Ebony Richardson Email & Phone Number

Falls Church, Va, Us

Managing a comprehensive team of highly-skilled remote analysts and leads supporting all aspects of communications and analysis within the program, including complex case analysis and issue resolution via phone and emailEnsuring operational goals and service-level agreements are met by providing direction as needed and responding to escalated inquiriesDriving continuous process improvement, developing employees, and identifying new ways to support the client's mission

Falls Church, Va, Us

• Supporting customer-facing initiatives by producing and editing written materials with a focus on comprehensibility, Section 508 compliance, and overall reader experience• Coaching and developing the team of technical writers on the CCIIO Enrollment Resolution and Reconciliation, Form 1095-A Data Reporting (ER&R/1095-A) project• Analyzing complex concepts to provide advanced editing support to internal and external stakeholders• Contributing to the creation and maintenance of business writing and quality resources for the project, such as trainings, templates, and style guides

Falls Church, Va, Us

• Leading the team of technical writers supporting the project• Identifying and remediating deficiencies and dysfunctionality in existing technical writing/editing processes• Leading and participating in deliverable reviews with the internal teams and customer, ensuring that feedback is tracked and incorporated• Developing or contributing to approved templates and style guides for the project

Falls Church, Va, Us

•Reviewed technical and non-technical work products and deliverables to identify and correct formatting, spelling, and grammatical defects•Worked with operations and other teams to develop, deploy, and update process documentation appropriately•Solicited information from technical and business SMEs and/or transformed technical information provided by SMEs into properly constructed and formatted Word or PowerPoint deliverables compliant with company and customer guidelines•Developed high-quality technical and business documentation appropriate for its intended audience•Led/participated in deliverable reviews with the internal teams and/or customers and tracked and incorporated feedback into the deliverables•Tracked and managed development of deliverables to meet all internal and external deadlines and due dates•Used and helped improve approved templates and style guides

Falls Church, Va, Us

• Managed all day to day operations of the Exchange Operations Support Center (XOSC) program• Provided leadership of contact center Supervisors to establish and implement performance metrics, team and operational goals, and process improvements• Monitored and allocated resources as necessary to meet or exceed contractual requirements for servicing inbound call and email volumes• Coordinated schedules for frontline employees across three locations to optimize staff availability during peak hours and surge periods• Maintained open communication with external points of contact on issues affecting contractor performance, workload, etc.

Falls Church, Va, Us

• Provided oversight of a contact center team for the Exchange Operations Support Center (XOSC) in support of state and federal implementations of health insurance exchange systems• Offered guidance and coaching to call center representatives to ensure established standards and service level agreements were met or exceeded• Participated in and facilitated meetings, presentations, and training to stay abreast of changes or communicate pertinent information to stakeholders• Conducted Human Resources functions to include interviewing, onboarding, and policy development• Maintained a working knowledge of all services and systems in order to assist with escalated inquiries

Falls Church, Va, Us

• Provided application support to insurance agents, healthcare providers, and government officials for seventeen web-based systems associated with the Affordable Care Act• Utilized BMC Remedy Incident Management to track and resolve inquiries received via telephone in a timely manner• Trained groups of 4 to 10 newly-hired Tier One representatives and offered individual mentoring for further support, as needed

• Processed customer deposits, withdrawals, transfers, payments, and check-cashing with an outstanding rate of accuracy• Prepared daily branch settlement reports for automated teller machine, coin counter, and bank vault• Sold official instruments such as cashier's checks and money orders