Mark Pena Email and Phone Number

I supervise a team of 15-25 agents in the small business billing department.. I am responsible for ensuring the team hits all KPI and metric goals. I also am responsible for meeting all deliverables assigned to a supervisor.

I work for an amazing company, and get to manage 17 wonderful advocates in Texas & California. I am in the medicare/medicaid supplemental benefits department. Responsible for meeting all KPI and metric goals

I supervised 4-8 supervisors and ran the Sales/Customer Solutions Department. Responsible for meeting all SLA's and department goals. Responsible for the development of supervisors and all leadership. Responsible for partnering with vendors in India and Philippines to support the Shop Your way Rewards program

Responsible for the analytical side of the call center. I was part of a team that was responsible for real time adherence, scheduling/forecasting, call volume allocation, IT tickets, etc