Laura Bear Email and Phone Number

Motivate, develop, support and be an advisory resource to team members including hiring, coaching and evaluating staff. Oversee workflow management of daily work and effectively allocate resources to meet department standards to support our clients and align to division goals. Develops and maintains strong working relationships with clients and business partners. Manage the operations in Nebraska, California and outsourced vendor oversee in India. Head several projects and key initiatives for company. Division representative on the client Advisory Board for workflow management to help manage releases and gain efficiencies.

Manage the recruitment operation of 8 regions to ensure achievement of annual collection goals in the most efficient and cost effective manner possible for the division. Support established strategic direction for recruitment efforts and work with department and regional leadership to ensure calling is handled timely compared to drive dates. Develop and supervise assigned staff in accordance with human resources policies, including performance evaluations, disciplinary actions, and hiring and firing decisions, to enhance success of operations and minimize turnover.

Oversee the day to day operations of the Member Service Department. Daily tracking of the departments key performance indicators, review customer satisfaction surveys and respond or coach when appropriate, monthly one on one session with staff to review performance, annual performance reviews, and handle escalated questions from both internal and external customers throughout the day. Responsible for managing staff to be available to assist with high call volumes, ensure staff is well trained to handle calls and create job aids to assist with their daily functions while handling calls and processing customer requests all while creating the center of excellence.