Mandra Ward Email & Phone Number

Dickson, Tn, Us

Tennessee, United States

FLAS transitioned to IBM

Nashville, Tennessee, United States

Brentwood, Tennessee

-Manage 20+ customer service representatives on the eContact Team, which handle Life and Retirement research items for resolution created by multiple sources; the inbound phone team, agent emails, customer surveys, SharePoint site and escalations-Performance management of 20+ customer service representatives by reviewing and coaching productivity and attendance for performance enhancement-Monitor multiple work queue volumes and report to senior leadership daily-Assign representatives to work queues as needed to handle work volumes in multiple queues -Supervise the daily rotation of the team for business needs depending on work queue volume-Work closely with other departments such as HR, training, other managers, compliance, IT departments, processing departments, Lean team in order to help improve overall customer and representative experience-Complete reports using ODBC-AWDBI tables with Microsoft Access Databases and Excel for executive level reporting-Assist with BPO project in order to streamline printing process for contact center domestic and overseas-Motivate team to work overtime on a weekly basis due to high volume requests coming in daily-Order supplies for domestic Contact Center and Operations using ARIBA

Brentwood, Tennessee

-Assist with performance management of 15 customer service representatives by collecting productivity information for reporting and performance enhancement-Assist with schedule adherence with Work Force Management to ensure business coverage-Monitor work queue volumes and report to senior leadership as needed-Supervise the daily rotation of the team for business needs depending on work queue volume-Monitor inbound and outbound phone calls for quality-Work closely with Contact Center Management to help complete tasks as requested-Compile information and create spreadsheets as needed for analysis and training opportunities-Review and assist with work items that are waiting for processing -Escalate request that need more research for completion-Assist with interviews to bring in quality new hires that will be an asset to the company

-Responsible for supervising a team of 20 to 30 associates for outreach to members regarding adherence to certain medications for overall health and company STAR ratings-Responsible for a team of 4 to 6 associates for “Find the Member” project that searched for member information from different sources Monitored associates remotely to ensure quality service and customer satisfaction-Provided information to be used in detailed reports compiling performance and activities on a daily, weekly, and monthly basis-Maintained staff coverage and schedules in order to meet business needs-Worked closely with phone support to complete automatic dialer processes and procedures-Managed performance and disciplined staff by setting goals and objectives for individuals and teams-Provided feedback and coached weekly to ensure efficiency and quality assurance goals are met

Pharmacology

Education record