Brian Shoop Email & Phone Number

Orange, CT, US

Farmington, CT, US

• Manage implementing, validating, and ensuring the optimal functioning of all call center and customer satisfaction related systems, resources, and tools. Collaborate with vendors for data integrity and minimize system.
• Received award for converting enterprise to Genesys Cloud for telephony, workforce management and reporting.
• Built eMite and Genesys reports for advanced reporting insights and dashboards.
• Employee of the Quarter, Q2 2024 for development of Microsoft Forms process and employee engagement efforts.
• Nexidia and Genesys speech analytics customization by line of business. Query development for callback promise and repeat call

Farmington, CT, US

• Perform in-depth analysis of data and artifacts to identify process improvement opportunities
• Responsible to communicate updates with technical and non-technical stakeholders
• Propose solutions that challenge business owners to think beyond current experience
• Administrator and Call Center subject matter expert for Genesys Workforce Management, Administrator Extension, and App Automation Platform
• Planned and implemented call center reorganization to align our departments with the change from an employer driven to consumer driven market
• Implemented Workforce Management enhancements and upgrade resulting in an increase in call center productivity by 15%

Farmington, CT, US

• 5 Star Medicare rating for Customer Service
• Increased Membership by 13% increase
• Increase of Member call volume by 6% due to membership growth and reduced the Average Speed to Answer by 48%, Abandonment Rate by 60% and increased Service Levels by 16%
• Increase of Provider call volume by 12% and reduced the ASA by 3%, Abandonment Rate by 18% and increased Service Levels by 3%
• Project lead for implementation of Genesys telephony technology and call center desktop
• Manage Member services, Provider services, Direct Marketing and Telephonic Enrollment associates responsible for Sales and Enrolling prospective Medicare members and Brokers

Farmington, CT, US

• Successfully completed seamless transition of NJ Medicaid and CT Medicare products to UHC
• Manage customer and provider service associates responsible for Northeast and Arizona Medicare and New Jersey Medicaid products resulting in the number one team
• Handle escalated and complex customer service inquiries via phone, email and/or correspondence ensuring customer satisfaction
• Created report tracking Medicaid member complaints resulting in a 12% reduction in complaints
• Review reports and perform root cause analysis to validate, track, delegate to ensure that all departmental goals are met and provide feedback
• Participate in the establishment and review of departmental goals

Woodland Hills, California, US

• Successfully completed seamless transition of NJ Medicaid and CT Medicare products to UHC
• Manage customer and provider service associates responsible for Northeast and Arizona Medicare and New Jersey Medicaid products resulting in the number one team
• Handle escalated and complex customer service inquiries via phone, email and/or correspondence ensuring customer satisfaction
• Created report tracking Medicaid member complaints resulting in a 12% reduction in complaints
• Review reports and perform root cause analysis to validate, track, delegate to ensure that all departmental goals are met and provide feedback
• Participate in the establishment and review of departmental goals

Woodland Hills, California, US

• Coordinated and implemented migration to new internal knowledge database for associates
• Remained direct contact for 20 plus high profile groups totaling over 25,000 lives
• Created cross functional schedule to allow representatives to take incoming phone calls and email resulting in an increase of 5% in service levels
• Review and creates new policies, procedures and guidelines with associates
• Investigate, analyze and develop creative solutions to complex client, broker and general agent specific problems related to, claims, networks, providers, eligibility and billing

Woodland Hills, California, US

• Direct contact for 20 plus high profile groups totaling over 25,000 lives
• Developed and maintain strong working relationships with clients, brokers and general agents
• Proactively communicate resolution with clients, brokers and general agents via email and phone
• Use knowledge of Health Net policies, procedures, products, systems and services to exceed goals
• Assist Account Managers with clients, brokers and general agents inquiries

Woodland Hills, California, US

• Identification of training, developmental and support needs by conducting departmental analyses
• Train associates in various modalities: classroom, small groups and individual mentoring
• Monitor and evaluate trainee's development by implementing an evaluation assessment process
• Resolve escalated and complex questions from associates, members and providers
• Develop criteria for evaluating effectiveness of training activities and recommendations

Woodland Hills, California, US

• Provide exceptional customer service to member and providers in inbound call center
• Maintain knowledge of policies, procedures, products, systems and services
• Exceeded AHT, quality and compliance goals

New York City, New York, US

• 2004 Sales Leadership Award winner for sales gain over $100,000
• 2004 Rookie of the Year Northeast Region
• Manage 1.5 million dollar store
• Ensure that associates are using appropriate sales techniques
• Maintain a high level of customer service by ensuring that service standards are high and customer issues are quickly and efficiently resolved
• Implement safety and shrink best practices resulting in audits within company standards