Description
Summary: Detailed oriented professional with 10+ years of supervisory and management experience. A highly motivated individual with a proven track record of delivering results based upon a set of standards. Attention to detail that sets me above others, as well as allows me to demonstrate proficiency and my excellent written and oral communication. Ability to make both routine and difficult decisions in a fast paced environment. Sears Holdings Corporation - ServiceLive Team Manager Effectively lead, coach, train, develop and support Center employees to ensure attainment of Center performance objectives. Gives constructive feedback, coach and conduct corrective actions on employees related individual performance * Compliance Team * Review, verify and approve all insurance documents to ensure they met criteria requirements of Select Provider Networks * Review verify and approve Licenses/Certification documents * Review and resolve issues with Background Certifications * Maintain coaching logs and reviews of advisors on a weekly, monthly and yearly calendar * Investigate Membership violations * Oversaw Dispute Resolution Team * Operations Team * Review, analyze and approve general PNL ledgers * Review and approve invoicing for several clients * Facilities work orders * Establishment of new hire orientation and paperwork to include requests to add new hires to platform Pace Americas, San Antonio, Texas February 2009 - Present Technical Support Supervisor * Effectively lead, coach, train, develop and support Center employees to ensure attainment of Center performance objectives. Gives constructive feedback, coach and conduct corrective actions on employees related individual performance * Exercise strategic plan to grow Specialists and Performance Coach to meet and exceed all assigned Key Performance Indicators (KPI's) * Monitor and update Team Statistics to track performance for feedback, incentives and Performance Reviews (coordinate with Reporting Analysts). Oversee reporting for accuracy * Support and develop Specialist and Quality Coach by responding to questions and providing feedback, coaching, communicating information, and training. Conduct one-on-one sessions with Specialist. Prepare and conduct Performance Reviews, Individual Development Plans (IDP's), and Business Excellence Agreements (BEA's). * Support new Specialist training program. Oversee transition/training of new team members as well as training for existing team members. Coordinate with Performance Development resources on special training needed for team members. * Participate and when appropriate lead recognition programs specific to Specialist including team building activities and events * Coordinate with Manager and Human Resources to determine appropriate corrective actions up to and including termination for performance, conduct, quality, and attendance * Take supervisor (escalated) calls * Lead team to achieve expected performance results. Monitor team Key Performance Indicators and provide information to each team member. Take calls as appropriate when needed to support service levels. Assist in arranging proper scheduling of employees to cover breaks, lunches, and peak work hours to achieve maximum efficiency and to minimize overtime. Partner with Workforce team to manage compliance and adherence. * Responsible for attainment of productivity, sales and quality goals. Monitor service levels and calls on hold for assigned call type (s). Coordinate with Workforce Team, and Managers to make adjustments to schedules, call flow to meet service levels. * Coordinate with Workforce Scheduling and Human Resources on employee absences * May take calls as appropriate to support service levels and maintain proficiency upon request of Manager or Director. * Manage Real Time Adherence/Compliance
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