Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service.Is visible and available to staff to answer questions, monitor calls and give ongoing feedback.Utilizes available incentive programs to reward, recognize and celebrate team and individual successes.Assesses individual and team performance on a regular basis and provides candid and timely feedback regarding developmental and training needs; includes completion of monthly and annual scorecards.Monitors all performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands.Develops and maintains strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common service center objectives.Remove barriers to job performance and ensures regulatory compliance.Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals.Builds a cohesive team that works well together.Acts as liaison between staff and other areas, including management, all segments, provider teams, etc., communicating workflow results, ideas, and solutions.Proactively analyzes constituent data, identifies trends and issues.Recognizes and acts on the needs to improve the development and delivery of products and services.Clearly identifies what must be accomplished for successful completion of business objectives.Effectively applies and enforces Aetna HR policies and practices, i.e., FML/EML, Attendance, Code of Conduct, Disciplinary Guidelines.

Assess skill gaps within multiple departments of the call center and develop training material to meet identified needs.Manage SharePoint project workflow. Creating and delivering learning content and activities for adult learners, specializing in online environments. Strategic and operational contributor to the implementation of new training material to include facilitation of new teammates and up-skill training.Review policies and procedures suggested modifications to process and streamline language. Management and delivery of material change for Document and Workflow Operations (DWO).Maintained active involvement with call center leadership to monitor training and provide constructive feedback to optimize call performance. Facilitate and contribute with LOB/SMEs/Technology/Process Design/Reporting to identify primary and secondary metrics; define approach to validate success with data/reporting.Coordinated with multiple levels of the organization to ensure training needs are being performed and met to a suitable standard to achieve set goals. Ensure stability of process and transition to BAU.

Led a team of hybrid/remote teammates (average of 22 teammates); creating an environment filled with our Truist Purpose, Mission and Values. Focus on team performance and efficiency within the day-to-day activities. Develop teammates and enforce accountability of team standards as set forth by Client Advocacy, Enterprise Ethics Office, Enterprise Risk Management, and other Business Unit partners. Devised and published metrics to measure organization’s success in delivering work class client experience. Performed statistical analysis for each agent providing coaching to insure adherence to statement of work. Increasing CSAT scores and retention with a first call resolution approach.Coordinate work activities of the team to achieve client service and operational goals and handle client complaints. Monitor SLA’s (Service Level Agreements).Confidently facilitate team discussions and communicate critical business processes in a timely manner.Carryout leader’s responsibilities include interviewing, recognizing high performers, rewarding associates, and delivering formalized coaching including semi-annual and annual reviews.Directed teammates by making recommendations regarding employment, career and professional development, performance evaluations, salary changes, promotions, transfers, and terminations. Serve as a role model for distinctive client service by being an expert in communicating with clients.Ensure that teammates are following established policies, procedures, guidelines, regulations, and laws to protect both our clients and our Company from any unnecessary risk. Engage in one-on-one meetings with teammates to provide guidance on areas of improvement, discuss Risk Management Coaching, and NICE package review and coaching. Support Client Care Specialists by removing barriers that prevent them from executing on the Perfect Client Experience (PCE) and the LAST (Listen, Apologize, Solve and Thank) model.

Delivers exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.Confer with customers about concerns with products or services to resolve problems and drive sales.Performs data entry with Client Central to record call notes, suggestions and questions.Ensures superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

Direct credit granting process, including the consistent application of a credit policy, periodic credit reviews of existing customers, and the assessment of the creditworthiness of potential customers, with the goal of optimizing the mix of company sales and bad debt losses. Evaluate clients’ credit data and financial statements in order to determine the degree of risk involved in granting credit. Compile reports regarding finance and credit data. Professionally perform timely and accurate billing and monitoring any billing disputes that may arise. Actively lead collection calls and customer visits to collect Accounts Receivables. Support with the daily collection effort from our customers with the aim of maintaining the appropriate level of customer receivables with minimal write-offs. Deliberate with credit associations and references to exchange credit information on clients. Facilitate the sales departments in managing financial orders to help them control credit exposure, make payments on time, and reduce the risk of customer disputes.

Performs administrative tasks for the daily operations of the sales department which include seven sales persons with three different product groups. Interact with the logistics department to achieve successful deliveries to customers. Coordinate and maintain department calendar. Maintains and supports projects that discretion, creativity and intuitiveness in resolving issues. Prepare and reconcile expense reports. Assist with the review process of software utilization and evaluating the current usage to increase time management among all departments while creating a software manual. Correlate information in SalesForce.com and Integra to ensure accuracy of customer pricing before invoicing. Participates and reports ideas to the Process Stakeholders committee. Run and analyze reports for the executive team. Back-up receptionist, greeting customers and answering a multi-line phone system.

Directly supported CEO through personal documentation management, calendar organization and collateral preparation for meetings. Consistently praised by management for the quality and timeliness of reports, attention to detail, and exemplary customer service and team-player attitude. Processed accounts payables, receivables and payroll. Created database and spreadsheets to improve inventory management and reporting accuracy. Liaised with venue coordinator and vendors to order and maintain inventory.

Enhanced communication efficiency as primary liaison between department’s clients and vendors. Established new customer relations via sales activities and customer follow-up contacts. Systematically increased office organization by developing more efficient filing/document system and customer database protocols. Arranged and confirmed appointments for technicians and the sales team.

Provided support towards sales team and manufacturing team in managing operations workflow. Maintained detailed administrative and procedural processes that reduced redundancy and improved accuracy and efficiency to achieve organizational objectives. Coordinated meetings with vendor, customers, and management and served as main liaison between customer and sales staff. Process purchase requisitions and blanket purchase orders for vendors & purchasing.

Expertly reconciled and verified entries, compared system reports to balances. Charged expenses to department accounts by analyzing invoices or expense receipts. Maintain all 1099 forms.Skillfully recorded entries while maintaining account ledgers by verifying and posting account transactions in SAP.

Communicated with customer, management, President and sales team. Delivered customer service for an average of 80 calls per day, answering customer inquiries, resolving complaints and concerns.Introduced program that standardized employee training and lead to increase in customer satisfaction by 72% with accomplishments of receiving Presidents Award.