Michael Howard Email & Phone Number

Cleveland, Oh, Us

Cleveland, Ohio, United States

Nashville, Tennessee, United States

- Responsible for leading Sales department, focused on selling insurance products and services- Coach, develop and performance manage team of exempt supervisors- Review and monitor agent performance to ensure compliance with state and company regulations- Collaborate with various department leaders to improve standard operating procedures- Collaborate with training in assisting development and improvement of onboarding, new hire and continuing education programs- Review data to identify areas of strength and opportunities for coaching and development- Responsible for calibration of audit results for consistency

Solon, Ohio, United States

- Responsible for leading a team of Quality Assurance Consultants who reviewed prior authorization transactions for compliance assessment- Provided risk assessment reporting to Operations business partners- Collaborated with various levels of leadership to provide insight into overall health of Medicaid program- Monitored case volume to ensure significant case samples were observed- Responsible for making recommendations that improved overall performance based on data and tracking results- Responsible for performance management of direct reports- Effectively communicate with multiple levels of leadership

Solon, Oh

- Responsible for leading a team of 8-15 Medicare Part D Enrollment Coordinators who process various enrollment related transactions within a work queue environment- Collaborates effectively with other Medicare Part D departments to resolve critical enrollment issues- Monitors and evaluates departmental procedures and guidelines- Monitors production and quality to ensure standards are consistently met- Manage inventory and volume for coordinators- Assist with development of training curriculum- Responsible for performance management of direct reports- Effectively communicate with multiple levels of leadership

Garfield Heights, Oh

- Responsible for leading the daily performance of 12-17 Customer Care and Sales Agents- Monitored daily team performance, with focus on obtaining key performance indicators- Provided daily coaching for improvement- Utilized as a technical expert to resolve complex issues- Effective communication with different levels of leadership and departments to ensure customer satisfaction- Handled difficult customer interactions to ensure satisfaction and retention- Responsible for performance management of direct reports

Mayfield Village, Oh

- Assisted distributors with account management- Negotiated contracts and recommended appropriate levels of service to fit business needs of clients- Proactively identified and resolved issues with business accounts to ensure retention

Brooklyn Heights, Oh

- Responsible for leading the daily performance of 10-15 Account Representatives- Monitored collection calls to ensure FDCPA compliance- Responsible for the training and development of direct reports- Motivated staff for high morale while maintaining a professional atmosphere- Negotiated settlement opportunities to resolve past due balances and ensure company profitability- Responsible for performance management of direct reports

Mayfield Village, Oh

- Responsible for leading the daily performance of 10-15 Call Center Representatives- Monitored and reviewed calls for quality and accuracy- Monitored staff availability to ensure service levels remained in compliance- Responsible for training and development of direct reports- Analyzed and resolved complaints and complex issues to ensure customer satisfaction and retention- Responsible for performance management of direct reports

Education record

Education record