Front Line Lead Resume
LOG IN OR REGISTER TO CONTACT ME
This button will open the login/register page in a new tab. After logging in, come back to this page and refresh your browser.
Resume:
Summary
Highly motivated individual with a record of accomplishments in customer service leadership, sales & marketing, ability to communicate effectively both verbally and in writing. Uses outstanding judgment to make decisions and proactive problem solver. Extremely well organized and proven excellent time management skills. Background in Medicare, electronic banking and manufacturing.
Experience
Humana RightSource
Front Line Lead
December, – March,
Supervise a team of leads and associates to metric deliverables. (AHT, Attendance, Adherence to schedule, quality.
Active participant in daily “keep in touch” meetings to ensure that issues are identified and resolved in a timely manner.
Handle escalation calls from members to ensure that perfect service is experienced on all calls in the call center.
Promote feedback to team members to ensure upward development
Establishes, analyzes and effectively utilizes processes, data, reports, and programs to maximize delivery and agent results in a timely manner. i.e. timecards, AUX codes, login/logout variances, scheduling, overtime, and attendance.
Documents and executes on Agents behavioral strengths and opportunities.
Participate in hiring and training development as needed
Vangent, Inc., Phoenix AZ (Contractor for Center for Medicare and Medicaid Services)
Call Center Supervisor
April – December,
Direct supervision, development and coaching of customer service representatives to ensure productivity, quality, attendance, adherence to schedule. Team size is typically between – CSR’s.
Work independently in the absence of upper level management due to my schedule is weekends and rd shift. This includes working as a work force management technician, facilities coordinator, and liaison for implementation teams, (quality testing, computer setup/configurations, etc) and technical support for online web chat beneficiaries for the mymedicare.gov web site.
Facilitate and deliver training under department guidelines, including essential job trainings, special initiatives and up training, including claims and upgraded system enhancements.
Assisting in taking Medicare beneficiary calls, when call volumes are high and the centers go into all hands mode.
Complete and deliver month CSR performance, annual performance appraisals.
Monitor and document CSR’s attendance, AHT, adherence and quality and issue warnings as necessary, Make recommendations for terminations.
Participate in the interview process of CSR’s and make recommendations to human resources.
Instrumental Services & Sales – Phoenix, AZ
Claims Processor
February – April
Processing of warranty claims
Self Employed – Phoenix AZ
Sales Director
August – February
Direct sales of electronic banking solutions.
Chase Paymentech Solutions - Tempe, AZ
Help Desk Supervisor
August, -August,
Supervise Help Desk Associates in all aspects of the call center to meet business goals, execute business strategies, and deliver to customer expectations.
Oversee the day to day business operations to deliver to Client Service Level Agreements (SLA’s) for customer service deliverables including: Average Speed of Answer, Talk Time, Abandon rate, etc. while providing for a world class consumer experience with first contact resolution.
Develop, manage, and promote employees through effective mentoring, coaching, goal setting and recognition. Complete performance reviews and feedback.
Interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Albertson’s - Gilbert, AZ
Cashier
July – September
Cashier
National Bank of Arizona – Tempe, AZ
Merchant Sales Manager & Administrative Officer
April – March,
Field Sales of Merchant Credit Card Processing & Technical Support
Management and leadership for merchant services sales and support staff
Financial management and development of department budget which was in excess of $MM annually
Corporate Card Sales and Service
Interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Hypercom, Inc. - Phoenix, AZ
Client Services Manager
October, – December,
POS Technical Support Manager for Executive Sales Manager and Regional Vice Presidents, across states.
Telephone technical support for of Hypercom equipment buyers, this includes the top largest credit card equipment buyers.
Provide on-site training of help desk employees, customer service reps and sales staff. Training provided includes hardware capabilities, software functionality and troubleshooting.
Bank One Arizona – Phoenix, AZ
Debit Card Manager & Assistant Vice President
February - March,
Serviced major merchant account relationships, customer service support, contract negotiations/pricing models and technical support.
Performed profitability analysis for the Debit Acquiring Business.
Served as a Project Manager on a variety of system conversions/new product development and enhancements.
Developed transaction processing flows, designed network architecture, monitored system performance and initiated change requests as needed.
Special Skills
PC Skills, Windows, Avaya (CentreVu), Citrix, Witness, thorough knowledge of Microsoft Office Suite, Emailing programs, all types of proprietary software application, various telephone systems, LAN configurations.
Education
Community Colleges
A variety of college courses including Accounting & , Principles of Banking, Commercial Credit, Customer Service Techniques and many computer courses.
A variety of in-house training courses as well as specialized seminars, relating to job responsibilities.
