• For Workforce Management Team perform following:o Modified Monthly Occupancy report to decrease production time and report to finer granularity.o Assist in live call queue management of call reps to ensure KPIs are met for each LOB.o Daily call center metric report tracking performance, call volume and KPI per line of business.o Participated in testing new procedures for backup virtual call center vendor.o Daily forecasting variance report of forecasting vs actualo Research, compile and analyze call data for trend analysis and ad hoc reports. • As a Senior Member Relations Representative assist in queue as follows:o Handled high volume of calls with concierge level of service.o Escalate, track and coordinate any unresolved issues to the appropriate team or departments.o Elevate member experience through ongoing education initiatives and focus on first call resolution.

* Handle high call volume of inbound calls from Medicare members to provide premier concierge service to member inquires. * Document, research, and escalate members inquires via navigation of various MIS tools and web based applications. * Execute action plans to needed to coordinate efforts between department to expedite member call resolution. * Elevate member’s experience via continuous efforts to meet caller’s immediate needs while also anticipating future needs and educating caller as needed.

* Managed and updated Project Management tools, databases, or methods. * Reconcile daily/weekly project activity data for metrics reporting. * Provided technical assistance to team as needed including MS Office/Windows troubleshooting and research. * Collect and document case records allocated for review process as per management guidelines. * * Reviewed case records to determine if a case record was to be consolidated, archived, or still active. * * Prepped any case records classified as close for archival process or discard process.

* Accepted inbound calls for government based call center. * Worked in a fast-paced environment handling escalated matters focusing on first call resolution with callers. * Acted with a sense of urgency and coordinated between departments to resolve ongoing issues. * Responsible for communicating accurate information in a timely manner and rebuilding the customer relationship with the company. * Identified call trends and was responsible for the implementation of process improvement initiatives to ensure of customer satisfaction. * Worked closely with the support and management teams to proactively address issues. * Proposed and created instructional/reference guides for new tools or processes as needed to enhance the customer service representatives’ ability to provide prompt and accurate service.

• Cultivated process and data flow analysis for the department caseload tracking in excel.• Customized excel files to meet to guidelines and increase efficient workflow.• Reconciled and verified data in reports. Provided excel training as needed.

For a small media vending company handled procurement of all supplies and production equipment.* Developed and implemented marketing strategies to enhance clientele base. * Designed custom database to manage sales inventory and consumer data. * Hosted events to attract customers and expand product distribution radius.

* Managed all key reporting data across regions and departments to support management in strategy development and productivity. * Developed, implemented and managed Access databases enabling data to be reported to a more fine granularity and increase data transparency. * Automated reconciliation/reporting processes via Excel, MS Access VBA customization, including development of user interfaces to enforce data controls. * Provided Excel and Access training and troubleshooting, often in advance functions, SQL, and VBA Macros. * Researched, compiled and analyzed data for ad-hoc and periodical reporting.* Identified and resolved data definition discrepancies across regions/departments and improved the integrity and qualitative results for reporting. * Evaluated and revised reporting processes to eliminate redundancies which significantly reducing time-frame for reporting cycles. * Managed and updated business tools, databases, or methods