Demonstrated experience with Task Management.
Demonstrated experience with Team Leadership.
CONVEY HEALTH SOLUTIONS
Successfully managed day-to-day operations of a large team, providing guidance and leadership to ensure efficient workflow., Streamlined QA processes for better efficiency, implementing standardized test cases across multiple projects., Ensured compliance with regulatory requirements through diligent validation and verification of software functionality., Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients., Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence., Participated in team meetings and training sessions to stay informed about product updates and changes., Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates., Analyzed customer service trends to discover areas of opportunity and provide feedback to management., Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques., Maintained up-to-date knowledge of product and service changes.
CONVEY HEALTH SOLUTIONS
Mentored and coached team members to ensure successful performance., Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
CONVEY HEALTH SOLUTIONS
HIGH SCHOOL DIPLOMA
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Demonstrated ability to manage multiple tasks while remaining adaptable and flexible., Answered customer telephone calls promptly to avoid on-hold wait times.
ADVANCE CALL CENTER TECHNOLOGY
Handle activations/deactivation/new plans/ plan migration for ATT wirless., Offered advice and assistance to customers, paying attention to special needs or wants.
