Description
HIGHLIGHTS OF QUALIFICATIONS: Accomplished Program Manager / Business Manager and Call Center Management Professional offering over 20 years of successful performance, proven proficiency and accomplishments in: * Senior Benefits Advisement/Consulting - Arizona State Retirement System * Healthcare / (Medicare/Medicaid) Supervisory Experience and general back ground of Appeals & Grievances - US Health Dept. * Project & Business Management Experience - US manufacturing, Healthcare, Call Center Environment and DOD Programs Experience in a formal continuous improvement process (i.e., TPM, TQM, Six Sigma, Lean Manufacturing, Greenbelt, etc.) Analyze information and utilize to build recommendations to reduce errors and improve process performance Strong computer technical skills with proficiency with PC software programs: MS Office-Excel, Word, PowerPoint, etc. Effective (bilingual) verbal and written communications skills. Skilled at training / communicating technical and non-technical materials to subordinates, open audiences, peers, and administrators, along with superior analytical skills Experienced in leading Call Center Customer Service Representatives, Supervisors, and Operations Personnel Practical knowledge of Call / Contact Center Operations, organizational structure and business processes including ACD technology, Aspect, Avaya, Mosaic, Nice, Witness, Track source Picasso, QNIX etc., and Workforce Management processes (IEX) Knowledgeable in identifying and analyzing performance trends, recommending and implementing process improvements. Demonstrated ability to anticipate and take initiative to resolve issues with strong customer service approach/focus
Work Experience
| COMPANY | POSITION HELD | DATES WORKED |
|---|---|---|
| Cognizant Technology Solutions | Supervisor (Appeals & Grievances) Nlb (Next Level Business) | 12/2016 - 6/2016 |
| Xerox | Bilingual Customer Care Senior Rep Position With | 6/2016 - 9/2015 |
| Additionally | Bilingual Quality Assurance Supervisor Temp Position With Customer Link | 9/2015 - 8/2014 |
| Through Apple One Temp Agency W/ Reach Out Healthcare America | Data Entry /Analyst Temp Position | 5/2013 - 10/2012 |
| Claims Center Bilingual Insurance | Professional (Temp Position Randstad) Qbe 1 | 10/2012 - 11/2011 |
Accomplishments
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