Antonio Arias Email & Phone Number

Queens, New York, United States

• Oversee and Analyze Long and Short-Term Call Volume Forecasting and Staffing Needs.• Manage Agent Shifts based on Intraday required staffing by Line of Business.• Manage and adjust Agent Intraday Activities based on staffing needs (Lunches, Trainings, Meetings).• Monitor Real Time Skilling needs and reallocate staff as needed.• Produce and Present Call Center Performance Reports (KPI, Month to Date Performance, Weekly Planning).• Manage team of 3 Workforce Analysts

Queens, New York, United States

• Manage a team of 15 Member Services Associates. • Track and maintain excellent Team Attendance, Quality and Productivity. • Evaluate Team and carry out individual coaching to maintain excellent customer service goals. • Motivate Team to achieve and excel in individual performance goals and cultivate career growth.• Develop tools to facilitate Call Center task tracking and management and continuously improve efficiency. • Create and manage automated time tracking and attendance tracking reports and productivity spreadsheets

Rego Park, Ny

• Ensure Fidelis Care Members maintain their enrollment in Fidelis Care Health Insurance by assisting with recertification with the New York State's Medicaid and Family Health Plus programs as well as the Health Plan's Child Health Plus program.• Develop and Manage Departmental Project Tracking spreadsheets.• Main assistant to the Supervisor, assisting with duties including monitoring and managing the call queues.

Boston, Ma

• Managed a team of 6 people for Dell Services Health Care, MA Health Connector, for numerous projects, • Created and maintained main productivity and attendance tracking spreadsheet and database for the call center• Monitored calls and resolved escalations and other team issues.

B.S. In Electrical Enginnering, Electrical Engineering

M.S. In Electrical And Computer Engineering, Electrical And Computer Engineering