Operated a team of 10 team members (a combination of analysts, front line support agents, trainers, and senior agents)Front line - mainly focused on inbound tasks. Common inquiries included appointment scheduling, document review, provider/patient management, tech issues, etc. Senior agents worked on escalated scenarios - urgent document releases as well as escalation requests. Trainers would help with the frontline work in tandem with offering best practice guidance for day to day interactions.Held biweekly 1:1’s with the team to talk over day to day, but also talk about “how do we get to that next role”. Went over resume/interview prep for general next steps.Encouraged to network with individuals in interested paths. Set up/endorsed opportunities for a day in the life of a different position/workflow.Workforce ManagementHelp set and define performance metrics for teams based on business need and KPI tracking. Rolled out a scorecard featuring performance for QA, email productivity, chat and phone adherence. Implemented tooling with Assembled (A workforce management tool); Set scheduling/daily events for 100 team members as well as volume forecasting. Help set standards for managing performance with guidelines. Ran incentives to help boost volume/engagement in key launches.Delivered a “Daily News” program to the team on the state of volume. How are we trending, what do we need to focus on, and ask, “What can I/Leadership do to help”. EngagementRan a committee focused on activities to boost morale. Helped stage events like fitness challenges, game shows, bingos, metric driven challenges. Celebrated events of our team members as well as sending gifts for appreciation. For teamwide all hands, we organized a presentation to our team on how we keep our workplace morale high.Worked with external stakeholders for process improvements. How to enable self service for users, so it’s not all manual effort.Fixing outages and offering remedies.

Lead and partnered with a team of tiered individuals (frontline agents, senior SMEs, new trainees) in relation to daily/future development. Frontline was more centered around data, initial development into the next role. Senior SMEs were looked at as an extension of leadership with enhanced knowledge. Focused on future roles in relation to product management, engineering, leadership.Held monthly 1:1’s with the team to guide on things to continue and/or improve on a day to day basis. Helped refine skills for individuals for their future career goals to be ready for the next role whether that was within our support network or beyond! Delegated various tasks within those projects to trusted teammates to ensure a complete group effort, with an achieved result. Revamped the support training program to allow for more time and more practice.Launched a QA program - to better see what we can truly do better on for our tickets (JIRAs, Salesforce emails, phone calls, etc).Represented Support Operations to additional stakeholders to help understand and improve the overall support/user experience. Interacted with third party tooling (UJET, Assembled) to assess what can be improved, what we need to function as an organization to be more compliant schedule wise and support wise. Worked with Engineering to determine what challenges we face long term to make support more user friendly to all. Additionally, sounding the alarm when support’s functionality is hindered. Partnered with our People Ops team regarding personnel decisioning (compensation, status reviews, level setting conversations). Worked with other branches of Support Operations to address key needs for our organization as a whole, as well as individual teams. QA - Started as a 1 team pilot, branched into other support teams.Program coverage - As seasons brought lesser workloads, we worked together to manage varying SLAs. Cross training from team to team was adopted.

Working in conjunction with other Trainers and Leads to shore up knowledge gaps with policy and processes.Helped lead and organize training for new and tenured hires for continuing education.Wrote and published articles for process changes within our Knowledge Base. Held monthly 1:1’s with the team to guide on things to continue and/or improve on a day to day basis. Helped refine skills for individuals for their future career goals to be ready for the next role. Took on various projects aimed at piloting the way we work to better serve the customer. Delegated various tasks within those projects to trusted teammates to ensure a complete group effort, with an achieved result. Delivered “State of the Team” briefings in weekly meetings. Sharing metrics and trends assessed, as well as people updates and morale assessment. Acted as a liaison of Customer Success to other departments to help understand and improve the overall customer experience. Interacting with Credit Resolutions to understand how something reports, and if there was to be any remedies, how would we communicate that within CS. Working with Engineering for immediate fixes to be deployed in crucial times. Partnering with our Fraud team to investigate risk as well as understand why things are/are not flagged.Assisted our Product Operations team to address improvements (short term and long term) for internal employee help and customer benefit.

Developing others to not only shape the best experiences, but also grow their career in a fashion they truly are invested in. Also providing expert advice to agents and members regarding policy/process decisions. Working in tandem with senior leadership to help enhance the customer experience for our members.

I helped troubleshoot technical issues with iOS, Android, and Windows mobile devices. Assessed billing services for customers, as well as filed tickets for outages in addition to basic to intermediate troubleshooting.