Supervise and manage day to day mental health call center operations.

•Managing the day-to-day operations of the Sales Floor team.•Recruiting, selecting, developing, and retaining talented team members.•Leading the store to uphold legal standards in the area of compliance.•Managing and training team members to achieve sales and service metrics.•Managing the team to ensure all merchandising sets and guidelines are executed accurately.•Ensure that payroll and expense control metrics are met.

• Supervised, monitored, reviewed, and coached Personal Advocates within the Advocacy team in California call center which serviced approximately 600,000-1.5 million lives in the western region.•Trained and supervised personal advocates in the de-escalation and consultation of members in mental health crisis.•Created, developed, and presented company objectives, quality standards, complaint process and services to potential new customers.•Maintained employee service levels, tracked coaching opportunities, and provided training and feedback to staff in order to ensure customer satisfaction.•Designed and tracked employee service development plans.•Successfully refined and implemented new programs based on metric development and analysis, Key Performance Indicators (KPI’s), and service scores.•Participated in all call center audits, including yearly Department of Mental Health Care (DMHC) audit, in order to identify quality and compliance issues, organization risks, and performance gaps.•Coordinate and manage member mental health services.