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Call Center Supervisor at State of California – Health Benefit Exchange
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Competencies
Expert in managing call center teams, optimizing workflows, and enhancing customer service quality.
Proficient in guiding clients through healthcare plans, enrollment, and benefits management.
Ensures strict adherence to privacy regulations, maintaining confidentiality and regulatory standards.
Skilled in providing empathetic, clear communication to resolve inquiries and foster positive relationships.
Experienced in recovering delinquent accounts, creating tailored repayment solutions, and ensuring compliance.
Education
Summary
Dedicated professional with extensive experience in call center operations, healthcare navigation, HIPAA compliance, and team leadership. Proven track record of enhancing customer satisfaction and operational efficiency.
Key Achievements
- Led quality assurance initiatives and coaching, improving call resolution times and customer satisfaction.
- Supervised and trained a team of 15+ agents in healthcare coverage inquiries and enrollment processes.
- Ensured HIPAA compliance across call center operations, safeguarding patient information.
- Streamlined call handling procedures, resulting in increased efficiency and reduced wait times.
- Supported open enrollment periods, facilitating seamless member onboarding and support.
Experience
Call Center Supervisor
Supervised 15+ agents handling healthcare coverage inquiries and enrollment support.. Led quality assurance initiatives and real-time coaching to improve call resolution times.. Oversaw HIPAA compliance and training for secure handling of medical information.. Acted as a liaison between executive leadership and frontline customer service teams.
Customer Service Representative
Provided support to providers and members regarding dental claims, benefits, and billing.. Maintained top-tier customer service metrics and HIPAA compliance.. Supported open enrollment and seasonal campaigns while mentoring junior reps.
Collections & Telemarketing Specialist
Conducted outbound calls to recover delinquent accounts and promote home improvement services.
Collections Agent – Mortgage Division
Managed mortgage recovery efforts and created tailored repayment plans.. Ensured regulatory compliance (FDCPA) and maintained accurate documentation.
Telemarketing Representative
Scheduled appointments for exterior home improvement consultations through cold calls.
Self-Employed
Provide mobile and home-based vehicle diagnostics, repairs, and maintenance.. Build long-term customer relationships based on trust, transparency, and skill.. Manage scheduling, parts sourcing, and direct customer service.
Freelance / Contract Work
Develop and manage lead-generation funnels, ad campaigns, and digital outreach strategies.. Optimize online presence for small businesses and solo brands using SEO and targeted content.. Coordinate social media engagement and audience growth campaigns.