George Conner Email & Phone Number

Valrico, Fl, Us

Tennessee, United States

● Aided with activities of daily living● Assisted with shopping, errands & transportation● Picked up prescriptions & assisted with telehealth visits● Light housekeeping● Meal preparation● Provided companionship● Assisted with Home Hospice care

Cape Coral, Florida, United States

Leveraged understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targetsExpertly presented technological solutions to a client in a confident and articulate mannerContinually assessed existing solutions and building strategies for transformational upgrades or application to new projectsWorked successfully with a diverse group of people to collaborate and enhance client solutionsDelivered expert knowledge of IVR flows, identifying improvement and best practices within CCaaS systemsProvided clients with enhanced IVR scripts and helped them maximize their current systemsProvided tailor-made solutions to enhance workforce productivity, revenue, and risk-management based on client needs.Discussed and collaborated with Client Management teams to understand and enhance employee/customer experience.Performed onsite observations to understand clients’ workflow opportunitiesSuccessfully initiated the launch and the expansion of 9 client projectsCreated and presented a detailed business analysis opportunities overview to client stakeholders to provide business insights, discuss pain points, and develop solutions to these obstaclesTravelled based on client’s needs to conduct onsite-observations and data gathering (time studies, interviews, workflow function, etc.)Provided on-going support and guidance for previous client projects on adhoc basisPresentation of weekly Roadmap in weekly Governance meetings with client teamsCreated Database lookup and Automated chat solutions for clients’ employees and customers within ZenDeskCreated SOP and training documents for clients’ workforce to streamline training process

Remote

Provided guidance, coaching, and mentoring a team of 25 agents to achieve individual and team goals.Created 9 SOP documents for multiple departments to streamline the new projects (3) that we began at the beginning of the year.Successfully navigated the transition to and the expansion of multiple projects.Created Google Sheets documents to provide data gathering and enhanced data visualization via Google Data Studio.Managed timesheet and payroll oversight for my team of 25.Provided support and guidance for training and growth to team members for success.Presentation of weekly trend findings and projections in weekly Governance meetings with C-Suite.Discussed and collaborated with Client Management to enhance customer experience.Created Reporting Documents to allow WFM operations.

Tampa, Florida, United States

Payroll managementMinor automobile repair (window replacement, belt and brake services)Minor car maintenance (Oil change, Coolant exchange, Transmission Flush, etc.)

Tampa/St. Petersburg, Florida Area

Performs big data analysis to identify trends and provides visualized data reports to executive leadership.Delivers projects involving quantitative analysis, industry research, and strategy development. Works directly with global cross-functional teams to problem solve analytical approaches and develop solutions to improve alignment and production workflow.Performs 1 on 1 Coachings with team members to provide mentorship, guidance and career development.Leading a high-performing team through an ongoing transition to expand project.Identifies actionable insights, suggests recommendations, and influences team strategy through effective communication with departmental leadership.

Tampa/St. Petersburg, Florida Area

Performed 1 on 1 Coachings with team members daily to provide mentorship, guidance and career development.Lead a high-performing team of 30 to 40 agents through an ongoing transition to expand project.Provided subject matter support to production floor whilst managing team administrative duties.Established team goals and works with direct reports on strategies for executing, measuring progress and sharing results (Time Tracker, Quality Scoring, Average Handle Time, etc.).Delivered projects involving quantitative analysis, industry research, and strategy development. Worked directly with global cross-functional teams to problem solve analytical approaches and develop solutions to improve alignment and production workflow.

Phoenix, Arizona

Claims Examiner Duties:Abided by all HIPAA, Confidentiality and Privacy laws.Utilized thorough knowledge of UB92 form, ADA form, CMS 1500 form, CPT, HCPCS, ICD-9 and ICD-10 coding and how they apply to claims adjudication.Adjudicated all levels of claim types and specialties while maintaining and exceeding department standards of productivity of 25+ claims per hour and quality standards of 99.5%.Worked with our Business Analyst and Network Data Manager on script development to improve workflow.

Phoenix, Arizona

Claims Representative Duties:This was a high-volume business-facing inbound call center position in addition to other duties.Abided by all HIPAA, Confidentiality and Privacy laws.Provided information about processed and pending claims to providers.Examined claims for accuracy, made level one claim adjustments and processed Member Services event escalations.

Mesa, Az

Tier 2 technical support duties: Handled Customer Escalations to ensure customer satisfaction.Troubleshooted and resolved web application issues escalated from customer support and other departments with atleast 90% success rate. Discussed metric and customer survey feedback in bi-monthly 1-on-1’s while mentoring my team of 19 to find opportunities for improvement.Completed Data entry tasks using CRM/Clarify, Microsoft Excel, Microsoft Word and Microsoft Outlook.Processed an average of 30 inbound and outbound technical support calls per agent per day.

Tempe, Az

Troubleshot and resolved web application issues escalated from customer support representatives and other departments with 90+% success rate.Trained new employees and developed a "nesting" program designed to best integrate newer employees to the production floor.Delivered prompt, accurate and excellent technical support service.Displayed courtesy and strong interpersonal skills with all customer interactions.Completed Data entry tasks using CRM/Clarify, Microsoft Excel, Microsoft Word and Microsoft Outlook.Processed an average of 35 inbound and outbound technical support calls per day.

Lithia, Fl

Duties as Team member:Prepared foodCashieredMaintained Excellent Customer Service

Tampa, Florida

Duties as AssistantTook calls with a call log.Setup appointments.Filed paperwork.