•Ensuring strong client relationships, executing day to day delivery of services, and overseeing all inbound and outbound activities•Managing metrics, performance criteria, and policies and procedures to improve Support Center productivity and quality continuously•Designed and implemented comprehensive training programs to enhance employee skills and knowledge, ensuring alignment with organizational standards and client expectations.•Spearheaded innovative training initiatives that resulted in a measurable increase in team performance and client satisfaction.•Established and maintained rigorous quality assurance processes, including regular audits and feedback mechanisms, to uphold service excellence and drive continuous improvement.•Developed and enforced quality standards that led to a significant reduction in error rates and increased overall efficiency.

▪ Manage program(s) per the scope of work, program and standard operating procedures within the contracted budget.▪ Manage day-to-day activity of the program operation, including supervision of staff.▪ Directly or through supervisors, drive assigned performance responsibilities of team and team members.▪ Contribute to the analysis and writing of client reports and other deliverables.▪ Monitor and report on program statistics and metrics used to measure the performance of team members, teams, and the program as a whole.▪ Present of program information to internal and external customers.

▪ Lead, motivate and inspire the Patient Assistant Specialists Team to meet program goals and to surpass their individual potential.▪ Handle escalated calls, complaints, questions, and inquiries as necessary.▪ Establish, monitor, analyze and report on key performance indicators related to effective patient access processes and stakeholders initiatives.▪ Manage day-to-day activity of the assigned program duties, including supervision and direction of staff.▪ Provide education and assistance to customer/patients by aiding in the facilitation of job aids, program metrics, and call center.▪ Participate in product design reviews to provide input on functional requirements, product designs, schedules, or potential problems.

▪ Act as the first point of escalation and troubleshooting for customer issues within the team.▪ Efficiently respond to practice questions, requests and issues; effectively collaborate with appropriate serviceresources to solve problems and ensure resolution in a timely manner.▪ Supports team manager and performs management duties when manager is absent or out of office.▪ Develop appropriate system recommendations to meet customer needs, including system configurations, installationplanning, etc.

▪ Maintained Recruiting Efforts and Partner Relationships.▪ Support follows up communication with potential staff and church partnerships after each event.▪ Correspond to, and communication with, potential missionaries about Reliant and how we could serve their specific needs & situations.▪ Tracking & management of missionaries through the New Partnership process - including workflow software & task management.

▪ Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance▪ Appropriately update Salesforce.com to reflect current statuses of program participants, including but not limited to all written or verbal communications, issues, and application submissions.▪ Communicate effectively and professionally with our customers to assure the best possible service is provided.▪ Create and manage timelines for all project related activities and project assignments. Communicate consolidatedproject milestones and deliverables for readiness.