Provide daily leadership to a team of 17- 42 Customer Service, Email, and Refund Representatives (Case Managers). Responsible for hiring, coaching and developing staff; as well as coordinating and directing daily shift operations while maintaining member satisfaction. Work with QA Manager and Trainer to create written processes and process flows using Microsoft Visio. I am a certified internal auditor and the point of contact for all Call Center audits such as SSAE 16 and ISO; working with auditors such as Moss Adams. Streamline refund process between departments to complete all Refund Request within 30 days or less to meet contractual financial KPI’s. I am the Project Manager overseeing the development and deployment of an Automated Email Management System. Work with report writers to design and implement various production reports for both the Email and Refund daily activity. Hold weekly meetings with clients to provide updates on day-to-day operations, changes, and call trends. Take patron escalations and work cross-functionally with Operators, Clients, Fulfillment, and Finance to identify a reasonable resolution. Ensure member service levels are met on a daily basis by actively monitoring calls in queue, Average Speed of Answer (ASA), and employee real time Adherence. Work closely with Contact Center Supervisors by traveling to Tennessee to ensure consistency amongst programs and staff in both sites. Serve as the primary point of contact when Senior Management is out of the office.

Provide daily leadership to a team of 17- 42 Customer Service, Email, and Refund Representatives (Case Managers). Responsible for hiring, coaching and developing staff; as well as coordinating and directing daily shift operations while maintaining member satisfaction. Work with QA Manager and Trainer to create written processes and process flows using Microsoft Visio. I am a certified internal auditor and the point of contact for all Call Center audits such as SSAE 16 and ISO; working with auditors such as Moss Adams. Streamline refund process between departments to complete all Refund Request within 30 days or less to meet contractual financial KPI’s. I am the Project Manager overseeing the development and deployment of an Automated Email Management System. Work with report writers to design and implement various production reports for both the Email and Refund daily activity. Hold weekly meetings with clients to provide updates on day-to-day operations, changes, and call trends. Take patron escalations and work cross-functionally with Operators, Clients, Fulfillment, and Finance to identify a reasonable resolution. Ensure member service levels are met on a daily basis by actively monitoring calls in queue, average speed of answer, and employee real time adherence.

Hire, train and supervise competent, productive, motivated unionized staff to provide high quality telephone service to Kaiser Members.Develop, implement and evaluate programs in compliance with equal employment opportunity laws and regulations for sourcing, recruiting, hiring, orienting, and retaining talent, as well as for succession planning and organizational exit.Create a work environment that empowers employees to make decisions that affect their future with the organization and their career goals.Coordinate and direct daily shift operations in collaboration with other supervisors.Maintain a positive, productive and cohesive work environment within the Kaiser Business model and corporate culture.Support compliance and Kaiser Code of Conduct by maintaining confidentiality of information, protecting the assets of the organization and acting with ethics and integrity.Anticipate, address and diffuse workplace issues that may interfere with the organization's business objectives; resolve disputes between and among management and employees.Adhere to applicable federal, state, and local laws and regulations, accreditation and licensor requirements (if applicable) and Kaiser Permanente's policies and procedures.

Oversee the daily dispatch operations by monitoring dispatch Specialist, service levels and Contract Station's response times.Responsible for building and maintaining continuous relationships with Contract Station owners and their employees.Work directly with Contract Station owners to ensure AAA policies and procedures surrounding membership, quality of service, and response times are being met, while at the same time, adopting the "Members First" concept and other AAA core visions and values. Along with the Director of Call Center Operations, oversee departmental budget to help improve the budgetary cost of running the Customer Call Center, decrease cost, and improve service levels for the company.Recruit, interview and hire new talent for the Help Desk Team. Provide initial orientation and ongoing compliance training for new hires.Supervise up to 20 Help Desk Specialists and promote a team environment by providing direction, guidance, coaching, professional development and ongoing compliance training.Schedule, manage and perform Training & Employee Development.Monitor and promote positive employee relations and assist managers with conflict resolution.Respond to customer complaints, propose solutions, and ensure customer satisfaction by following through with consumers and Help Desk Specialists.Responsible for collecting and documenting data on team progress and creating development plans for team members in threat of termination. Administer disciplinary action and terminate staff when necessary.

Responded to member complaints and accurately recorded statistics on each call. Used logic and reasoning skills to address and resolve issues that may impede delivery of quality service.Ensured overall member satisfaction by managing member relationships and continuing a reputation for excellent service to generate repeat business. Enhanced member relationships by demonstrating concern for member safety. Kept members informed of the status and progress of their service requests.

Proactively oversaw the processing of member requests for roadside assistance.Communicated clearly and effectively to appropriate service provider units using a variety of communication mediums including two-way voice radio, data terminals, telephone etc.Received, reviewed, tracked and prioritized member service requests in a timely manner.Coordinated member service requests with appropriate units/personnel for resolution.Monitored multiple service provider units to achieve optimal member service.Interacted effectively and productively to provide timely, quality delivery of member roadside assistance needs.