Mia Beasley Email & Phone Number

Dallas, Texas, United States

Joined CCG to introduce and implement a contact center matrix and performance measurements for existing and newly hired customer service specialists. Training in preparation for the new Texas Workforce Solutions Case Management System version, launching in December 2024. Facilitate as the liaison between CCG and internal and external contacts to ensure the efficiency of training modules. Created QA measurements, phone scripts, and email templates specific to the agent’s client engagement types. Audit specialist customer contacts to ensure effective communication of client eligibility decisions, case changes, discontinuation of care, and transfers to new child care providers are accurately communicated based on policy established by funding sources. Manage the distribution and completion of work assignments, including high contact call volume and records case management across a multi-functional team using the CCG internal platform and The Workforce Information System of Texas (TWIST) accurately and within the required SLA.

Dallas-Fort Worth Metroplex

Accountable for each site's day-to-day operations and performance, including the qualitative and quantitative targets to improve overall customer experience and productivity across locations and teams. Fostering an environment where team members are empowered and trusted to make decisions, are encouraged to collaborate, and feel supported to find strategic solutions for challenging issues are key areas where I excel. Successfully exceeded department metrics, which included maintaining average answer and resolution times above stated SLA and improving customer response surveys by 20%. Identify and implement strategic changes in the team to generate efficiencies and drive better customer experiences while ensuring the teams adhere to regulatory and compliance requirements. Manage investigations from BBB, Federal, and State agencies to resolve complaints, ensuring mutually beneficial resolutions between company and customer.

Dallas/Fort Worth Area

Managed the day-to-day operations of four guest services managers, 80 consultants, and support staff to achieve departmental goals/KPIs. Developed training materials for sales and services teams for multi-channel phone, email, and chat associates, ensuring consistency in guest engagements and quality standards across all contact types. Managed recruitment and onboarding process for direct and agency hire associates. Cultivated relationships with recruiting agencies and internal departments, ensuring they maintained a quality pool of candidates and timely onboarding. Recruited, trained, and mentored new staff and fostered a culture of cross-functional cohesiveness to execute company initiatives. Collaborated with marketing, sales, and IT departments to identify and test promotional campaigns before roll-out to ensure successful implementations.

Summary • Licensed Insurance Adjuster – All lines (June 2018) Texas resident state, Non-resident NC, OK, GA, LA, MS, SC, AL, AR and FL• Experience in Auto Zone and CAT, Total Loss and Property• Certifications w/TWIA, NICTA, California Fair Claims, Possess a State Farm Alias

Irving, Texas

Oversaw the management and professional development of eight-team managers and 160 associates to execute company initiatives and exceed departmental goals. Responsible for interviewing and onboarding process; managed new hire transition processes (from production training) for customer care and support associates. Assessed the business trends and seasonal call patterns for support departments to determine staffing needs and hiring for FTE/PTE upwards of 500 to 1000 candidates. Collaborated with buying and marketing departments to develop processes that improved Omni Channel performance and resulted in strategic inventory updates, increasing accuracy in order fulfillment. Managed BBB, States Attorney General, and Fraud Investigations, ensuring procedural compliance and pursed mutually beneficial resolutions. Prepared and administered performance reports, career development plans, and disciplinary action.

Dallas, Texas, United States

Developed customer project plans for provisioning and acquisition of multiple-line services. Managed distribution of daily work assignments to Disconnect Agents based on the volume of tasks. Monitored order completion ratios to ensure KPI performance measurements were met. Interviewed, hired, and led the career development of 100 to 120 department associates. Managed contact center call volume, providing timely resolution of customer facility escalations, loss of service, and provisioning issues. Trained end users on multiple system applications, including the AIW system, tell business solutions, NPAC, UNIX, and E911 programming. Acted as point of contact for escalations between customer, site vendor, care/repair, LEC/CLEC, and ticket resolution teams.

Dallas /Fort Worth Area

Directed processes for telecom services in inbound/outbound call center. Managed a staff of 45 employees in Customer Care, Verifications, and Sales, overseeing a client base of 2,000 accounts and 50,000 phone lines. Met or exceeded attrition goals. Facilitated project plans and telephony setup for direct mail campaigns. Developed and conducted training for telesales, quality assurance, and operator services. Directed timely resolution of escalated customer issues from internal departments, LEC relations, and field technicians. Investigated complaints from Legal and Regulatory to ensure compliance. Identified training needs for infractions.