AETNA, Tampa, FL 2018 - Present
Customer Service Supervisor for the Meritain Health Department
Responsible for the overall supervision of Customer Service employees. Accountable for member/provider satisfaction, retention, and growth by efficiently delivering competitive services to members/providers for a managed Health Care company that has revenue of over 60.535 billion annually.
•Develop, motivate, evaluate, and coach a staff of 15-20 customer service representatives on work procedures, proper call handling, and teamwork. Additionally, answer questions, monitor calls, and give ongoing feedback.
•Utilize available incentive programs to reward, recognize, and celebrate team and individual successes.
•Assess individual and team performance on a regular basis and provide candid and timely feedback regarding developmental and training needs; includes completion of monthly and annual scorecards.
•Monitor all performance measures such as daily stats and schedule adherence; allocate resources to meet volume and performance demands.
•Develop and maintain strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common service center objectives.
•Remove barriers to job performance and ensures regulatory compliance.
•Attract, select, and retain high caliber talent
•Act as liaison between staff and other departments.
•Proactively analyze constituent data, identify trends and issues. Recognize and act on the needs to improve the development and delivery of products and services.
•Effectively apply and enforce Aetna HR polices and practices, Attendance, Code of Conduct, and Disciplinary Guidelines.
CAPITAL ONE FINANCE, Tampa, FL 2013 - 2017
Unit Manager, Work At Home Heavy Spend Credit Card Department
Call center Unit Manager supporting the card services department that consisted of 500 plus work at home customer service professionals. Partnered with senior leaders to provide customer service support to a successful financial institution that generates sales over $23,700.0M annually.
•Accountable for Work At Home customer service phone agents
•Maintained high levels of team and individual morale through change and development
•Provided strategic and continuous coaching to improve and maintain performance standards
•Drove individual, team, and department efficiency and productivity through effective call-center metrics management, virtual based training, and strategic meetings
•Executed quality monitoring requirements that delivered intent and customer satisfaction goals
•Effective preparation and deliver of monthly/annual performance reviews for direct reports
•Provided assistance with computer issues that included troubleshooting, Avaya, and instant messenger
•Performed timely managerial responsibilities that met Human Resource, regulatory, and audit compliance standards
HOME SHOPPING NETWORK (HSN), St. Petersburg, FL 2009 - 2013
Call center Sales Supervisor supporting the sales department that consisted of 1,000 plus In-House and Work At Home Sales Professionals. Worked closely with senior management to provide sales support to a successful retail outlet.
•Led 40 plus work at home and in-house team members that generate sales in excess of $30 Million annually
•Met key performance metrics and consistently ranked within the top sales teams
•Provided weekly analysis from key performance indicators to project effectiveness and proficiency
•Reinforce process and standards by quality monitoring and call calibrations
•Designated to conduct Bilingual representative interviewing and hiring
•Partnered with Human Resources to make Progressive Disciplinary Process decisions
•Behavioral Interviewing and Coaching Certified at HSN
PROGRESSIVE CASUALTY INSURANCE, Riverview, FL 1999 - 2007
Sales and Service Supervisor
Call center Supervisor supporting the sales and service department that consisted of 1,500 plus in-house insurance professionals. Worked closely with senior executives to provide support to a successful auto and recreational vehicle insurance company.
•Managed the daily operations of a team of 40 plus sales and service representatives that generated sales in excess of $35 million annually
•Monitored, coached, planned, and drove metric performance
•Partnered with Senior management to conduct interviews and screening of top candidates
•Project leader of the rewards and recognition program and supervisor blending project
•Behavioral Interviewing Certified with Progressive
RELEVANT WORK HISTORY/EMPLOYMENT GAPS:
Raymond James Financial, St. Petersburg Florida, 2018
Client Services Team Lead, Contingent Worker
Nielsen Media Research, Dunedin Florida, 2009
Telemarketing Supervisor, Part Time
Trust Way Insurance, Tampa Florida, 2008
Sales & Service Branch Manager
Sun State Designs, St. Petersburg Florida, 2007
University of Phoenix
M.B.A., Master’s Degree in Business Administration, Graduated in 2012
University of Phoenix
B.B.M, Bachelor’s Degree in Business Management, Graduated in 2010
Borough of Manhattan Community College
A.A.S, Associate’s Degree in Business Management, Graduated in 1995
Public Notary, Notary since 2008