Candidates About

Career Objective

Seeks supervisor position or upper management duties in Call Center or Contact Center that will provide an opportunity for advancement and professional development.

Summary

Fourteen years of sales, business analyst, and customer service experience in claims operations, telemarketing, health, yellow pages and foods and distribution industry. Strong leadership and motivational skills with over ten years of management level experience.

Work History

Aetna – Houston, TX                                              Feb 18, 2013 – Present

Operations Manager Claims Operations

·         Develops trains, evaluates, and coaches staff/self to provide cost effective claim review/processing and claim service while ensuring quality standards are met.

·         Acts as liaison between staff and other areas, including management, plan sponsors, provider teams, etc., communicating workflow results, ideas, and solutions.

·         Proactively analyzes claim/constituent data, identifies trends and issues. Recognizes and acts on the needs to improve the development and delivery of products and services. Clearly identifies what must be accomplished for successful completion of business objectives.

·         Leverages the unit's resources to resolve plan, claim and call inquiries or problems by identifying the issue, obtaining applicable information, perform root cause analysis, and generate and act upon the solutions.

·         Allocate resources to meet volume and performance standards including Key Performance Metrics (KPM's) and Performance Guarantees.

·         May audit and adjudicate high dollar claims that exceed processor draft authority limits.

AT&T Yellow Pages Call Center- Fort Worth, TX                 Jun 08, 2002 – Nov 21, 2012                                    Operations Manager

·         Responsible for management of existing and new business within assigned markets.

·         Develop a thorough understanding of client short-term and long-term strategic requirements through discussions with existing and prospective client executive management.

·         Provide customer and market intelligence back to Sales, Product Management, Operations, IT, and PMO regarding AT&T strengths, weaknesses, opportunities and threats based on sales pursuit interactions.

·         Provide input to Sales Leadership on optimal sales strategy for particular pursuits, based on client interactions. Monitor economic and legal trends that could affect sales.

·         Workforce Management, Forecasting for center needs. Ad Hoc, GUI, SQL, Blue Pumpkin and eWFW to provide a better way to improve Center goals and productivity.

Workforce Manager

·                     Managed a team of 5 to 10 intraday specialists, across all programs and potentially across multiple sites.

·                     Managed a team of 3 to 5 report analysts.

·                     Analyze past volume and staffing patterns and will implement based on forecast provided by the client staff the Service Center to ensure service goals are met.

·                     Oversee all Real-Time and Intra-Day activities to ensure operational and client goals are met.

·                     Monitor absenteeism levels and work with Management and HR on attendance management initiatives.

·                     Manages the staff schedules and the resposibilities of Workforce Management team.

 Supervisor/Team Leader

·         Supervised 15 plus full time agents inbound/outbound.

·         Coaching and development on sales calls and call center metrics.

·         Monitoring and grading calls to find strength and weaknesses of CSR.

·         Training, scheduling, performance tracking, hiring, and quality management of CSR.

·         Develop and maintain the schedule forecasts and maintain all call volume forecasts. Responsibilities will include monitoring multiple Queues/Skill Sets and report average handle times, productivity, occupancy and other call center metrics.

·         Responsible for development and maintenance of the Weekly BU file, WFM Variance Reports, Shrinkage Reports and EOD analysis.

McLane Dist. Center                                          January 10, 2001 - May 23, 2002

Project Management/Workforce Manager

·         Responsible for all scheduling, call volume monitoring and adjusting.

·         Responsible for determining and communicating work schedules, resources for various call queues.

·         Works with site leaders to ensure adequate staff, contingency plans and workflow monitoring.(TotalView, eWFM, Blue Pumpkin)

·         Worked with clients to assist in moving their organization from SEI CMM level 2 or higher

·         Assist in strategic planning and budget development activities, coordinating and aligning the commitments of supporting resource groups, ensuring that client commitments and expectations are reflected in short- and long-term plans.

·         Proactively managed systems development, implementation and risk via the use of SDLC.

·         Responsible for monitoring client satisfaction, adherence to budget and contractual obligations and initiating action when necessary.

·         Provide project status updates, including outage readiness reviews.

·         Responsible for establishing and clearly communicating departmental strategy to management team, providing feedback regarding tactical operations for department including budgeting, goal setting, and managing performance; following organization's policies and applicable legal requirements; determining and implementing appropriate staffing and customer interaction guidelines for work team(s); and monitoring performance leading to successful results.

US ARMY - Fort Hood, Texas                                    Sep 24, 1993 - Dec 15, 2000

Supply Specialist/Inventory Control

·         Worked as a liaison for the military to discuss budgets and pricing for equipment and supplies from outside civilian contractors. Prepared budgets and bonuses.

·         Monitored soldiers placement, re-enlistment status, duty station placement and bonus structures.

·         Researched history data to determine how many soldiers we needed for yearly enlistments

      18 month AIT course training on Cisco, eWFM, CUIS, CRM, SQL, EyeQ360 and Adhoc.

·         Manage large quantities of data using Excel, Access, and/or Cognos.

Education

University of Phoenix

Education Level: Master’s Degree Major: Business - Pursuing

University of Hawaii - Manoa, Hawaii Dec 1999

Education Level: Bachelor’s Degree

Major: Business/Marketing - Graduated

PC Skills

MS Word, MS Excel, MS Outlook, MS PowerPoint, MS Project, SAP, RUP Specialist, COBIT IS, PM/IS,