Coach, mentor, and supervise a high producing motivated team that is responsible for making medical appointments from referrals and waitlists for specialty departments within the Department of Managed Health Care guidelines. Analyze data to ensure appointments are available within a timely mannerResolve escalated issues by determining if situation is urgent or emergent by listening to members and following established guidelines or contact trained medical staffCommunicate with medical staff the availability of appointment types versus need Co-Lead of our Unit Based Team-Ensuring that Labor and Management work together to improve department processesMember of supervisory escalation queue answering general/escalated questions from appointment clerks Monitor and score quality assurance calls for a team of 25 agentsCoach to improve average call time and service levels

Supervised a staff of 15-22 that received incoming calls and provided basic customer servicewith the objective of extending contact to sell new or additional products or services.Achieved yearly highest team customer satisfaction scores (out of 12) by: Effectively coaching team to behaviors such as overcoming objections, time management and product knowledge that led to higher sales and customer satisfactionImplemented Sales Campaigns that increased productivity by 8%Participated in Sales/Marketing calls and communicated company policy and procedures to ensure compliance Achieved “Million Dollar Club” three years for exceeding sales goalsResearched and resolved complex escalated customer issuesProvided leadership and guidance to staff including hiring, training and development and performance reviewsResolved HR issues, including payroll, employee concerns,and delivered information regarding company changes Interviewed 50-75 banker candidates and made employment decisionsBuilt and retained teams earning the highest retention rate (Level 5)Helped develop, recruit and maintain members of the Diversity Team that led to higher employee engagement.

Supported multiple bankers and responded to escalated, non-routine and difficult questions/calls concerning products/services in a call center environment.Resolved issues using high level diffusing and problem solving skillsImplemented a streamline procedure for form processing resulting in increased productivity Made quick and efficient decisions that would benefit the customer as well as protect the bankCoached sales opportunities to bankers while answering questions that increased profitFacilitated call/time management clinics that increased banker productivityCoached and trained lower performing bankers to success

Answered first contact in-bound calls from customers regarding all banking questions. Effectively answered a variety of customers questions within SLA

Managed all store operations and a staff of 20.Hired and trained all staff and merchandised entire store for grand openingStayed within payroll and store budgetConsistently met unit and profit goals with a $100,000 goal