Cory Strode Email & Phone Number

• Used Workforce Management Tools and processes to ensure call center resources are available to respond to fluctuations in call volume.• Provided real time support to Call Center Representatives by responding to escalated issues and working with Subject Matter Expert's to resolve complex inquiries.• Regularly met with Customer Service Representatives to provide performance and quality feedback for the purpose of training and development.• Engaged with supervisory team in strategic planning. • Served as back up to Supervisor and Quality Assurance Coordinator when necessary.• Monitored HR Direct Dial Systems to ensure functionality and works with proper 2nd level support to resolve issues that may arise. • Trained new hires and provided process and procedural changes to call center staff.

• Assist with information gathering for Personal Outcome Measures, and other assessments;• Assist people with maintaining a clean, safe, and orderly home by following safety and infection control procedures; educate people about maintaining homes;• Maintain and expand skills and knowledge relevant to providing high quality support and services. • Obtain and maintain all required certifications and trainings and applies the information to support people served;• Maintains open communication and cooperative work effort with team members• Report and/or document routine and unusual events including completing daily logs, accident reports, outcome data sheets, etc. in a concise, understandable, and legible manner;• Assist people with fiscal management while safeguarding their funds. This may include completing ledgers, reconciling accounts and assisting people with spending choices;• Ensure that people exercise their rights and that rights are not restricted without due process, ensures people are treated with dignity and respect;

Key Contributions and Results:• Supervised 10 HR Call Center employees who handled calls on Benefits (Medical, Dental, Vision,Life, Short and Long Term Disability, Retirement Programs, Pension) and Payroll.• Revamped on-boarding, standardized training, reduced training time and increased accuracy ofanswers• Improved quality measures• Supervised call center employeesProjects managed to completion:• Created new documentation procedures• Implemented monthly and weekly trainings• Created call escalation process to improve accuracy of answers and reduce call-backs.• Created employee quality monitoring process that included measurable key performance indicatorsand performance-driven training plan.

Key Contributions and Results:• Trained employees to handle calls on Benefits (Medical, Dental, Vision, Life, Disability, Retirement,401k, 403b, Pension) and Payroll.• Nurtured a winning team; secured a 90+% customer satisfaction score during first year ofmeasurement through the implementation of customer service training and service improvements.• Increased call center effectiveness through improved communications and documentation resultingin a higher accuracy rate for phone and processing representatives.• Focused on an open door management style to fuel employee fulfillment; worked with supervisors toretain and/or promote team members, resulting in cost-savings and eliminating lost productivity.• Developed and implemented training systems as well as a comprehensive annual training plan forthe department and individual employees.• Supervised call center employees on interim basis.Projects managed to completion:• Spearheaded documentation reorganization that simplified documentation access, enhancedcorporate value, and ultimately strengthened the bottom-line and established a strong, productive,committed workforce.• Created employee quality monitoring process that included measurable key performance indicatorsand performance-driven training plan.• Generated improved employee performance/productivity and revitalized management/staffrelationship.• Created new avenues of communication to internal and external business partners.• Monitored employee performance so that training opportunities could be quickly identified andaddressed by any team member.

Key Contributions and Results:• Brought Gateway Group Home to profitability within 9 months of being named director after fouryears of non-profitability.• Transformed Gateway Group Home to deal with a changing marketplace and built a reputation forproviding quality out of home treatment based placement by adapting to customer needs and ashifting marketplace.Projects managed to completion:• Improved internal pay equity, which increased employee satisfaction and raised employee retention.• Created, implemented and revised all program policies and procedures as well as employee trainingsand orientations.• Created and maintained job descriptions.• Handled company reorganization by successfully transitioning employees and program to a newfacility and new program.• Created treatment plan development procedure using American Express Project managementtraining.• Grew Gateway Group Home program (a six-bed facility) to MABSSCO Lodge (a fifteen-bed facility)• Created plan for successfully changing from Gateway Group Home to MABSSCO Lodge.• Aided in partnership development between MABSSCO Lodge and host county to become their soleprovider.

Bachelor'S Degree, Psychology

Continuing education and training in work-related topics including: • Completed American Express Financial Advisers “Project Management”.

College Prep

High School Diploma