Resolve day to day service issues,including eligibility,billing and claim issues.Prepare and send RFP's to carriersPrepare proposal data and forma client presentations

Responsible for hiring, training and supervision of 30 or more staff virtuallyOversaw call center employees to ensure customer satisfaction goals were consistently metAnalyzed call volume and call handle times to monitor Customer Service Representatives performance and productivitySuccessfully met service level agreements for clients with high dollar impactProactively met with other departments to identify potential impacts to call volumes