Robin Proctor Email & Phone Number

Newark, DE, US

Wilmington, Delaware

• Contact Center Team Lead responsible for 17 Contact Center Associates, which also include Telecommuter Contact Center associates.
• Plans, directs, manages, and evaluates team performance to ensure customers are receiving a high level of service with a focus on quality and first call closure.
• Coordinates with Workforce Management to ensure all skilling is appropriate, Contact Center Associates are adhering to their schedules and monitoring Aceyus, Avaya and Nice IEX Workforce systems daily.
• Leads team to meet Service Level Standards while monitoring and reporting daily the Team metrics, which include Adherence, Average Handle time, After Call Work Metrics and Quality scores.
• Monitors Contact Center Associate calls to evaluate quality of calls to deliver outstanding service to members and providers while pulling real time calls, reviewing random calls and listening to Quality audited calls.
• Motivates low performers towards peak performance by coaching, developing, and mentoring, maximizing individual effectiveness and increased retention rate.

Wilmington, Delaware

• Conducts customer service new hire training as well as training in other various areas including claims.
• Confers with management, supervisors, and employees to gain knowledge of customer service requiring training to better understand changes in policies, procedures, business initiatives and technologies.
• Determines instructional methods such as individual training, group instruction, lectures and demonstrations through webinars
• Develops teaching aids such as training handbooks, demonstration models, multimedia visual aids, computer tutorial through Webinar's.
• Conducts training sessions covering specified areas such as on-the-job training, use of computers and software, interpersonal skills, quality and process issues, and product knowledge.
• Tests trainees to measure progress and to evaluate effectiveness of training.

Wilmington, Delaware

• Researched and documented all inquiries and complaints to provide an exceptional level of quality service to our dedicated account members.
• Responsible for handling "sensitive" and "priority" issues for providers, customers and supervisors via fax, telephone inquiries and written correspondence
• Discussed with Plan sponsor’s and Brokers’ enrollment concern's, and helped with the reconciliation of monthly billing