Mark Munnell Email & Phone Number

New Castle, Pennsylvania

West Middlesex, Pa

• Planned and created the first customer service call center for the company. • Developed effective objectives, performance goals, and QA requirements. • Trained, developed, and managed 8 claims Customer Service Representatives by tracking performance on a daily, weekly, monthly and annual basis. • Implemented disciplinary guidelines when necessary. • Participated on teams and task forces to create new programs and solve problems. • Prepared, tracked and executed an annual team budget to coincide with the department and company budget. Effectively communicated company policies, procedures and philosophies to employees

Moon Township

• Supervised an organized team of 12-15 employees to meet or exceed service requirements • Independently examined and analyzed the team’s performance against measured service operation goals; demonstrated ownership for overall team results. Drove the team to identify and implement process improvements. Encouraged ownership and group participation in the improvement initiatives. Identified training needs within the team. Created a training plan; coordinated and monitored cross-training efforts within the team to ensure members were knowledgeable in all technical areas. • Trained employees on the team on products, policies and procedures. Lead team meetings and assisted team members in improving their facilitation skills. • Managed staff development and work standards, also provided structured coaching and counseling. • Researched customer information in response to difficult inquiries including, but not limited to, authorization, payments, denials, coordination of benefits, and eligibility.• Interacted with customers by telephone, correspondence and/or in person to resolve concerns. As required, became directly involved with execution of team processes and functions.

• Supervisor in claims call center. • Trained, developed, and managed 15+ claims Customer Service Representatives. • Managed performance by developing effective objectives and tracking employee progress on a daily, weekly, monthly and annual basis. Responsible for monthly, semiannual and annual performance evaluations, annual bonus distribution, and determination of annual merit increases. Accountable for team members performance and must follow disciplinary guidelines when appropriate. • Participated on teams and task forces to create new programs and solve problems. Prepared, tracked and executed an annual team budget to coincide with the department budget. Effectively communicated company’s policies, procedures and philosophies to employees.

Master'S Degree, Organizational Leadership, 4.0

Bachelor'S Degree, Marketing/Marketing Management, General