Summary of Qualifications:
Expertise in implementing process improvements, developing compliance policies, and conducting risk assessments. Proven track record of managing workforce teams, ensuring high productivity and quality, and providing comprehensive data reporting. Proficient in schedule monitoring, staffing forecasting, call volume reporting, and adherence management. Skilled in real-time queue management, interval analysis, and making schedule adjustments to optimize efficiency. Strong background in resolving customer inquiries, conducting research, coordinating with support resources, and delivering effective training. Consistently achieving performance goals in terms of efficiency, call quality, customer satisfaction, first call resolution, and -----------pable of providing floor support, coaching, and navigating web support systems. Experienced in handling contract disputes, resolving networking issues, and addressing complex benefit and claims calls.
Verified
