-Promoted from Subject Matter Expert to Supervisor -Point of contact for new hire classes transitioning from training to production which included tech support, system navigation and moral support. -Managed 30+ customer services/ sales representatives daily, ensuring productivity, tracking attendance while maintaining Service Level Agreements, up to 50+ employees during peak season-Assist in the creation and implementation of new training material -Track and report trends to Operations leadership and help identify gaps in knowledge -Perform live audits with agents and provide immediate feedback-Facilitate refresher trainings with call center agents to implement changes, using in-person and virtual methods-Assist with complicated and escalated calls from caller’s asking to speak to supervisor-Assist Team Lead with any assigned projects or tasks to ensure completion in a timely manner

-Promoted from Account Analyst to Team Lead -Send medical claims to insurance providers and follow up biweekly for status of claim-Use excel worksheet to organize and document all inquiries with insurance agents to update status of claims filed -File correspondence daily while placing outbound calls to insurance companies-Assist manager and team with questions and procedures daily -Facilitate weekly team meetings to discuss trends and program updates-Handle department reports to help manage productivity of call center agents.

-Supervise 25+ agents including training, scheduling and monitoring of service levels -Provides ongoing coaching and mentoring to develop staff and promote positive results, succeeding 90% quality monthly scores-Attend monthly calibrations with QA and clients to ensure consistency. -Conduct weekly team meetings to discuss trends and program updates-Provide input into termination, compensation, hiring and promotion decisions.

-Generating revenue utilizing a consultative selling approach when answering inbound calls from prospective clients. -Exceeds monthly sales activity goals while maintaining a high level of customer satisfaction-Conducts post-sale administrative work to ensure product/service implementation-Received Employee of the Month award for 2 consecutive months

-Promoted three times from Customer Service Representative to Claims Specialist, Web Chat/Tech Support and Call Center Supervisor -Facilitate weekly team meetings to implement new material and refresher trainings -Assign trainings to employees to complete within MyLearning Training System -Used standard call centers applications such as Real Time Adherence, Deltek, Verint, etc to ensure agents were in adherence with daily schedules maintaining a goal of 95% and higher -Responsible for supervision, development and coaching of CSRs to assure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals. -Implemented a reward system for top performers -Acquired a new hire team of 20+ agents ranked 38/40 and improved ranking to 5/40 within 5 months