Melissa Rivera Email & Phone Number

• Monitor client operational measures.
• Provide creative solutions to improve and optimize client delivery.
• Work with internal Colleagues, carriers and participate in client meetings.
• Develop reports utilizing various data tools to meet client plan rules and resolve issues.
• Manage day-to-day administrative affairs while managing client sessions and recruitment of employees.
• Partner with extended team to achieve all annual new client acquisition and aggressive firm revenue targets.

Remote

Orlando, Florida, United States

• Monitor client operational measures.
• Provide creative solutions to improve and optimize client delivery.
• Work with internal Colleagues, carriers and participate in client meetings.
• Develop reports utilizing various data tools to meet client plan rules and resolve issues.
• Manage day-to-day administrative affairs while managing client sessions and recruitment of employees.
• Partner with extended team to achieve all annual new client acquisition and aggressive firm revenue targets.

Orlando

• Monitored and evaluated all quality, managing weekly and monthly expectations.
• Managed all disciplinary actions, improvement plans, and performance promotions.
• Managed a team of customer service representatives for Enterprise Benefits Health & Welfare.
• Communicated general client expectations and HR policies, verified and inputted weekly payroll.
• Managed daily relationship building with workforce management; scheduling, service level, and training.
• Responsible for daily employee interaction, which included attendance, metric requirements, and adjustments.

Orlando, FL

• Managed and maintained a strong relationship with Partner Site (Sitel).
• Assisted in monitoring quality assurance amongst the Partner Sites, partnering with the aligned TL’s.
• Developed and presented the training calendar for the trainers that would be traveling to the aligned Partner Sites.
• Led weekly AE POD calls, which consisted of planning for training, discussions about attendance or performance concerns.
• Maintained daily communication with the trainers, escalating any questions or concerns that needed to be addressed immediately.
• Worked closely with Workforce Management Team about any upcoming training, MTO/VTO planning, or any planning that would impact service levels.

Orlando, FL

• Managed and coached all incoming CSR’s during Ongoing and Annual Enrollment.
• Conducted new hire orientation, consisting of communicating general client expectations and HR policies.
• Updated employee databases daily with all any necessary disciplinary actions or any change of personal information.
• Monitored and evaluated recruiting metrics such as daily call volume, new applicants, new enrollments, and retention.
• Managed the flow of candidates thorough the recruitment process, from scheduling interviews to bringing new employees on board.
• Recruited and interviewed candidates for all upcoming Customer Service Positions, Administrative and Entry Level Positions, IT Positions, and Various Call Center related positions.

Orlando, FL

• Responsible for recruiting, interviewing, screening all qualified candidates for Corporate Level Positions, Executive Level Positions, Entry Level Positions, and various positions within the IT and Government Divisions.
• Conducted comprehensive telephone screening interviews and overseeing the administration of pre-employment assessments.
• Reviewed job scope with hiring managers, discussed industry norms/competitive offers, and sourced top talent for openings.
• Advertised all open positions via the internet, local professional organizations, job fairs, and various campus recruiting events.
• Conducted in-depth face-to-face interviews, maintained personnel files, and kept them up to date (I9’s, applications, etc.).
• Communicated HR policies, policy changes, and maintained & distributed weekly payroll.