Anna Ros Email & Phone Number

West Valley City, Utah, United States

• Responsible for a team of 30 Agents as well as a Senior Customer Service Agent. • Conducts monthly 1:1s to discuss any areas of opportunities or successes the agent may have as well as development opportunities.• Oversees department onboarding classes. I’ve created an onboarding standard of work for the department to achieve a successful onboarding experience for our New Hires. • Manages department interview process and tracking. Review candidate referrals, interview scheduling, conduct interview. • Oversees and helps facilitate New Hire upscale training, Training Bay, organizing a schedule for SMEs to chairside with New Hires along with leading check in and debriefs to follow up New Hires daily. • Tracks and coaches on any attendance concerns and works alongside with IDAM in regard to FMLA and ADA. • Knowledge and understanding of forecasting and staffing needs while working alongside with Workforce Management. • Weekly check in with Client Service Coordinator to understand department needs, Care Center updates, process changes, as well as sharing any feedback from our department.• Monthly check in with Quality Coordinator to discuss any quality concerns and work hand in hand to provide any upscale training for Agents. • Experience with Visio application with creating and updating Workflows.

West Valley City, Utah, United States

• Managed a team of 28 Agents by maintaining high morale and providing expectations of accountability. • Provided open communication for Clients to follow up on processes, provider updates on preferences, and errors from agents. • Responsible for the assistance line. Assisted agents with questions and helped to locate resources. • Coaching of agents on improvement issues, standard of work processes, and personal development. • Facilitated Daily Engagement System to improve team’s work standards in a group effort by gathering data of occurrences from audited calls and setting goals through PDSA experiments. • Trained/created resources for Agents to utilize for further knowledge management development. • Handled escalation calls from patients and providers.

West Valley City, Utah, United States

• Provide timely and effective care for patients and providers by scheduling appointments, sending requests for medication refills, and facilitating messages between providers, care team members and patients.• Piloted offline team which focuses reducing the workload of care center staff and denials from insurance by scheduling patients from incoming referrals and finishing patient registration. • Trained new hires by chair siding and provide constructive feedback

West Valley City, Utah, United States

• Use of excellent guest service to create strong relationships with guests and resolve any complaints in an efficient and effective manner.• Assisted cashiers with transactions, while also managing break schedules and ensuring adequate staffing for the workload.• Adapted to a constantly changing atmosphere, using problem solving skills to ensure that issues were addressed appropriately, and expectations from guests were exceeded.• Forecasted and processed orders to ensure ample stock for business.• Interacted and found solutions with team members to make an effective work area.