Manage, hire, train, and coach frontline staff to attain the highest degree of customer satisfaction through excellence in workflowMaintain high productivity and monitor daily through formulated metricsEnsure all lines are operational & service levels are cost effective by measuring service while remaining within budget guidelinesEnsure operations performance w/ the most cost effective use of labor for allocation.Enforce changes by making adjustments in force to support service level in a dynamic environment by monitoring calls waiting & queue lengths.Review reports to spot trends in call volumes & service levels to make required staffing adjustmentsResolves complex or escalated issues for entire Production floorCollaborate with all Call Center management, leadership, and Labor team to develop strategic plan to achieve call center goals & objectivesCoordinate & direct the daily shift operations with other senior supervisorsCoordinate with physicians & department managers regarding schedulingEnsure cost effective operations while remaining within budgetary guidelines Lead training programs for management and staff, using KP National and Regional curriculaConduct Level 1 ergonomic worksite evaluationsAttend and facilitate Regional meetingsUse a variety of software applications to research, compose reports, analyze data, and present information using written and multi-media strategiesAssist staff with resolving the more complex questions and/or callsTroubleshoot problems with computers and phonesEquipment knowledge about operation and purpose Perform multiple tasks in a heavy workload environmentWork in a Labor/Management Partnership environment

Interviewed new prospects, supervised and trained new employeesConducted quarterly evaluations Responsible for managing 300-350 Key Global accounts in the commercial sector Exceeded sales objectives and monthly revenue quotas through multi-million purchase sales Partnered with customers through a strategic and consultative sales approach to understand their business needs, issues, strategies and priorities to deliver a value-adding business solution

Partnered with hiring managers to determine staffing needsPerformed in-person and phone interviews with candidatesCoordinated interviews with the hiring managersFollowed up on the interview process statusMaintained excellent relationships with both internal and external clients to ensure staffing goals are achievedCommunicated employer information and benefits during screening processCompleted timely reports on employment activity

Supervised employees, trained new hires, created employee goal plans, conducted monthly performance evaluationsEstablished and maintained relationships with contacts that supported business strategiesEffectively consulted with front line benefit contacts to build commitment with KPBuilt purchaser confidence and credibility by solving problems quickly and accuratelyLead and managed implementation of group renewal process

Prospected new hires, conducted phone and in person interviews, presented new hire orientation, participated in employee bonus evaluationsMarketed and sold State Farm Insurance products/Financial Services by meeting the client’s needsProvided professional customer service to all clients and build strong relationshipsLiaison between client, underwriters, Claims, Regional, Corporate, and outside vendorsGuided client through entire Fire and Auto Claim Process Top Life Seller in District, #3 Seller in District, Top Team Life Sales in District

Maintained excellent relations with all levels of employees, candidates, referral agencies, Universities, and outside vendorsScreened all candidates from top employment websites, employee referrals, and internal postingsRepresented ERAC at University and Professional career fairsConducted daily in-person and telephone interviewsConducted monthly resume critique and mock interview classroom workshops at local universitiesSupervised year-round and summer internship programsAdvised all levels of employees for entire Region in group meetings and individual meetings on personnel issues and claims, benefit interpretations, enrollments, and changes, and payroll additions, removals, and changes based upon ERAC policy and lawConsulted all levels of employees in entire Region on benefit HMO/PPO/Dental/Life Insurance selections and change in status selections during open enrollment or life eventsCreated and updated HR Training class modules for new employees and existing employees regarding ERAC company and administrative policies, HR policies, compliance, and LawProvided administrative, legal research, and physical support to HR Generalist regarding all employee investigations, grievances, and claimsLiaison between all levels of employees and all benefit companies selectedConducted monthly visits to all Regional ERAC locations to maintain excellent employee relations and deliver updated HR policy and trend information to all employees Conducted monthly HR Training classes for non-represented new hires, 1 month employees, 3 month employees, and 9 month employees for entire Region regarding ERAC policies, HR policies, compliance, and Legal policies and proceduresSupervised and planned all Regional New Hire events, Internship events, and Awards dinnersAdministered ERAC Business Management Assistant exam to Management Trainees