Carol M.

Innovative Workforce Planner expert in providing quality service.

Let me start this by sharing my work experience. I’ve been with BPO for almost 11 years now. I started as a Customer Service Representative and handles a Health Care account. I answer member’s inquiry about their plan including claims and billing as well as providers inquiry about a certain claim. I was trained to check the claims in detail to explain how it was paid and why some were denied. I was also chosen to be included on the core group that handles enrollment were the full details of the plan was explained prior to enroll. I also played the role of an SME that supports the team in absence of the team leader. I stayed on that role for almost two years and then promoted as Workforce support. I was then transferred from Operations to Workforce Department. As a workforce support and eventually Real Time Analyst my main role is make sure everybody is productive. I supervise the agent’s activity to ensure all calls are being answered in the given time in order to meet the goals. I also send and analyze reports to the clients. I am trained to some workforce tools to name some CMS, EWFM, Cisco Webview and Injixo. I’ve been with WFM since 2009. In 2016 I was given the opportunity to have a new role in the same department as Planner/ Scheduler. With this role I was trained to do forecasting and scheduling. I handle a weekly call to discuss the plan and lay down all the things needed, this includes strategies in order to meet the specific goal of the program assigned. With the length of my stay in the BPO I can now say that I’m equipped with all the knowledge and experience I gained to start working independently. Goal oriented, team player, dedicated to work, I’m easy to be trained and always has the willingness to learn; I’m open minded and gives value to “time”; I can do multi tasking and make sure to always give my best in every shot. Those were just some of my best qualities.