Manage the Patient, Client/Partners and vendor relationship of the daily operations of a high-performing call center responsible for inbound/outbound calls regarding Diabetic Care devices and supplies. Manage a team of offshore Client Services associates who are responsible for managing the relationship for small to mid-clients. • Define and implement a comprehensive patient and client support strategy aligned with the company’s goals and objective. • Lead initiatives that enhance the end-to-end patient/client experience and improve patient/client satisfaction. •Identify process improvements and technology advancements to streamline patient/client escalations that both improve satisfaction and efficiency• Establish measurements, dashboards, reporting, and analysis for the patient/client process to create visibility and efficiency•Build tools and processes that drive visibility and accountability of cross-functional teams including executives and leaders from across Philips•Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm’s reputation and safeguarding Philips, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgement regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.•Design a patient/client support organizational structure that enables team members to develop, grow, and thrive. Train and mentor, a high performing patient and client care team.•Foster a culture of patient and client obsession within the patient/client team•Responsible for Call Center Training, Quality and Workforce Management Teams

Advising management on the administration of human resources policies and proceduresServing as internal consultants by analyzing a company’s current HR programs and recommending solutionsDeveloping, revising, and implementing HR policies and proceduresEnsuring HR programs and services are in compliance with established policies and procedures and state/federal laws and regulationsPreparing and maintaining reports related to specific HR projectsAssisting with the development and coordination of recommended changes regarding workflowDeveloping methods for compiling and analyzing data for reports and special projectsConducting audits of HR activities to ensure compliancePresenting training sessions related to specific HR programs

Manage the daily operations of a high-performing call center responsible for inbound/outbound calls regarding Health (medical, dental, vision plans), Wellness, Voluntary Benefits, COBRA and FSA. Manage 10 – 12 Large Clients with lives to up to 100,000• Manage efficient and motivated workforce of 3 to 4 Team Mangers, and over 50-70 CSR’s and ensure maximum quality of account and relationship management. •Responsible for Call Center Training, Quality and Workforce Management Teams• Use workflow tool to capture each call transaction and Cisco Unified Communicator to manage call and case volume, reporting on pertinent metric data weekly and monthly based on participant or case type.• Organize and lead weekly, monthly, and quarterly meetings with the executive staff; assessed all aspects of call center operations; suggested fundamental changes to streamline processes and reduce costs; and implemented superior customer service processes.• Developed vital KPI goals for the call center • Work closely with Accounting, handled budget administration for the call center • Use workforce management tools effectively forecast call volumes, identify trends, staff the center appropriately, and isolate training and coaching needs.Site lead for Disaster Recovery team.Chairman of the Employee Engagement Committee

Responsible for the Supervision of all the staff who fall under guest relations (Host & Hostess, Floor Monitors, Event Staff). Duties include monitoring daily operations including guest flow, reservations, customer/client satisfaction, time keeping and coaching sessions. As the Human Resource Manager responsible for producing all manuals, reviewing and approving of employee handbook and all personnel forms. Also, for maintaining all social networking websites.AccomplishmentsReviewed all HR forms and brought them up to industry standards.Successful help to implement the Nightlife Programs to the company.Liaison with all promotors, host, Dj's and Celebrities

Provide role model leadership for Customer Service Representatives Ensure schedules are communicated and performed accordingly by CSRs Ensure established practices and work processes, tools and methodologies are being utilized Coordinate staffing with various Service Center Managers Assist in training and developing associates in the Customer Service Center Foster teamwork, positive morale, and open communication Perform customer service support and meet clients'​ day-to-day administrative needs with respect to benefit plans Provide technical support and assist customers in using web-based, employee self-service tools, and be able to troubleshoot basic technical support issues for Customer Service Representatives Respond professionally to customer inquiries/complaints received via phone, e-mail or chat and ensure that appropriate action is taken, including follow up Work closely with other customer service representatives and client representatives Complete special projects as needed. Communicate on a proactive basis Participate in team meetings and training and may participate in client status meetings Read and understand the client's plan documents, amendments and online knowledge base tools, etc. Participate in development of knowledge base tools and client implementation Able to comfortably question the customer in an encouraging manner so as to affect a positive relationship and establish a comfort level to gain the customer's confidence Monitor staff and call management system queues/metrics to consistently meet Service Center performance metrics and quality goals. Work with Client Leads to ensure client cases assigned by CSRs are handled in a timely fashion. Provide back-up coverage for Client Leads through direct support or coordination of coverage with the client team SME - CSR Onboarding and Team Lead Onboarding

PrimePay is helping to take payroll, Insurance and Benefits administration out of the hands of the local HR team and or department. PrimePay will manage employee benefits, helping hundreds of companies reduce costs and maximize the value of their health, life, disability and voluntary programs. Through our staff members and ground breading website, PrimePay develops innovative benefit solutions for local, regional and Fortune 500 companies.Client Services Supervisor Leads the Client Success Specialist members to ensure a high level of customer satisfaction is being met while maintaining the call volume in a timely and professional manner.  Tasked with bringing the Service Center into the 21st Century with new technology, call recording and monitoring. Producing Service Center policies and procedures. Responsible for coaching, mentoring and educating the team members to ensure each individual is developed to their fullest potential, while ensuring the calls are meeting the service level agreements and creating a positive experience for the clients. Work directly under the Director to ensure complete consistency across all Service Center processes. Represent PrimePay on a strategic level in client and internal meetings to meet client goals. Responsible for staff time keeping, evaluations, coaching sessions, training and orientation of new hires.

Responsible for the Supervision of a Call center consisting of Employee Advocates and Sr. Employee Advocates who service HR related calls for over 73 clients how have employees in the range of 25 to 25, 000. Duties include monitoring daily operations including work flow, call volume, call answer rates, customer service; maintaining statistics, time keeping, performing staff evaluations and coaching sessions; responsible for training and orientation of new hires, serves as a liaison between the departments we service and the Call Center.

Process all Payroll and benefits information for all employees

Responsible for the Supervision of a Call center consisting of access schedulers, financial counselors, patient service associates, access referral representatives, and research access coordinators. Duties include monitoring daily operations including work flow, call volume, call answer rates, customer service; maintaining statistics, time keeping, performing staff evaluations and coaching sessions; responsible for training and orientation of new hires, serves as a liaison between the departments we service and the Access Center.

Responsible for providing a high level of customer service to all internal and external clients concerning their health benefits and coverage's by developing a through knowledge of all programs offered, client base and systems in order to maintain maximum retention. Liaison with client and insurance carriers and brokers to discuss enrollment issuers, claims and claim processing issues and procedures.AccomplishmentsMember of the Master Audit TeamDesigned and implemented the call center monitoring and coaching forms.

Responsible for responding to incoming telephone calls from loan account holders. Resolved complex inquires and complaints from customers and upon escalation; processing complex transactions on-line; performing extensive research to resolve the complex customer problems; providing guidance and assistance to more inexperienced service reps by coaching and training, side by side and providing training on polices and procedures, new or enhanced services and/or procedural changes.AccomplishmentsGenerated over $650,000 in cross-selling and or sales referralsRe-designed the CSR training manualDesigned and implemented the monitoring and coaching forms.

Responsible for providing a high level of customer service to all internal and external clients concerning their health benefits and coverage's by developing a through knowledge of all programs offered, client base and systems in order to maintain maximum retention. Liaison with client and insurance carriers and brokers to discuss enrollment issuers, claims and claim processing issues and procedures.AccomplishmentsMember of the Master Audit TeamDesigned and implemented the call center monitoring and coaching forms.

Responsible for providing a high level of customer service to all internal and external clients concerning their health benefits and coverage's by developing a through knowledge of all programs offered, client base and systems in order to maintain maximum retention. Liaison with client and insurance carriers and brokers to discuss enrollment issuers, claims and claim processing issues and procedures.AccomplishmentsMember of the Master Audit TeamDesigned and implemented the call center monitoring and coaching forms.