Brenda (Renee) Bronson Email & Phone Number

Saint Petersburg, Florida

Job summary:Provides customer support to consumers via the telephone and/or Internet (e.g. instant message, email). Handles customer inquiries and resolves simple and basic support issues, such as address changes, processing orders, warranty, or billing/payment. For product or service-related issues, will move customer to appropriate Product Support Specialist. Performs other administrative duties as requested. General duties and responsibilities:• Provides customer support by phone, email, or instant message to consumers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to the proper Product Support department.• Processes a high volume of consumer inquiries of FIS products and services, and resolves a targeted percentage of those inquiries.• Troubleshoots customer problems, identifies the root cause of the problem, and uses tool and resources appropriately to determine how to resolve customer problems.• When unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.• Updates customer information and ensures accurate entry of contact information.• Meets the standards of the job, such as quality standards, adherence to schedule, and average handle time.• May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer.

Saint Petersburg, Florida

Job summary:Provides customer support to consumers via the telephone and/or Internet (e.g. instant message, email). Handles customer inquiries and resolves simple and basic support issues, such as address changes, processing orders, warranty, or billing/payment. For product or service-related issues, will move customer to appropriate Product Support Specialist. Performs other administrative duties as requested. General duties and responsibilities:• Provides customer support by phone, email, or instant message to consumers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to the proper Product Support department.• Processes a high volume of consumer inquiries of FIS products and services, and resolves a targeted percentage of those inquiries.• Troubleshoots customer problems, identifies the root cause of the problem, and uses tool and resources appropriately to determine how to resolve customer problems.• When unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.• Updates customer information and ensures accurate entry of contact information.• Meets the standards of the job, such as quality standards, adherence to schedule, and average handle time.• May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer.

Tampa/St. Petersburg, Florida Area

Responsible and accountable for supervising CSR’s activities to assurance of contract compliance § Participates in the development and execution of the quality; develops individual development plans and conducts performance reviews; assists in managing workflow; reports on trends; and collaborates with center representatives § Troubleshooting CSR issues, PC issues and general / specific questions and answers

is responsible for monitoring and coaching of CSRs in the center. We are role models for how calls should be handled by using CMS approved documentation and by example, i.e. taking calls. Successfully achieved 75% faster completion rate on Dual Verification Quality Control project given 4 weeks to accomplishConducted 60 written correspondence monitors monthly on 12 CSR's - 720 in a year including individual coaching per jobConducted 48 phone call monitors (QA) per month for 12 CSR's on average 2304 monitors in 4 years including coaching per call.

Trainers are responsible for new hire classes, return to work plans, train the trainer sessions and assisting other functional groups during down time (QA scoring during SPIKE)Participate in cross-functional weekly calibration calls across all 5 Vangent sites for Quality Assurance Point of Contact for Lawrence site - coordinated and oversaw large project - SPIKE (500-600 CSR's)Leading a team of three, responsible for researching and deciding on validity of appeals submitted by all Trainers in five sites nationwide.Created Training proposal for Training's role in SPIKE to increase morale of CSR's during high call volume.Effectively used allocated budget for recognition and prizes ($214.00 for 9 weeks for 500-600 CSR's).Created and implemented five Return to Work plans a month, including creating and distributing materials, for re-training CSR's who have missed days of employment due to illness, aiding approximately 18 CSRs in the past year.Co-trainer and subject-matter expert for an average of four training classes monthly, assisting between 6 to 40 individuals from multiple lines of business for the last 4 years.Prepare training materials, rosters, and flip charts for 4 training classes a month for the past 1 year. Performed monthly audits on peers 1 per month per individual for the past 1 year. Lead Train the Trainer sessions with exempt employees and managing their documentation of attendance

Supervisors are responsible for managing and developing their CSRs by monitoring and evaluating performance. Overall, the Supervisor is a manager and a liaison for CSRs and upper management. Conducted 60 written correspondence monitors monthly on 12 CSR's - 720 in a year including individual coaching per jobConducted 48 phone call monitors (QA) per month for 12 CSR's on average 2304 monitors in 4 years including coaching per call. Actively monitor CSR attendance and performance Managed on average a staff of 12 Customer Service Representatives for five years. Performing five individual monthly Quality Assurance and productivity monitors, then coaching to improve performance, resulting in an average team performance score of 4%. (Performance Goal averaged 3.75%)Tracking CSR monthly attendance, quality of calls, average handle time and teamwork and then providing weekly & monthly coaching and feedback to help CSRs continually improve their performanceProcessing insurance coverage claims for 4 lines of businessUsing CSR performance statistics to conduct monthly coaching sessions based on monitors; giving annual performance reviews for CSR performance percentages determining merit raises rolled up for averagesWorked with management to implement 3 customer service initiatives, resulting in a 10% improvement in overall team performance

Customer service representatives handle inbound calls from individuals inquiring about the specific contract. Handled 60-100 calls daily from individuals inquiring about applying for Federal positions with the Transportation Security Administration after 9/11Handled escalations from Tier I Customer Service Representatives to assist irate callers Responsible for assisting with outside entity to secure flights for individuals and resolve conflicts Processed calls from Tier I Customer Service Representatives to assist beneficiaries with complex plan choices

§ Responsible and accountable for supervising CSR’s activities to assurance of contract compliance§ Participates in the development and execution of the quality; develops individual development plans and conducts performance reviews; assists in managing workflow; reports on trends; and collaborates with center representatives§ Troubleshooting CSR issues, PC issues and general / specific questions and answers

This position is typical of a Senior Representative on a team consisting of Customer Service Representatives. Senior Rep assists the Supervisor with administrative tasks and handles irate and difficult callers transferred by CSRs.