Erin Palmer Email & Phone Number

Charlotte, North Carolina, United States

Assessing new script, system, source or client updates that affect call operations by analyzing Medicare, Auto, Home, Life, Commercial, and Health Insurance calls fielded by repsFacilitating script and system updates to increase consumer to client success ratesMonitoring and providing assistance to a team of over 80 representatives through all support channels Conducting quality assurance through performance reviews for call reps as needed to ensure compliance in alignment with HIPAA and TCPA laws (SOC2 Compliant)Evaluating and flagging calls from our remote team through DialDrive and Mode apps to maintain and enforce call quality standardsReviewing rep performance data and errors (i.e. dispositions, chargebacks, script compliance) through the use of various reports Monitoring hourly staffing/volume and tracking attendance/schedulingConsulting with Remote Rep Manager and Director of Operations for the monitoring/testing of system updates and system issuesAssessing new script, system, source or client updates that affect call operations by analyzing Medicare, Auto, Home, Life, Commercial, and Health Insurance calls fielded by representativesFacilitating script and system updates to increase consumer to client success ratesMonitoring and providing live-call assistance to a team of over 80 representatives through all support channels Conducting quality assurance through performance reviews for call representatives as needed to ensure compliance in alignment with HIPAA and TCPA laws (SOC2 Compliant)Evaluating and flagging calls from our remote team through DialDrive and Mode apps to maintain and enforce call quality standardsReviewing representative performance data and errors (i.e. dispositions, chargebacks, script compliance) through the use of various reports Monitoring hourly staffing/volume and tracking attendance/schedulingConsulting with Remote Rep Manager and Director of Operations for the monitoring/testing of system updates and system issues

Conducting daily review of tenant files, identifying improper application of policies and procedures by staff members, to ensure compliance with HUD Regulations and PHCD Administrative PlanUtilizing the QC knowledge bank, NMA Wiki, Sharepoint, Podio, Docuphase and other resources to ensure maximum accuracy for citing errors and commentsCreating daily reports in an accurate format as requested and updated by the QC Supervisor Responding to disputes for errors cited from the housing specialist in a timely fashion Other file audits as necessaryAdministering general quality control and reporting fraud to appropriate channels when necessary.

● Scheduling and optimizing posts in alignment with trends on TikTok, Facebook/Google Ads, and Instagram ● Monitoring engagement via Google Analytics to build and maintain a sense of community with the target audience ● Scaled small business TikTok account from zero to 20,000 followers, 400,000+ likes, and 2 million views within 2 months

Duties included scheduling and facilitating itineraries for the summer, teaching values such as team building for maintaining healthy relationships between campers, ensuring their general well-being, and administering Basic First Aid when necessary.

Greensboro/Winston-Salem, North Carolina Area

Duties included taking and processing payments into the database, calling to confirm rates with clients, administrative duties, and answering basic questions until a licensed agent was available.