Utilizes workforce management software to ensure staffing and scheduling functions are performed efficiently and on a timely basis ensuring that the call center meets optimum performance standards. Uses strong data research and analytical skills to prepare staffing plans, present reports, and analyze data and impacts for the call center management team.

Demonstrates a high level of urgency and utilizes monitoring tools to assess, diagnose, communicate and resolve complex issues. Acts as single point of contact for troubleshooting, guidance, issue resolution and mentoring in the absence of onsite departmental leadership.Assists in the development and implementation of new and /or pilot initiatives and services. Receives special training and leads the efforts to ensuring the program objectives are met and results are reported and documented appropriately.Provides technical assistance and troubleshooting for online application, systems, access and services and analyzes customer problems to resolve operating difficulties. Investigates and responds to client/customer complaints and initiates service recovery when appropriate. Determines patient concerns to correct and resolve issues in a timely manner. Provides callbacks or follow-up with customers in order to maintain a successful call closure and assist lower level representatives.Responsible for precepting new caregivers. Performs training and mentoring of new hires, trainees, and existing staff. Progresses employees through the resource materials, procedures and policies as competency is achieved. Develops and updates resource and training material to enhance staff knowledge and allow easy use of materials. May work with leadership to plan and hold educational in-service workshops.Provides referrals to physicians/providers. Completes all essential forms, obtains necessary information, such as patient demographic and insurance information. Verifies and updates the medical record with customer information.

In this role, I was responsible for a variety of functions relating to the company's OFCCP compliance services. This involved the execution of daily operational tasks that included job reviews, job cross-postings, account set-up, account management, customer service, conducting audits and ensuring quality standards were met throughout the process.

• Provide customer support by phone to consumers. Serve as a primary contact for inbound customer issues.• Process a high volume of consumer inquires of FIS products and services, and resolve a targeted percentage of those inquiries.• Troubleshoots customer problems, identifies the root cause of the problem, use tools and resources appropriately to determine how to resolve the customers problems.• When unable to resolve the problem, escalates to the appropriate resource.• Meet standards of the job, such as quality standards, adherence to schedule, and average handle time.

• Help Desk Support – Answer phone calls, create tickets, escalate tickets to the appropriate technician, properly document all tickets.• Creating new accounts in Lotus Notes, AS400/JDE, Novell, and in AD• Computer troubleshooting both software and hardware related issues.• Image/Configure computers for new employees• Re-Image computers that have viruses or for other needs, using Ghost Image software