Responsible for On Boarding Process- sending equipment, assigning training, field review onsite trainingResponsible for Overall Management of teams day to day functions, Disciplinary action, App approvalHandle travel arrangements for Field Reviewers across the US including booking car, hotel and flight arrangements through Concur/American Express GBT SystemsApprove all pay/timecards, handle any discrepancies in payManage the incoming chart volume to ensure Field Reviewers are processing their reviews correctly, managing and working to resolve any charts that are past due.Daily reporting to senior level management on all inventory and service level related topicsResponsible for all escalation and data related inquires from senior level management from all departments across the organization.Responsible for the overseeing of training, development and quality assurance for both Field Reviewers and incoming charts they have uploaded

 Manage and oversee department of 20 Rehabilitation Specialists for the Department of Education Responsible for ensuring Rehabilitation Specialists contact borrowers to set up repayment options on defaulted student loans Create, maintain and set production goals for Rehabilitation Specialists Required to run daily KPI’s for representatives to ensure every Rehabilitation Specialist reaches 100 calls and 80 accounts worked each day. Forecasts and reduces overall fallout for $250 million account pipeline while maintaining 5% or less of fallout rate Creating and implementing training material for rehabilitation departments Coaching and developing to ensure all the required documentation for each rehab loan type is correct so the accounts ability to fund, maintain, and update the accounting log of all accounts that are submitted to Department of Education for funding. Monitor and score at least 2 calls daily for each Rehabilitation Specialist which are submitted monthly directly to the Department of Education. Consistently meet and exceed monthly quotas of $30 Million in funded rehabilitations

 Set up the company’s first virtual call center through the use of Contactual Call Center Software. Created the training manual used for call center agents which included Contactual System information, lab testing training material, and call center metrics. Interviewed new employee candidates and provided training to new staff members. Monitored phone coverage, performance, and general operations. Created a Mystery Shopper Call system that allowed call center agents to call into the company’s franchise owners’ locations and grade them on call effectiveness, ability to up sell, and follow company procedures. Participated in the development of marketing campaigns for both the InshapeMD and AnyLabTestNow product initiatives.

 Answered calls and handled customer service for 27 of the 41 total clients the company housed.  Managed a team of 8 to 12 employees including employee training, escalation calls, daily statistical reporting, and coaching. Handled disciplinary action including termination, training and development, as well as scheduling work hours, paid time off, and call-ins for the team. Answered 50 to 80 calls per day to decrease overall work load along with management responsibilities. Increased department efficiency by handling all escalation calls for the 41 different clients the company serviced. Spearheaded the interviewing process for the call center and created a step-by-step process by which potential candidates would be critiqued including a typing test, spelling and grammar test, and a list of 20 questions designed to gage problem solving abilities. Planned, coordinated, and instructed a company-wide classroom session on customer service detailed metrics, call script procedure, and culture two times per year. Presented weekly PowerPoint presentations outlining challenges, changes, awards, and feedback. Measured daily the cost-per interaction for each and reported on weekly generated revenue. Hosted a monthly meeting with all clients assigned to my team to ensure call scripts were followed and revenue was generated as well as daily updates for any escalation issues. Monitored and scored calls on a weekly basis for each employee assigned to my team for quality assurance.  Involved with system acclamation into JD Edwards and AS400.