Sindy Pacheco Email and Phone Number

• Manage and provide oversight to 15-18 customer service agents in a call center setting within the operations department. Monitor performance to ensure customer satisfaction and adherence to company practices.• Resolve customer escalations quickly and effectively as necessary. Empower and guide employees through challenging customer concerns.• Conduct regular training sessions for new hires to ensure understanding of operational policies and procedures.• Continuously evaluated the performance of each employee and provided in the moment feedback. Implement performance metrics, expectations, and goals for employees during coaching sessions to drive performance.• Support and establish employee career development and professional goals in conjunction with departmental goals and expectations.• Create and update job aides when any changes occur and/or new processes are implemented.• Recruit Call Center team members, conduct interviews via Zoom, assessments and participate in hiring decisions. • Track and analyze team member quality control evaluations to determine areas for performance and operational improvement. • Review and approve weekly timesheets. Use Workday HRIS to process corrective actions, approve time off, bonus forms, and annual increases.

• Managed workforce planning efforts for field nurses and made recommendations to create efficiencies.• Scheduled and coordinated their daily workload and project meetings. Documented all schedule changes in tracking system (MAXE).• Answered inquires and addressed, resolved or escalated issues to management to ensure customer satisfaction.• Frequently consulted with suppliers and managers to ensure timely and accurate pay periods.• Managed and documented meeting agendas and notes. Ensured nurses received notifications for upcoming meetings.

· Lead customer service team providing general inquiry assistance via web chat for the NY Marketplace portal.· Provided employees with coaching and guidance to better resolve issues and conflict in a timely fashion. · Referred unresolved customers grievances to designated departments for further investigation.· Supported social media call backs to assist customers. Delegated daily tasks to team members to optimize team productivity.

• Processed Medicaid enrollments into health plans and provided information to customers on their Medicaid status.• De-escalated calls and handled all complaints requesting resolution. Delegated calls to appropriate staff as necessary. Delivered an exceptional level of service to each customer by listening to concerns and answering questions.