Destiny Phillips Email & Phone Number

Dallas, Texas, US

Oversees and directs all aspects of the Contact Center operations to assure that patients receive prompt, friendly, accurate and courteous service. Maintains service level objectives, and provides feedback concerning customer service and satisfaction. Typically manages through subordinate supervisors and professionals in larger groups of moderate.

Dallas, Texas, US

Hartford, Connecticut, US

• Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service. Is visible and available to staff to answers questions, monitor calls and.
• Utilizes available incentive programs to reward, recognize and celebrate team and individual successes.
• Assesses individual and team performance on a regular basis and provide candid and timely feedback regarding developmental and training needs; includes completion of monthly and annual scorecards.
• Monitors all performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands.
• Develops and maintains strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common service center objectives.
• Remove barriers to job performance and ensures regulatory compliance.

Hartford, Connecticut, US

• Performs phone quality reviews; monitors inbound and/or outbound calls to analyze and evaluate customer service skills against established phone quality metrics, including but not limited, to call process measurements.
• Documents quality issues and performance measures for management review; analyzes results and recurring trends; provides feedback to management concerning these findings
• Provides feedback to customer service employees to offer positive reinforcement and drive continuous improvement.
• Demonstrates expert knowledge of all products and is accessible to resolve concerns or provide information as necessary.
• Partners with management to assess training needs within the team; serves as a resource, mentor, and coach. Identifies and shares best practices.
• Continuously seeks avenues for developing the customer service employee’s expertise to support company goals and objectives.

Hartford, Connecticut, US

Experienced in a customer service call center environment.Proficient in the use of call center technology and associated software applications.Achieves call center performance standards and complies with Aetna requirements.Has an excellent attendance record, is punctual, and complies with the attendance policy.Has the ability to learn, retain knowledge.

Bachelor Of Business Administration (B.B.A.), Business Administration, Management And Operations

Associate'S Degree, Business Administration And Management, General