Chris Orum Email & Phone Number

Ensure all problems, processing and inquiries are handled efficiently within established time frames/work standards.• Provides daily direction and supervision to team to ensure service standards are achieved.• Maintains availability as key departmental resource for company guidelines, department procedures, specifiedworkflows and assigned projects.• Creates specified workflows in accordance with business needs.• Work in partnership with stakeholders and US Assure’s corporate vision and mission.• Consult with manager regarding progress toward goals, production levels, quality levels, staffing needs andprocedural changes.• Assists manager with setting performance and quality expectations.• Conducts performance and quality monitoring, and provides feedback and coaching on a regular basis to teammembers.• Assists manager in writing and administering performance reviews and addressing disciplinary and/orperformance issues according to US Assure policy.• Assists manager in interviewing candidates for employment and assessing organizational fit.• Ensures employees receive appropriate training and necessary resources to perform their jobs.• Performs forecasting and review of employee schedules to ensure adequate staffing levels and resourceallocation.• Performs on‐the‐job training and classroom instructions as appropriate for technical and non‐technicalcompetencies.• Assists manager with payroll administration for department, including the recording of paid time off (PTO),overtime and employee leave.• Utilize company systems to enter all transactions while maintaining production and quality standards.

Provide quality service and customer satisfaction through the allocation, application and coordination of billing team resources to successfully achieve work objectives. Manage a team of ten billing service representatives in a call center environment.• Increased the quality level of calls 10% over department average by monitoring calls and coaching employees for improvement.• Developed motivational techniques to assist billing service representatives achieve an increase in departmental production service levels by 15%.• Spearheaded re-engineering process effort for handling incoming faxes requesting information or changes. Developed and documented new process, developed applicable service level standards, and served as the technical liaison for integration with existing systems. This initiative improved processing efficiency by 40%. • Developed an on-line survey for billing service representatives to identify issues that negatively impact production levels and quality of service. This enabled management to proactively identify and efficiently resolve problems and training issues.

Resolved escalated, high-level technology related trouble issues from insurance specialists. Provided training to employees regarding the use of proprietary technology. • Researched new and emerging technology for compatibility with proprietary systems. Proactively managed the expedient communication of business impacting technical changes to agents and employees, thereby saving the company over a million dollars annually in lost productivity and potential business. • Exceeded company availability for calls objective an average of 15% each year.• Recognized with over 12 awards for exceptional tier III technical support and service.