Jerry (Chris) Genther, Aic Email & Phone Number

Columbus, Ohio Area

New Albany, Ohio

• Managed all claim and call functions of call center (Division size varied from 115-130 individuals)• Developed, trained and coached staff to provide cost effective/high quality customer service• Assessed individual and team performance on a regular basis and provided timely feedback• Ensured staffing levels were met • Established a clear vision in line with company values• Built collaborative relationships with other departments• Created job aids such as SharePoint for staff• Effectively administered company HR performance and attendance policies

New Albany, Ohio

• Managed unit to achieve customer satisfaction (Team size varied from 15-25 individuals)• Developed, trained and evaluated staff to provide cost effective/high quality customer service• Developed job aids for staff • Administered company HR policies• Assessed individual performance and provided timely feedback• Handled escalated issues• Participated in Client Presentations and meetings• Participated in 2009 J.D. Power certification

New Albany, Ohio

• Assisted with implementation of 7 customers to new product platform• Led project of hiring 100 Health Concierge staff for new product • Led project of developing relationship with claims vendor • Created plan to successfully train 100 new hires

New Albany, Ohio

• Managed unit of Customer Service and Claims representatives (team size varied from 15-25)• Developed, trained and evaluated staff to provide cost efficient/High quality claims processing and customer service• Managed daily claim inventories• Established collaborative relationship with offshore claims vendor• Developed job aids for staff• Administered HR policies• Assessed individual performance and provided timely feedback • Handled escalated claims and customer service issues

New Albany, Ohio

• Answered inbound customer service calls• Provided customers with claims and benefit information• Performed quality trending for entire Division (Divison size of 100-125)• Performed quality call reviews for entire Division (Division size of 100-125)• Trained new hire classes• Created job aids for Division

Columbus, Ohio Area

• All aspects of restaurant management• Effectively staffed restaurant• Cost controlled food inventories• Trained staff to perform exceptional customer service• Effectively drove sales in one store to 1 million dollars in annual sales