ALAIN
Ardent Call Center Manager especially adept at call center hiring, coaching and ongoing training to ensure compliance with operations regulations. Skilled at setting and meeting productivity goals. Specialize in conflict resolution and the timely preparation of operations and productivity reports.
Areas of Expertise include:
Team Coordination & Leadership
Staff Evaluation
Project Improvement & Management
Call Center Technology and Management
Quality and Productivity Metrics Improvement
Process Enhancement and Workflow Analysis
EDUCATION & CERTIFICATIONS
DeVry University – Orlando, FL June, 2011
Bachelor’s in Technical Management Degree
Specialization in Health Services Management
Summa Cum Laude
KEY COMPETENCIES
Health insurance claims, verifying insurance, payment posting, office management, computerized billing. HIPAA
Microsoft Office, data entry and spreadsheets. Medicare, Medicaid and managed care. Innovative productivity metrics.
Disciplined staff not following call center procedures on calls. Ensured highest readiness maintaining staffing
requirements, duties included shift patterns and number of staff needed to meet demands.
PROFESSIONAL WORK EXPERIENCE
Health First – Lake Mary, FL 2009 - present
Call Center Manager
Achieve daily call center operations. Established and realized staff training and mentoring programs. Implemented customer quality procedures. Dealt with customer issues in a courteous manner. Ensured that rules of conduct were adhered to during each call. Monitored staff calls for quality assurance purposes. Approved time off requests and prepared staff ...
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