Jennifer Phillips Email & Phone Number

Matteson, Il, Us

Mount Prospect, Illinois, United States

complete annual written review on individuals• provide ongoing performance updates throughout the year• counsel and administer disciplinary action in accordance to department and Human Resource policies• coordinate workflow and procedure changes and problem resolution as it relates to the department and organization• promote collaborations between team members, managers and departments• address questions and concerns from the team• provide individual and department training, mentoring and motivation to support and improve performance

Chicago, Il

• Plan, produce, and administer training programs for employees and managers throughout our operations/call center organization.• Provide basic and intermediate fundamentals for new and current call center staff members• Educate staff, supervisors, and managers about our systems, products, and processes• Determine the appropriate communication strategies for operational training programs and initiatives• Provide continued education and refresher trainings for operations-related subject matter• Implement evaluation processes and generate specifications for training revisions and updates based on evaluation feedback• Act as our project coordinator for training initiatives, such as performing needs assessments and developing our training calendar• Direct responsibility for training, development, and managing• Monitor calls and ensure that my team are compliant with the guidelines of the Castle Credit Handbook and departmental requirements• Build a logical argument/case to support analytical findings within Quality Assurance • participate in internal management and customer meetings• Interprets quality standards and provides support to various facets of the project to enhance quality assurance goals

Greater Chicago Area

• Manage and Develop Operations Specialists/Sr. Operations Specialists• Direct responsibility for training, development, and managing• Monitor and ensure that my team are compliant with the guidelines of the SMS Employee Handbook and departmental requirements• Build a logical argument/case to support analytical findings within confirmations • participate in internal management and customer meetings• Interprets quality standards and provides support to various facets of the project to enhance quality assurance goals

Greater Chicago Area

Develop and maintain positive customer relations required to ensure superior customer satisfactionConsult with customers about their service needs and wantsReceive and manage customer calls and email requests for servicesIdentify, research, and resolve customer issues using the company’s web-based systems and databasesEnsure proper affiliate coverage- have primary and secondary affiliates in place to manage servicesFollow-up on customer inquiresResolve or escalate all disputes or un-satisfied service confirmationsCall responses and resolution times will measure the Operations Associate’s participation

200 W. Jackson, Chicago Il

• Ensures activities and processes are in compliance with both Enova QA standards and any applicable contractual statements of work. • Performs quality assurance analysis for the Call Center actives. • Performs analysis and identifies trends in the inspection of finished services, and recommends Corrective Actions when necessary• Ensures that established service inspection, sampling and statistical process control procedures are followed• Interprets quality standards and provides support to various facets of the project to enhance quality assurance goals• Develops routine and ad-hoc reports

303 E Wacker Chicago, Il

• Ensures activities and processes are in compliance with both MAXIMUS QA standards and any applicable contractual statements of work. • Performs quality assurance analysis for the Mailroom and Call Center actives. • Reviewed and analyzed eligibility functions for Medicaid Redeterminations due for state clients. This activity encompassed evaluating documents received, studying electronic data matching, and calculating budgeting requirements for client cases to ensure a correct recommendation was presented to the state. • Performs analysis and identifies trends in the inspection of finished services, and recommends Corrective Actions when necessary• Ensures that established service inspection, sampling and statistical process control procedures are followed• Interprets quality standards and provides support to various facets of the project to enhance quality assurance goals• Develops routine and ad-hoc reports

• Responsible for hiring employees and firing• Responsible for all six employees including scheduling • Making sure all goals are met• Prepared all documents for the completion of the deal

I• Responsible for all client communications, conflict resolution, and compliance on client deliverables and revenue.• Ensures that all processes and procedures are completed, quality standards are met, and that projects are profitable. Responding to clients via email.• Provides regular two-way communication between the client and team, to provide strong team representation and set proper client expectations. • Understanding of company capabilities and service, and effectively communicates all offerings to the client.

Associate'S Degree, Criminal Justice And Corrections

Education record