Charisse E.

Qualifications: • Extensive call center management experience for major healthcare insurance. • Possess strong team leadership, motivational, and coaching skills. • Technically astute with experience in telephony systems technology. • Maintain a consultative coaching style and extensive interviewing and hiring experience. Establish performance goals to meet efficiency levels, handle time and quality assurance standards. Core competencies include: • Building a team that effectively supports client programs, products and services. • Driving the development of superior customer service and high performance. • Leading workflow distribution and floor management to ensure service levels are satisfied. • Hiring, training/developing, motivating, coaching, evaluating and retaining qualified staff. • Maintaining service, talk/wrap time, data, and both client and consumer satisfaction levels. Career Highlights • Handled maximum of 24 Team Managers and 346 FTEs for 2 sites • Successful implementation of an additional LOB for the current program in 2011. Program never had penalties on all KPIs since then. • Program Attrition is lower than 45% since 2011. • 95% KPI attainment since 2014 • 65% drop inaccuracy errors from 2011 • Successful apprenticeship program as most apprentices have been promoted. • Lead various employee engagement activities such as Faces, Flawless de Mayo, Friday Theme Days and Recycled Project Runway • Lead attendance and attrition mitigation activities that became signature to the program and are being done annually. • Successful consolidation of syllabi and processes for 2 LOBs which shortened training timeline from 16 weeks to 11 weeks and ABAY period from 4 weeks to 2 weeks. • Repeat Call Analysis Collaboration. Results focus on the self-service tools and what are the missing elements why the Providers are not finding it helpful