Summary of Qualifications

A Customer Service Professional with over 19-years customer service/call center

experience in operations, training, human resources and expense control. A crea
tive, high-energy administrator that can handle multiple projects with strong in
terpersonal, development and leadership skills.
Career Achievements
* Managed 2 call centers of 200+ employees to consistently meet service levels a
nd expense objectives
through ACD load share assignments, effective staffing and scheduling
* Designed training documentation for Technical Support and Administrative areas
* Successful implementation of training program for Lead staff that resulted in
promotional opportunities of 20% of staff
* Developed inventory system for software/hardware licenses that resulted in mor
e than $500,000 in company savings
* Successfully implemented total quality assurance programs and encouraged team
concepts which improved department performance to allow 95% of the staff to main
tain/exceed phone communication ratings
Business Experience
Universal American Corporation 9/2006-present
Director/VP, Service Operations
* Overall strategic management of call centers, including outsourced vendor mana
gement domestically and internationally.
* P&L responsibility of call center operations budget of $7.3 million annually
* Daily management of escalation team of 3 exempt; 13 non exempt personnel; dele
gated oversight for 200+ call center in Manila Phillipines
* Track and trend Key Performance Indicators (KPI's) on a daily, weekly and mont
hly basis for domestic and international call centers.
* Created world class call center through hiring, training and staff development
* Identify opportunities and execute procedures on areas for overall performance
improvement
* Responsible for budget preparation, modification and monitoring, administer/mo
nitor accounting processes including forecasting and expense analysis and report
s
* Oversees compliance and quality management efforts to support accreditation an
d regulatory objectives
* Reviews monthly reports to include volume of incoming calls, type of calls, an
d a summary of trends of member complaints to report to the Quality Improvement
Compliance Committee (QICC).
* Responsible for oversight of offshore call centers to ensure adherence to SL a
nd SOW agreements
* Conduct site visits of call center locations as needed
* Ensure the call centers are appropriately trained and quality assurance goals
are achieved
CalOptima 11/2004-9/2006
Call Center Manager
* Responsible for supervising and evaluating work flow and call volume
* Adherence responsibilities for $2.3 million dollar annual budget
* Responsible for management of 4 Supervisors, 24 Customer Service Representativ
es and 7 Data Entry techs
* Developed training documentation for new hires and ongoing training for vetera
n staff
* Develop training schedule to outreach to Social Services Agencies within Orang
e County
* Ensure adherence to Department of Health Services (DHS) requirements, guidelin
es and standards
* Work with IS to ensure and industry materials for new technology improvements
and system enhancements
* Responsible for performance of all lines of business (Medi-cal, OneCare and He
althy Families) by language within the call center
* Worked in conjunction with third party outsourcer to ensure performance object
ives were met
* Develop procedures for data/member communication recording, tracking and analy
sis and reporting
* Develop and manage special projects which enhance member satisfaction
* Provide timely reports to management on a daily, weekly and monthly basis
* Responsible for meeting or exceeding monthly performance goals
* Involved in strategic decision making and recommending operational performance
opportunities
* Conduct call pattern analysis; forecast scheduling, head count and hiring need
s
* Handle escalated issues for both Medi-cal and Medicare members
* Responsible for hiring and training of all staff
Pepsi Bottling Group 02/2003-11/2004
CESR Project Lead/Supervisor (Temporary position)
* Provided daily management of call center floor
* Responsible for hiring and training of all new hires
* Responsible for management of 10+ CESR's (Customer Equipment Service Represent
atives)
* Budget adherence and forecasting responsibilities
* Provided coaching and feedback to customer service staff
* Project Lead for ESI (Equipment Service Invoicing) for Great West Customer Ser
vice Center
* Project Lead for ePad Training rollout for Customer Service Center across 6 st
ates
* Provided end of period reports to Customer Service Manager and Market Equipmen
t Managers
* Developed processing schedule for all outstanding invoices for the Great West
Business Unit
* Biweekly auditing of ESI system to ensure revenue generation/processing
* Managed/directed special projects as assigned by Senior Management
* Provided biweekly reports to Admins and Cashiers for reconciliation and proces
sing
* Point of contact for Denver Financial Process Manager on ESI issues for the De
nver Market Unit
* Responsible for additional training of Admins and Cashiers for satellite offic
es within the Great West Market Unit
* Worked in conjunction with various departments in corporate to resolve issues
with contract terms
* Developed QA processes/procedures for Customer Service Center
* Trained Customer Service Center Lead on QA procedures and schedule
* Responsible for researching new technology to be utilized within the Customer
Equipment Service Center
* Developed training documentation for the Great West Business Unit
World Contact Centers, Inc. 10/2001 to 10/2002
Contact Center Manager
Primary responsibility for start up and daily operations of call center in River
side, California
* Budget preparation and adherence responsibilities
* Developed department procedures, policies and overall guidelines for the Conta
ct Center
* Originated and created a comprehensive training course to include instructiona
l programs and testing
* Responsible for quality monitoring of call center staff utilizing Interactive
Intelligence Recorder
* Project Manager for IVR/ACD (Interactive Intelligence - CIC) and development o
f the Pivotal Enterprise 2000 CRM tool for Contact Center and Sales Office
* Worked in conjunction with IT department to ensure remote agent functionality
* Project Manager for new client campaigns (including script writing, system dow
nloads, training-both client and reps)
* Designed and implemented testing schema to ensure CIC and Pivotal systems were
functional
* Developed interviewing criteria and schedule to ensure qualified contact cente
r personnel are hired
* Responsible for developing and delivery of training documentation for Business
Development Managers and other World Contact Center staff
* Assist Human Resources with recruiting process and design
* Created/developed departmental standards for Quality Assurance department to e
nsure Inside Sales Executive compliance
* Scheduling for all contact center staff
* Management of 20 ISE's; 1 Supervisor; 1 Administrative Assistant and 2 Project
Managers
* Worked closely with Network Administrator to troubleshoot and document problem
s within the call center and corporate office
EncrypTix, Inc. 9/2000 to 3/2001
Service Operations Manager
Primary responsibility for daily operations of the EncrypTix Service Operations
Center in El Segundo, California
* Project Manager for IVR/VRU (Periphonics), Symposium Call Center Server (Norte
l Networks), and the design and development of the Clarify Customer Relationship
Management Tool (Nortel Networks)
* Overall responsibility for the successful completion of products related to ca
ll center hardware and software provisioning and long term planning
* Designed and implemented testing schema to ensure IVR/VRU and Clarify systems
were functional
* Established project specifications, resource requirements, and managed deliver
ables while adhering to deadlines via the utilization of MS Project
* Developed department procedures, policies and overall guidelines for the Servi
ce Operations Center
* Developed interviewing criteria and schedule to ensure qualified CSR's were hi
red
* Originated and created a comprehensive two-week training course to include ins
tructional programs, simulation classes and testing
* Worked directly with Engineering, Network Operations, QA, Product and Business
Development to establish the foundation of the start-up business
* Provided weekly/monthly reports to the Director and Vice President of Service
Operations
Sprint PCS Customer Care Supervisor 7/1999 to 9/2000
TeleCheck Services Customer Service Supervisor 6/1991 to 7/1999
Education: University of South Alabama Mobile, Alabama
Bachelor of Arts 1991
Major: Communications; Minor: International Marketing