* Assisted in the managing of the company key performance indicators by driving a successful team. * Worked in a fast-paced environment providing direction to group of employees to ensure that set goal/metrics were met on a daily basis if not surpassed. * Served as a subject matter expert and resource for subordinate as well as department. * Utilized daily tools such as Avaya interface to monitor service levels and assign appropriate number of agents to specific queues. * Experienced in communicating with insurance agents, public adjusters, attorneys and underwriters * Responsible for communicating, negotiating, and settling unpaid customer accounts. * Successful track record in achieving required monthly sales and collections goals. * Facilitated and trained new hires as well as existing staff. * Worked in conjunction with various departments to ensure employees abreast of current products and services. * Develop monthly incentives to drive monthly results and motivate team's performance. * Mentor and develop staff internal positions/promotions. * 25 years call center experience.

Highlights:

• Medicare
• Scheduling
• Management
• Call Center
• FACETS
• Metrics
• Project Management
• Support
• Technical Support
• AVAYA