Handled outbound ACD calls from customers (approximately 80 - 100) issues daily Maintained 93% higher compliance 1st call resolutionEffectively communicated procedures and benefits verbally (oil delivery, service call, payments, pricing, installations, propane and etc

· Employ sound communication, facilitation and analytical skills to deliver resolution of grievance situations in compliance with legal and regulatory requirements.· Assists with Health Plan audit preparations.· Assists with Health Plan rewrite of CMS Medicare Part D approval letters and Medicare Part D P&P’s · Develop training modules and trained new hires within Customer Contract Center on Medicare A&G/Part D (approx 20 –30 people)· Provided root cause analysis to Health Plan pharmacy department on Medicare Part D trends, saving company about $125,000 in operating expenses yearly· Researches, investigates and resolves administrative member complaints, clinical member and provider appeals and grievances (approximately 700-750) issues yearly· Maintains comprehensive knowledge of departmental and company policies and all Northeast and Arizona Regions Medicare products.

· Handled inbound ACD calls from members, prospective members and providers (approximately 17,000) issues yearly · Maintained CMS 95% higher compliance 1st call resolution· Effectively communicated Health Net policies, procedures and benefits verbally and in writing.· Provided members and providers with status of claims and answers to questions pertaining to Health Net policies.

· Developed buyers by maintaining rapport with previous customers; suggesting trade-ins, responding to inquiries; recommending sales campaigns and promotions· Qualified buyers by understanding buyer’s requirements and interests; matching requirements and interests to various models.· Demonstrated automobiles by explaining characteristics, capabilities, and features; taking drives; explaining warranties and services …successfully delivered between 12 –15 new cars monthly· Closed sales by overcoming objections; asking for sales; negotiating price; completing sales or purchase contracts; explaining provisions; explaining and offering warranties, services, and financing; delivered automobile and provided sales management information by completing reports

· Managed staff of 20 and improved employee retention by 30%, promoted 4 to senior positions· Provided feedback for associates through quality monitoring of calls and work performance, which resulted in improved work performance by 40%· Prepared statistical data on daily workload and workflow of calls· Facilitated team meetings, trained, developed, and coached staff to assure call center policies and procedures were adhered to and that best practices were employed to improve work effectiveness