The XC Manager oversees all aspects of the daily operations of the XC, deepening and acquiring member relationshipsand ensuring member service levels are consistently exceeded.Develop a team of highly motivated, results-oriented employees through effective leadership practices; ensureadequate staffing levels to maintain efficient team performanceAchieve staff results by communicating performance expectations; planning, monitoring and appraising jobresults; coaching, counseling and disciplining employeesMonitor and coach Assistant Managers in the areas of quality, productivity, employee relations/coaching andevaluation, member sentiment, and overall work performancePartner with Assistant Managers in handling all aspects of XC operations (including monthly self audit, generalledger audits, balancing debit cards, locating transactional errors, cash and vault balancing, negotiable items)Handle escalated member issues, resolving on a timely basis to satisfactionEffectively using KPIs and reports to analyze and determine necessary actions to identify gaps in the business andtake action to resolveMaintain and enforce systems, policies, procedures and productivity standardsEnsure member service projects (change initiatives) meet objectives on time and on budgetPartner with other business units to resolve member issues or grow member relationships; actively participate incross-functional meetingsResearch, resolve and communicate operational issues and potential problems to leader and/or other businessunitsIdentify, manage and mitigate risk within XC (including identify theft, overdrafts, etc)Manage vendor relationships to support operational excellence and member service levels

● Support the specific systems and processes of the Contact Center.● Act as an escalation point for difficult questions or dissatisfied customers and provide a supporting role to the project by assisting in the daily operational duties of the Contact Center and its staff.● Monitor staff calls for quality, provide feedback and act as a trainer for those topics that are considered an expert.● Ensure proper phone and chat coverage is scheduled.● Ensure the Contact Center is properly trained to process orders.● Reconcile customer invoicing, payment, and order disputes.● Ensure Contact Center employees are briefed on current processing procedures.● Critique and mentor the Contact Center employees in improved customer care.● Responsible for staff schedule to include scheduling and confirming adherence to required breaks● Responsible for performance reviews of staff● Other duties as assigned

● Researched issues and took appropriate action to ensure speedy resolution.● Delivered superior client services, fostering strong rapport, retention and satisfaction.● Cultivated and strengthened relationships with new and existing clients.● Promptly addressed concerns, complaints and inquiries to meet customer satisfaction.● Assigned tasks, reviewed performance and devised improvement plans or corrections.d existing clients while providing a high level of expertise.● Collaborated with stakeholders to gather requirements and developscope.● Offering each customer top-notch, personal service and politesupport to boost sales and customer satisfaction.● Developed junior team members and cultivated collaborative culture.● Maintained constructive team environment through effectivemediation of disputes between associates and application ofmotivational techniques.● Supported exchange of feedback and communication betweenmanagement and associates.● Read over insurance policies to ascertain levels of coverage anddetermine whether claims would receive approvals or denials.● Presented insurance options to customers in knowledgeable andefficient manner in order to close sales on new policies.● Maintained confidentiality of patient finances, records and healthstatuses.ACCOMPLISHMENTS● Received the Chief Executive Award for Consistent Top Performance in the Year 2017..● Traveled Onshore for Business Immersion Training Of Pilot Process and training for 2 new Brands. Gained expertise in UK ( Glasgow) March 2015, Oct 2016, Oct 2017 3 months each.● Selected one amongst 60 team members to travel to Noida, India in Feb 2017 for Client Interaction and meet Client CEO's and Business Heads.

● Established relationships with key decision-makers within customer's organization to promote growth and retention.● Identified key products, services and customers and used data to devise innovative sales and marketing plans enabling dramatic growth.● Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.● Capitalized on industry and marketplace trends to strategize solutions and enhance business operations.● Negotiated and closed long-term agreements with new clients in assigned territory.● Partnered with business teams and IT personnel to align project goals with business strategy and define project milestones.● Worked with existing customers to increase purchases of products and services.● Reached out to potential customers via telephone, email and in-person inquiries.● Represented company and promoted products at conferences and trade association meetings.● Participated and actively engaged in strategy meetings with other shareholders.● Helped incorporate product changes to drive customer engagement and firm profits.● Negotiated, prepared and signed contracts with clients.● Developed and implemented favorable pricing structures balancingfirm objectives against customer targets.● Collected data and performed customer needs analysis.