Personally a energetic & natural Leader with a sharp focus on implementing improvements towards service as well as not already obtained personal development skills. I have the ability to work in an entrepreneurial setting as well as effectively collaborating with others. Acquiring a passionate work ethic of over 10 years in a call center setting, combined with 20+ years of customer service experience. I obtain the necessary skills and qualities to bring a positive, purposeful and powerful impact within any given opportunity. Overall willingness to go above & beyond, I am self-motivated with ability to motivate others and build positive energy as morale.
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Senior Subject Matter ExpertConcentrix Jan 2020 - Jun 2022- PRO SME-In this current Pro- Subject Matter Expert Position performing daily managing & developing of advisors skills by implementing plan of actions using targeted coaching’s for improvement conducting Knowledge, Skills & Attitude focused roundtables and 1:1’s , collaborating with Quality Evaluators and Team Leads to initiate S.M.A.R.T Goals with Performance Improvement plans utilizing the S.W.O.T analyst & G.R.O.W. style coaching methods. Providing effective feedback using the “sandwich” model. Knowledge of C.O.P.C (client operation performance center). -
Agreement AdvisorConcentrix Jul 2018 - Jan 2020In this current position took inbound/ outbound calls to clients, duties include responding to questions and concerns about products or services.
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Call Center ManagerMolina Healthcare Jan 2015 - Dec 2017-Position called for Statewide Medicaid Managed Care (SMMC) claims submission and explanation of benefits or statement casework including yet not limited to: denials, P.A.'s, time sensitive cases, claims adjudications etc., knowledge of HCPCS, CPT, billing codes, other healthcare terminology gained. Acting Call Center Manager for member services -managed MSR’s , provided coaching and development per service rep, monitored scheduling along with attendance, AHT, area aligned focus on attrition paying close attention to shrinkage areas , KPI’s for State issued Medicaid, Chip, and other government plans. -
Call Center SupervisorXerox Jan 2011 - Jan 2014In this position handled different L.O.B' s while managing & improving client call center procedures, evaluated team performance levels on key metrics (AHT, Attendance, etc.), prepared business reports for different departments and upper management for state issued healthcare plans, budgets & other government funded programs, focusing on details of issues used effective and timely communication serving as a liaison between assigned client cases and state Medicaid administration personnel while able to maintain top performing site in state.
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Miracle M.'s current role is Leader.
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Miracle Davis, M.Ed
Relationship Manager At Uncf | Student Affairs, Higher Education, And Strategic PartnershipsRaleigh, Nc
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