Genesis Villegas Email & Phone Number

Mcallen, Tx, Us

-Facilitate virtual training for new hires and continuing education training for front line representatives-Develop training modules for support applications and customer service skills using a variety of methods and strategies based on feedback from customers and end users-Create a criteria for measurement of training effectiveness and progress-Identify performance gaps and provide solutions for training-Maintain records of training activities, participant progress, and program effectiveness-Attend regular conference calls, workgroups and meetings as required

Remote

-Intake, identify, review and triage high complexity inquiries-Provide support and resolution for complex inquiries via phone and email communication-Coordinate and outreach with providers, stakeholders, insurance companies, health care facilities and CMS groups-Provide excellent customer service while adhering to company policies and procedures such as HIPAA-Apply feedback from management coaching sessions to improve metrics and customer experience

Mcallen, Texas, United States

-Facilitates virtual training for phone and web chat roles for a government contract -Provides refresher training for tenured employees as needed-Coordinates with multiple departments to onboard new employees-Works alongside talent acquisition to interview and evaluate potential candidates for the program -Delivers classroom training and formal presentations to class both virtually and on site-Prepares remote worker agreements and works alongside IT to assign equipment for new trainees-Monitors progress of trainees to identify performance gaps and provide solutions to the team-Track personnel trends in performance and provide solutions for quality assurance-Create job aids and improve training delivery based on formal and informal feedback from customers and peers

Remote

-Responsible for supervision, development, and coaching of CSRs to assure KPIs are met, productivity, quality, attendance, schedule adherence and timeliness of work-Evaluated CSR calls to observe trends and behaviors among the group and follow up on improvement-Collaborate with team of supervisors and upper management to build and implement plans to maintain agents accountable and drive high quality performance-Provided reports to management on team behaviors and their daily, weekly, monthly improvement-Complete and deliver corrective action plans or warnings as applicable-Created monthly newsletter and event calendar for site to encourage participation for virtual and on-site agents-Attended calibration sessions for the purpose of keeping current on quality changes as well as departmental/corporate policies and procedures-Log in to queue to be available to assist agents during calls when needed

Mcallen, Texas, United States

-Answer inbound bilingual customer calls in a fast paced environment -Provide attentive customer service and escalate calls to appropriate department as needed-Adhere to the Privacy Act as it relates to the confidentiality of information received-Adhere to metrics of average handle time, quality, accuracy, and schedule-Applied feedback from weekly coaching sessions to improve performance and customer experience