Conor Bryan Email & Phone Number

Louisville, Kentucky, United States

Oversee and manage the daily operations of inbound and outbound clinical call center agents.Assist with recruitment, development, training, evaluation, and coaching of agents.Monitor call center performance reports to ensure compliance with state Medicaid managed care call center performance standards as well as Humana’s standards.Creating and utilization of data reports to improve call center performance. Utilizing process improvement methodology to identify, design and execute initiatives to improve call center performance.

Santa Barbara, California, United States

Subject matter expert for all areas of customer support processes and policies.Develop processes, contact center scripts, and other reference materials.Produce clear documentation and training materials around product updates and changes using information gathered from other departments.Grade interactions against quality assurance standards.Meet with team members regularly to review quality metrics and provide coaching on opportunities for improvementResource for agents, escalations and complex issues.Develop and facilitate training for onboarding new hires and continued development of existing team members, including supervisors.Provide mentorship in a live training/contact-center environment

Hammond, Louisiana, United States

Temporary RoleDesign, develop, and deliver interactive customer service, technical, and product training.Deliver and enhance existing customer service, technical, and product training.Design, develop, and deliver new hire, up-training and refresher training programs.Engage with managers and supervisors regularly to stay informed on regulations, business initiatives and technologies.Review recorded customer care calls to evaluate them on soft skills, product/procedural knowledge and key performance indicators.Providing quality focused support and assistance to all areas of the call center. Compile performance data to make recommendations for improvements in performance and efficiency.Resource for agents, escalations and complex issues. Monitoring, coaching and providing feedback to agents regarding productivity and performance metrics.Managing remote agent team

Getzville, New York, United States

Direct supervision of a team leader and twenty call center agentsTraining, mentoring, and performance improvement of representativesMonitoring of attendance and adherence to policy and proceduresHiring and retention of departmental staffCoaching, and administration of performance improvement plans or corrective actions as needed

Getzville, New York, United States

Call Center Quality Control in a Medicaid Managed Care Environment. Responsible for Creating Reference Material, Monitoring Calls, Responding Personally to Member Complaints, Ensuring Compliance with State and Federal Guidelines Including HIPPA, Training and Supervision

Getzville, New York, United States

Customer Service in a Medicaid managed care call center.Responsible for Maintaining High Levels of Customer Satisfaction, Attaining Production Goals,and Compliance with State and Federal Guidelines

Tonawanda, New York

Store Management of a Dunkin Donuts franchise, Quality Control, Training, Hiring, Supervision, and daily contact/interaction with the public

Tonawanda, New York

Grand Island, New York

Store Management, Quality Control, Training, Supervision, Scheduling, Process Improvement

Bachelor'S Degree, Criminal Justice And Criminology, Minors In Philosophy, Theology And Pre-Law

High School, College Preparation

Activities and Societies: Relay for Life, Varsity Masterminds, Varsity Rugby