Rick B. Email & Phone Number

Tallahassee, Florida, United States

Tallahassee, Florida

Tallahassee, Florida Area

Tallahassee, Florida Area

Tallahassee, Florida

• Work with fellow Supervisors and Leads to: o Support, coach, and mentor agents o Ensure call center meets SLAs o Develop and enforce call center policies/procedures
• Resolution to escalated and/or high priority member/caller issues.
• Identify systems and operations issues, report and work with proper channels to resolve them.
• Maintain rapport with state client staff (Agency for Healthcare Administration of Florida).
• Active role in improving and maintaining communication amongst leaders and staff.

Tallahassee, Florida

• Began prior to “Go live” as an agent and worked my way through team lead and into supervisor role in just over a year.
• Supervise 130+ call center agents (20+ direct reports).
• Resolution to escalated and/or high priority recipient issues.
• Identify systems and operations issues, report and work with proper channels to resolve them.
• Developed and maintain a close working relationship with state client (Agency for Healthcare Administration of Florida).
• Coordinated implementation of Work from Home program. Accomplished 21 Work from Home agents and one Work from Home supervisor.

Tallahassee, Florida

• Maintain daily inventory counts of select high value product
• Produce a daily valuation of store product and research “negative on hand”
• Ordering, placement, and upkeep of surveillance and security devices
• Daily, weekly, and monthly shrink reports to store and regional management
• Research of known shrink issues
• Customer service, product knowledge, and sales