Summary Successful record of leading teams in the development of high-quality deliverables. Able to define, communicate and fulfill project goals and break complex issues into manageable parts. Team Leadership Work collaboratively with team members to achieve common goals while maintaining responsibilities and commitments. Foster professional growth through mentoring relationships and focus on training and development. Excellent presentation and communication skills emphasizing a strong work ethic. . Career Highlights Amerigroup (Well Point) Houston, TX 3/2012 - 6/2014 Customer Care Manager Provided leadership and direction for assigned Customer Service teams. Responsible for the achievement and maintenance of all performance goals for the assigned teams and contributing towards the attainment of business unit and Customer Service goals and objectives. Support and develops supervisory team to manage, develop and retain staff. * Plan, organize and manage all activities for assigned team, including organization, staffing, technology, training, budget, and reporting. * Extensive experiene in Medical insurance industry * Extensive experience in a call center enviroment * Extensive knowlege of Medicare and Medicaid * Experience working with provider and member claims * Ensure outstanding customer experience is provided by assigned staff by monitoring performance and providing coaching to improve quality. * Possess strong interpersonal skills to manage, develop, and retain staff. * Coordinate, communicate, and execute the policies, programs, practices and procedures of the department and company to the associates. * Develop and maintain member collateral and educational material content and contribute to provider materials. Assist in the coordination and distribution of materials. * Ensure interdepartmental communications are effective for receiving and diffusing information affecting the quality of services for members and providers. * Build and maintain positive working relationships with Quality teams, Claims and other key departments to resolve issues, claim or customer related issues and ensure associate and customer satisfaction. * Overseer of the work at home employee group which included training and any techniqual support. * Overseer of Employment Engagement for the center which included creating, organizing and set up of activates for employees.

Highlights:

• Call Center
• Cms
• Corporate Accounts
• Forecast
• Forecasting
• Scheduling
• Telecommunications
• Training