Mitchell Moreau Email & Phone Number

Florida, United States

Miramar, Florida, Us

• Resolve all correspondence inquiries from customers within established timeframes.• Scheduling general and behavioral health consultations via chat or phone. • Send escalated alert notifications to medical providers via phone or email. • Monitor Provider Command Center (PCC) exception to ensure all patients receive consultation in a timely matter.• Provide service recovery on outbound calls for excessive wait times.• Generate Salesforce tickets for any system issues or bugs.• Document all customer issues and resolutions. • Follow all guidelines set forth in telephone scripts and monitoring forms.• Update patient account information such as address, email, phone number, etc.

-Tested software to detect bugs and make sure a product complies with the requirements -Designed, developed and executed test cases using TestRail -Performed functional, UI, smoke, regression testing at all stages of the SDLC-Tested iOS, Android and Web applications and using UNIX, Xcode, ADB, and Android Studio -Monitored, analyzed and reported bugs applying Jira -Participated in daily Scrum meetings and sprint planning for discussing the requirements, the findings, bug fixes and latest builds -Found a major security flaw and escalated to the engineering manager to address the issue

Margate, Florida, Us

• Prepares call center performance reports by collecting and analyzing call agents’ data. • Evaluate call behaviors for regulatory compliance and adherence to policy.• Create and update email templates for company database.• Participate in continuous quality improvement initiatives.• Deliver coaching feedback to agents by encouraging good practices and training on areas of improvement.• Evaluates individual performance reviews and overall team effectiveness with upper management.• Consolidates and provides daily, weekly, monthly, and yearly performance reports.• Maintains and improves call center operations by monitoring system performance and identifying and resolving problems.• Manage the project's quality assurance and training programs corrective actions to ensure compliance.• Assist the supervisor with reward/recognition programs.

Toyota City, Aichi Prefecture, Jp

• Supervising and monitoring the customer service staff of 25-30 employees on the call center floor.• Responsible for evaluating Agent’s stats and developing improvement plan of action.• Respond to and resolve employee relation issues expressed by team members.• Perform quality check and audits of inbound and outbound calls to ensure adherence to policies and procedures, and high level of customer service.• Recruits, selects, hires, and trains new call center personnel, and prepare them to respond to customer questions and complaints.• Develop methods and strategies to improve quality, team performance.• Motivate employees and provide a positive working environment. • Consolidates and provides daily, weekly, monthly, and yearly performance reports.• Implement innovative methodologies to improve service levels and overall operational efficiency.• Collaborate with Training Department to identify training needs.

Jr. Cloud Practitioner

High School Diploma

Bachelor'S Degree, Biology/Biological Sciences, General