Helen Johnson Email and Phone Number

Participate in testing of new products during beta phase to support internal department releases and updates. Mentor and Coach- Hire, train, develop, motivate, coach and discipline direct member service team, administer performance evaluations and recommend appropriate action.Emphasize member service regularly through daily tasks, staff meetings, and training sessions. During staff shortages, assists with branch change management processes.Team Management - Conduct consistent staff meetings and huddles remotely by meeting with employees track to review their progress, goals, and professional development to retain top talent.-Monitor the telephone queue volumes and weekly phone statistic reports.-Interview applicants for open positions, onboard new employees.-Provide back-up assistance filling in for peak coverage timeframes.-Promote and ensure the highest level of quality service. Customer Service Escalations- interact with members on escalated issues, utilizes resources, and provide resolutions to from low to high complexity issues while maintaining a positive demeanor as all issues can be resolved with communication techniques. Actively train on updates, changes to policies and procedures, and ensures compliance. Gather, analyze, and distribute management reports and audits. Monitor monthly budget reports and ensures all expenditures, charges and payroll costs are within approved budget amounts.Monitor NPS data metrics identify root cause analysis to improve overall team performance.