Michael B. Email & Phone Number

Columbia, South Carolina Metropolitan Area

Maintain oversight of various functions of our call center, including customer service; increasing provider and member satisfaction, complaints, appeals, quality and effectiveness of my team as well as related teams• Opened the Columbia and Tampa Meritain contact centers• Develop, monitor and review performance on daily, weekly and monthly basis• Assess individual and team performance. Provide candid and timely developmental feedback on quality monitors as well as other performance metrics• Attract, select and retain high caliber and diverse talent to successfully achieve or exceed business objectives• Collaborate with other managers to establish enterprise goals, objectives and set expectations for front line staff. Develop action plans for individuals not meeting departmental goals. • Developed, recommended and implemented policies, procedures, operating structure and dissemination of information • Provided leadership to customer service department

Columbia, South Carolina Area

• Call on business decision makers to educate them on the Project HOPE program and how this initiative creates value for them• Present to large groups on the value of the program to their bottom line• Network with various employers to find positions for students needing meaningful employment • Mentor students, in groups and individually, through workshops, emails and telephone contact, resume writing, interviewing and motivational skills

Hattiesburg, Mississippi Area

* Engaged and coordinated with peers to ensure best in class performance was demonstrated across departments* Hired, trained, motivated, developed and managed performance of customer service supervisors and staff * Supervisory responsibilities also included providing prompt, objective coaching and counseling up to and including terminations* Scheduled and organized personnel to accommodate workflow, including resource allocation, overtime approval, staff-management levels and implementing strategies to ensure efficient operations in department* Ensured that teams remained productive to exceed goals and customer quality standards * Resolved customer concerns in timely manner, meeting customer and business needs without further escalation* Developed, recommended and implemented policies, procedures, operating structure and dissemination of information * Partnered with other departments to ensure team members had the necessary tools to provide customers with the highest level of service possible* Analyzed performance results and implemented department improvements* Facilitated weekly customer satisfaction survey results meeting* Increased customer satisfaction score by 10 points in 30 days

Greater Nashville Area, Tn

* Held responsible for staffing, including identifying needs, interviewing, hiring, training, support, mentoring, coaching, and effective feedback for positive and disciplinary issues* Conducted annual merit reviews of productivity, quality of work and overall performance * Ensured daily, weekly, and monthly reports were processed by stated deadlines * Monitored, tracked, and enforced departmental policies and goals * Collaborated with technical staff to improve system capabilities and initiate improvements and further automation

Greater Nashville Area, Tn

* Directed, evaluated, and developed customer service staff* Held responsible for employee attendance tracking, training, developing performance action plans, yearly performance appraisals, corrective action, conflict resolution, and meetings * Drive team to meet production and sales goals, and setting high standards for customer satisfaction in customer contact center * Ensured resolution of customer-escalated issues * Analyze daily, weekly and monthly performance reports; provide timely feedback. * Earned recognition for surpassing sales and production goals