William Cope Email & Phone Number

Groveport, Ohio

Columbus, Ohio

Managed a team of 21-30 Consultant Support Representatives to Service HER within a fast growing DSA Corporation. Utilize CRM tools to manage, encourage and educate the field and their customers. Achieved proper KPI's through quality monitoring and coaching.Monthly and yearly performance reviews.Developed SOP's that saw increase of call center by 50%.

Managed a team of 18-24 representatives to meet or exceed established performance measurements objectives for line operations though continuous focus on improvement in the areas of cost, efficiency, quality, and customer satisfaction.*Achieved quarterly cost ratio objectives by reducing teams Average Handle Time below operational plan.*Identified and leveraged unique strengths of each customer service representative, which increased KPI scores higher from 89% average per team member to 94% per team member. Lead team into top 5% of KPI scores regionally and nationally.*Selected to be one of the first Work at Home Supervisors when new virtual center was implemented nationally. *Successfully coached and supervised team of virtual call center staff utilizing online communication tools, which led to team exceeding performance measurements consistently. *Successfully implemented new call flow training style that helped staff better handle escalated calls. Became one of the first supervisor's teams to have all representatives certified and mastered in this new call flow style. *Chosen by management as a Lead Supervisor for the National Live Chat Pilot representing Dublin Call Center which resulted in a different integration of resolution experts. This integration helped reduce queue backup, and quicker response to the customer service representative and ultimately better-satisfied callers.*Acted as point person for implementing the Subject Matter Expert project for the Work at Home environment. This project resulted in less calls escalated by customer service representatives, and better understanding of what online resources were needed to empower them in better call management.*Chosen as one of several supervisors to train new hires in New Pharmacy in Indianapolis, and outsourcing group in Omaha, Nebraska which decreased hiring at existing locations, and led to the implementation of hiring customer service representatives in newest pharmacy.

Provided Behavioral health care communications counseling, using both inbound and outbound process.*Selected as one of first 12 representatives nationally to develop new managed care department resulting in implementation of Managed Care Departments in all call centers and Pharmacies.*Consistently reached or exceeded objectives and goals set for department.*Trained new department representatives as it grew from 24 to over 100 employees.*Selected as one of several liaisons for corporate marketing innovation, resulting in additional marketing initiatives created.*Received top attendance reward for 5 straight consecutive years in department.

Responsible for inbound call taking of pharmacy clients, filling prescriptions and resolving claims and billing issues.*Uniquely handled needs of specific complex client through prior industry customer service and sales training, which reduced number of escalated calls and AHT. *Recognized for using specific confidentiality Standard Operating Procedures (SOP's) consistently.

Property & Casualty, Life and Health General Agent, servicing both personal and commercial lines.*Became one of top producers of group health benefiting a niche market of small companies less than 50 employees.

Helped families initiate their life insurance portfolios. *Trained and managed producing agents.*Top producer of life policies for new pilot agency for large financial corporation.

Debit insurance agent responsible for sales and collections.Ranked 33rd in field of 600+ Sales agents nationally first year in insurance sales.*Consistently performed above sales and collection goals monthly. *Increased book of business by 40% first year.