· Supervise the HRBCC call center staff located in dual locations, one in Virginia, and the Maine call center in a 6000 square foot secure facility with over 35 employees.· Schedule staff in both locations from 6.30 am to 8.30 pm.· Involved with managerial decisions relating to the success of the contract, working directly with the Program Manager, Deputy Program Manager and Executive Management at corporate office. · Communicates and troubleshoots with the Technical Monitor on any questions or issues relating to the program. · Relays and trains all employees in the changes.· Documents all user issues and requests in detailed reports and forwards all reports to Navy for review. Edits and thoroughly reviews reports prior to sending to Navy customer.· Trains all employees on federal benefits rules and regulations, DON SOP’s and in house processes. · Develops and updates all training materials· Develops and works directly with the Department of Navy in updating the DON SOP'S.· Updates all reference materials on numerous changes.· Answers emails and phone calls from Department of the Navy Civilians in a call center environment in order to assist with benefit processing needs including, benefit elections for health insurance, life insurance, Thrift Savings Plans and Retirement.· Leverages a variety of interviewing techniques to extract all pertinent benefit information from callers and ensure that callers are not fraudulently claiming benefits that they are not entitled to.

Answered questions and solved federal benefit inquiries and issues in the HRBCC Navy Contract call center