direction for the Clinical Support team activities related to processing the Clinical Intervention Programs including but not limited to Independent Pharmaceutical.
• Responsible for onboarding new clients or new client requests, tailoring workflows to meet their unique needs without compromising exceptional service for all customers by proactively identifying and resolving.
• Manage, mentor, and act as a change agent, by developing a high-performing team in the spirit of exceptional service to all internal and external partners with the goal of establishing a culture that promotes teamwork.
• Collaborate with department leaders to identify training needs, develop engaging and effective training materials, and implement a system for ongoing maintenance and updates.
• Plan, analyze, and shift resources to balance the department budget ensuring end of year goals are met.

Saint Petersburg, Florida, US

• Manage the daily operations of all Member Services Training and Quality department functions ensuring KPI’s, quality control, and customer service goals are achieved in 3 call center sites with over 300 customer.
• Responsible for overseeing and delivering multiple projects in the creation, management, and execution of training and development programs in the Member Service, Enrollment, Claims, and Care Management departments.
• Identify opportunities derived from call trends, quality data, customer satisfaction surveys, voice of the customer, and employee focus groups to facilitate the creation of training programs needed to enhance employee.
• Facilitate the development and implementation of the quality documents and tools used for inbound and outbound calls to customers making necessary changes to meet compliance/regulatory requirements.
• Perform onsite audits with delegated vendors to ensure training, quality, and secret shopper programs meet regulatory requirements for inbound and outbound calls.
• Communicate between executive leadership and call center vendor client on statement of work to ensure objectives and deliverables are met within required scope of agreement.

Saint Petersburg, Florida, US

• Manage teams comprised of call center representatives, quality assurance representatives, and department trainers, directing their activities and monitoring their performance for the achievement of call center targets.
• Monitoring random inbound calls to improve the quality, minimizing errors and tracking operative performance.
• Writing and conducting performance evaluations, making employment decisions, setting up performance goals and targets for assigned team.
• Participate in designing the call monitoring formats and suitable quality standards.
• Forecast, coordinate, and execute training needs and plans to ensure department objectives are met.
• Recruit and hire new personnel for the team and for the department.

• Managed all daily operations including inventory, product knowledge, distribution flow, and office staff.
• Supervised equipment maintenance, compliance conformance, and claims and billing processes.
• Ensured quality standards and accreditation requirements conformed to health and safety regulations.
• Built provider and customer relations by solving and investigating long-standing or complex problems and effectively communicating through various resources such as phone, fax, email, and one-on-one visits.

• Operations Manager 07/2005 - 11/2006
• Responsible for the recruitment, training, development and motivation of operations staff in the Call Center, Enrollment, Compliance, and Training departments ensuring departmental performance standards are met in a.
• Submitted regular reports to the V.P. of Operations on attendance, trends, activity peaks, and impacts of program implementation or system changes on sales or customers.
• Planned and organized incentive programs resulting in increased attendance and productivity, and assured quality service to all internal and external customers through management of daily workflow. Compliance/Training.
• Developed, supervised, and trained a leadership team which comprised the training, quality assurance, research/resolution, carrier relations, and appeals/grievances departments.
• Effectively developed business learning strategies to support management throughout the organization as it pertained to the goals and performance standards of each department.

Education record

Education record