I am a leader in customer service and support. I have a reputation of taking ownership of the needs of my customers, staff and business. I understand the needs of the customer, communicating those needs to appropriate teams, resolving issues, working with cross functional teams, improving processes and keeping the customer informed. I provide my staff and co-workers the support, encouragement, training and coaching they need to be successful at their jobs. I meet the needs of the business by meeting the needs of the customers and employees but also by always looking to improve business processes and efficiencies and continuing to develop my own abilities. • Over 5 years of supervisor and management experience in a call center environment• Over 20 years of telephonic and face to face customer service and technical support with the ability to identify, analyze and solve problems• Proven Subject Matter Expert (SME) for applications and processes with the ability to document, demonstrate to others and provide process improvements• Flexible team player known for working individually or collaboratively with cross-functional teams and adapting to quickly changing environments• Proven mentor with the ability to provide coaching and training locally or remotely • Over 3 years of experience in Customer Relationship Management type roles • ITIL certified with knowledge of call center process and applications • 5 years of Florida Medicaid ExperienceSpecialties: Customer ServiceCustomer advocateClient RetentionContact Center ManagementVendor ManagementCustom application supportFinancial Application supportProcess ImprovementTechnical WritingTechnical TrainingPeople ManagementCoaching and DevelopmentKnowledge ManagementWritten and Verbal CommunicationReportingSAP Application SupportTicketing and Tracking ApplicationsAvaya CMSJIRAITIL FoundationsITIL OSA (Operational Support and Analysis)ITIL SOA (Service Offerings and Agreements)