Sara Sitch, M.S. Email & Phone Number

Amherst, New York, United States

Manage and mentor approximately 20 Customer Service agents in a fast-paced startup Healthcare Third Party Administrator. Monitor call volume to ensure SLAs are being met. Manage schedules and production work. Serve as a leader for any questions and escalations that may occur. Provide innovative and creative solutions. Developed process and improvement plans when needed. Weekly 1 on 1’s and coaching sessions to provide agents with guidance, mentorship and coaching. Serve as QA for phone calls. Successfully created and implemented several new processes. Created a new CRM processes to streamline inventory to better monitor production. Assisted on phones during busy times or when short staffed. Live monitoring of phone calls and chair side QA support. Responsible for interviewing/hiring/terminating team members. Successfully created and delivered training material to new team members. Work with other departments collaboratively to provide each client with the best experience possible.

Buffalo, New York, United States

Created and implemented a QA program. Audited calls weekly for Advocates and delivered coaching during 1 on 1 sessions. Conducted live audits for live coaching as well as chair side coaching when in office to provide a positive experience for callers. Live audits and coaching was also used to identify cost saving opportunities for members.

Cheektowaga, New York, United States

Responsible for team member supervision and training within the continental United States in a rapidly growing start up. Administered quality assurance programs, associate coaching for call quality and annual reviews. Daily reporting on metrics to ensure SLA’s are met. Provide higher level of resolution for escalated calls. Project research, investigation and feed back to Management. Monitoring of call volume and adjusted staffing as needed to ensure metrics were met. Weekly 1 on 1’s to provide employee with goals and feedback. Went over QA scores with employee and coached on calls. Assisted with the hiring process and disciplinary process.

Williamsville, New York

Responsible for day-to-day operations designated business units and ensuring SLA’s were met for clients. Provide leadership to associates for achievement of departmental goals. Ensure all associates follow company policies and procedures. Review monthly score cards with associates. Address disciplinary action as needed. Weekly 1 on 1’s to review score card and audits. Provided feedback to team members to support their growth within the company. Responsible for monitoring of call volume and being the go-to for questions, escalations and in-depth research.

United States

Responsible for prompt resolution of issues. Utilize system tools and resources to address and resolve inquiries; provide benefit clarification and eligibility; communicate claim and reimbursement information; facilitate proper utilization of policies and procedures. Coaching associates to ensure client satisfaction.

United States

Create and administer different materials/techniques for new and seasoned customer service representatives to learn new products. Directly in charge of training classes until fully trained and transitioned to their job role. Act as acting Supervisor and handle any issues, disciplinary action, coaching and mentoring while in training. Take the role of direct liaison between Customer Service Supervisors and New Associates. Work with different departments to obtain material that will assist in administering different types of assessments to ensure retention. Provide customer service representatives with the support and tools needed to complete their daily job function.

Buffalo/Niagara, New York Area

Service inbound phone calls assisting members and providers with questions regarding medical, dental, vision insurance. Worked together with teammates to make sure every issue/concern was resolved in a timely fashion.

Amherst, New York

Master'S, Adult Education, 4.0

M.S. Adult Education

Bachelor Of Science - Bs, Exceptional/Elementary Education