Triage that created triaged and assigned new claims from business customers across all lines of business. * Worked with business partners to reduce claim assignment errors by 25% by eliminating obstacles and ensuring job aids were up to date and current. Helped to reduce triage associate errors by compiling monthly data and finding trends to roll out process changes to the team by partnering with Quality Assurance. Quality went up to 98% from 96%. Conducted side-by-side observations with all employees throughout the month to coach on proper protocol while looking for process improvement ideas. Reviewed monthly scorecard data with all employees to coach employees on production and quality metrics. Supported the hiring of employees both permanent and temporary by gaining proper system access performing orientation and assisting with onboarding Provided requisite support and work environment for self-motivated and informed team. Using appropriate methods and a flexible interpersonal style to help build a cohesive team Provided regular communication and support for team on service performance and updates on new department policies programs or services. Completed weekly monthly and annual performance reviews answered questions and provided constructive feedback to assist team members through performance improvement programs Performed trend reporting for the department compiled daily production results and created monthly scorecard reports.

Highlights:

• Banking Industry
• Cellular
• Deposits
• Data Entry
• Order Entry
• Benefits
• Billing
• Budgetary
• Management
• Novell Netware