• Supervise and lead a team of 6 analysis specialists, ensuring efficient operations and high-quality output.• Oversee day-to-day production data management, including monitoring volumes, identifying outliers, and analyzing trends.• Manage work allocation and reallocation to optimize team productivity and meet operational goals.• Provide guidance and support to associates, fostering a collaborative and performance-driven environment.• Implement process improvements based on data analysis to enhance operational efficiency.• Monitor and report on key performance indicators (KPIs) to senior management.• Conduct regular performance reviews and provide feedback to team members, promoting professional development.• Collaborate with cross-functional teams to align production analysis with broader business objectives.

• Managed large quantities of inbound calls in English and Spanish in a timely manner.• Managed and prioritized customer inquiries via chat in a timely manner.• Identified customers’ needs, clarify information, research every issue, and provide solutions.• Met personal/team qualitative and quantitative metrics and expectations.

• Responded to 60 to 75 inbound and outbound phone inquiries daily which included the research of all options and alternatives pertaining to scheduling a home visit for members while providing excellent customer service.• Worked with multiple departments such as Member Services, Healthcare Practitioner Services, and Escalations and Complaints to resolve any issues at hand.• Corrected errors within member profiles using e-healthcare platforms such as Hawkeye MedTech.• Contributed an 85% home visit acceptance rate and conversion rate with Optum Health members, exceeding departmental expectation.

• Responsible for multiple projects at a time, working virtually to meet specified service level agreement deadlines.• Bank wide point of contact responsible for resolving departmental issues through gathered data, analyzed information and software and technology troubleshooting.• Conducted all level employee access and entitlements audits for over 300 employees monthly to ensure that partners meet regulatory risk and compliance standards, exceeding departmental expectation.• Responded to over 75 internal and external partnership inquiries daily regarding computer software operation, credit signing authority limits, credential modifications and additions, and external software setup.• Responsible for all new employee, promoted employee and terminated employee accesses, which included the creation, modification, and deletion of accesses.

• Responded to over 200 inbound calls below the departmental average handle time expectation.• Ensured a high level of satisfaction for credit customers through inquiry response and making credit decisions.• Gathered and analyzed data from the 3 major credit bureaus to determine credit worthiness. Analysis consisted of debt-to-income ratio, paid accounts, open and closed accounts, payment history, existence of home equity, number of inquiries, delinquencies, revolving balance, and credit utilization.• Point of contact for multiple locations onsite and remotely. • Ensured employees reached and remained compliant in trainings, policies, procedures, best practices, and skills to increase productivity to meet daily call volume and average handle time standard of 95%.• Responsible for agent schedule maintenance, including updating agent schedules to reflect adherence changes, tardiness, and absences.