♦ Supervises customer service call center staff to provide daily direction and communication up to 25 direct reports and support agents in multiple, remote locations.♦ Provides coaching and assists with training of new staff, as well as ongoing training.♦ Researches issues by interfacing with members, Health Plan agents, fitness facility staff, managers and other departments.♦ Handles escalated calls and resolves issues.♦ Interviews and makes recommendations for open positions.

Supervised the Medical Software Support department of 22 in a fast-paced call center that averaged 10,000 to 14,000 service calls per month. Utilized call center reporting tools to monitor and analyze performance metrics.♦ RECRUITMENT: Interviewed more than 50 candidates to maintain full team of 17 direct report positions.♦ PERFORMANCE MANAGEMENT: Created a 12 week goal planner and implemented with new direct reports. Conducted performance evaluations and rated attendance.♦ PERFORMANCE: Handled 1,500 Electronic Healthcare Record (EHR) software inquiries from physicians, nurses, front office and medical billing staff. Resolved 250 escalations and ensured client satisfaction.♦ QUALITY CONTROL: Performed bi-weekly coaching and quality review on recorded calls.♦ CORRECTIVE ACTIONS: Documented employee behavior and coordinated with HR to deliver written corrections.♦ KNOWLEDGE & EXPOSURE: Practice Management, EHR software functionality, health insurance, medical terminology, medical coding, ICD-9 to ICD-10 transition, accounts receivable, claims submission, claims rejection, medical billing, coordination of benefits, electronic remittance advice, scheduling, patient portal, e-prescribe, specialty customization, Meaningful Use attestation.

Promoted from Direct Sales Representative in 2007 to establish and manage team of 12 after acquisition of new Adelphia subscribers. Held complete oversight of all sales growth within the team. Directed MDU Reps and Install Technicians assigned to high-volume apartment accounts. Established and cultivated strong customer relationships with internal and external business partners. ♦ RECRUITMENT: Interviewed more than 100 candidates to maintain full team of 12 positions.♦ PERFORMANCE MANAGEMENT: Utilized performance management system for processing online reviews, enabling employees to perform self-assessments. Set annual point goals and rated attendance.♦ TEAM TRAINING: Facilitated team training groups to discuss sales goal progress. Performed individual training by assisting sales staff while in the field by listening to sales pitch and providing coaching to overcome obstacles.♦ LEARNING MANAGEMENT: Presented classroom training for product knowledge for TWC specific applications.♦ CORRECTIVE ACTIONS: Documented employee behavior and coordinated with HR to deliver written corrections and terminate employees when necessary.

Led sales of services for customers through delivery of in-home sales presentations. Analyzed client needs and created solutions to build brand loyalty and generate additional revenue.