Leads day-to-day functions and activities across departments, including people management and operational subjects.Assists in business unit performance driving SLAs and adherence to business unit metrics.Drives innovation and efficiencies of business opportunities, applying processes improvements, and new systems.Helps manage employee teams through coaching and development

Senior account leader with emphasis on overall customer experience/quality across all customer interaction channels, bridging client, administration and call center components. Collaboratively identifies strategic formal and informal developmental opportunities and is responsible for deployment of the resulting efforts. Responsibility for client knowledge management content integrity and usability.

Managed day to day call center operations including; workforce, supervisory, and provider relations personnel.• Developed and oversaw training and quality assurance programs assuring continuous quality improvement.• Designed a comprehensive quality assurance training manual that provides a detailed overview of the QA audit process.• Created a quality key performance indicator dashboard that highlights critical quality performance measures.• Successfully established a work from home program for frontline customer service representatives.• Acted as a liaison between the call center and multiple departments within the organization ensuring customer satisfaction.• Created Access database for Audit and Recovery department that ensured outstanding financial obligations were met.

Led a team of 100 – 200 customer service representatives, 6 supervisors, and workforce management team of 6. Identified process improvement initiatives to improve quality assurance soft skills.• Led VoC (Voice of the Customer) initiative to improve the customer experience.• Achieved customer satisfaction rating of 98% within 4 months, exceeding corporate target.• Project lead for implementation of a new CRM system – I.D.A.• Identified process breaks, technology gaps and training opportunities that are now beingaddressed.• Assisted in creating detailed product website that reduced average call time by 20 seconds.• Successfully staffed agents for random call arrival pattern volumes to meet SLA.• Effectively managed departmental expenses to stay within allocated budget.• Expert data analysis using various dashboards in real time.• Developed specific Excel spreadsheets to examine raw data.