Karin Borgmann Email & Phone Number

Creating online wiki for Avera Health Plans, quality assurance for Customer Service at Avera Health Plans, coaching, handling escalated issues.

Sioux Falls, South Dakota Area

Supervisor of a team of 20 Banking Adjustors, Researchers, and Retrievals staff members. Responsible for ensuring daily goals are met, HR issues are resolved, system access is granted, process and procedure documented, tester for new systems, newsletter writing for upper management, ensuring customers' accounts are taken care of with a focus on the positive customer experience, complete special projects and requests from upper management and ensure special assignments are completed by team members.

Leadership role in Phone Bank research including workflow management, managing data of daily stats, coaching team members and resolving escalated cases, QA for Team Members.Special projects for Manager: VL updates, responsible for keeping Team members engaged in continual Q12 projects, key Team member involving TTD/DDA Disputes for the Sioux Falls Research site, responsible for maintaining Research Return Mail for Sioux Falls, responsible for keeping track of supplies, copier, and fax machine for Department, responsible for ensuring Teams have completed Compliance, responsible for Production Reports in absence of Manager, responsible for completing Production Reports in Managers absence.Complete and coach resolution of Research cases according to Virtual Library procedures with a focus on the best resolution for both Wells Fargo and the customer.Responsible for completing beginning of day functions for Phone Bank Research including reporting and closing procedures including walk through.Newsletter writing that would provide information to upper level managementEscalation Specialist (2003-2007)Leadership role in Phone bank to assist with questions from Phone Bankers and Customers concerning banking practice and proceduresDe-escalate calls from customers that had issues with the bank and take care of the issuesSupport Team Leads and Supervisors with Wells Fargo information and policy

Manage 6 staff members and oversee the care for 16 children on a daily basis including lesson planning, scheduling, classroom maintenance, staff evaluations, parent/teacher conferences, leading in-services to parents and staff. Provide in-services to Sioux Valley Child Care Center teachers on Diversity.Rent-A-Mom and Premier Nannies

Hire, train, and place nannies for temporary or permanent positions in homesInterview families, set up interviews for them, and help complete contracts for nannies.Helped develop a very specialized computer program to effectively run the company, and used it to ensure that nannies and family had positions filled

Prepare lesson plans and schedules, cover recess duty and lunch for classroomCaring for preschool children, and their familiesTeaching "self-skills" on a daily basis