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Work Background
Centene CorporationSupervisor, Contact Center Operations
May. 2022Portage, Michigan, United StatesEnsure the team meets its goals and objectives through effective hiring, performance management, coaching and career development Act as the Complaints Coordinator; ensuring all complaints are resolved and responded to appropriate parties Develop, implement and maintain materials and programs ensuring production and quality standards are met Hire, motivate, coach, counsel, and supervise the daily functions of the provider services staff Educate members regarding plan benefits as appropriate and refer members to Connections Representatives Evaluate and audit performance and identify and implement improvement opportunities to increase overall productivity and effectiveness Ensure plan pends are completed Review and respond to complex issues and questions Ensure processes are compliant with contractual agreements and State and Federal regulations Analyze and advise management of personnel, work-flow issues and trends and recommend resolutions Audit daily phone log reports and access the need for changes
Robert HalfCustomer Care Supervisor
Nov. 2021 - May. 2022Kalamazoo, Michigan, United StatesSupervise assigned customer service function at the health plan to meet overall business goals and objectives Ensure the team meets its goals and objectives through effective hiring, performance management, coaching and career development Act as the Complaints Coordinator; ensuring all complaints are resolved and responded to appropriate parties Develop, implement and maintain materials and programs ensuring production and quality standards are met Hire, motivate, coach, counsel, and supervise the daily functions of the provider services staff Educate members regarding plan benefits as appropriate and refer members to Connections Representatives Evaluate and audit performance and identify and implement improvement opportunities to increase overall productivity and effectiveness Ensure plan pends are completed Review and respond to complex issues and questions Ensure processes are compliant with contractual agreements and State and Federal regulations Analyze and advise management of personnel, work-flow issues and trends and recommend resolutions Audit daily phone log reports and access the need for changes
Robert HalfRemote Contractor/ Team Supervisor/ HR Assistant/ CSM
Apr. 2020 - Nov. 2021Kalamazoo, Michigan, United StatesWorking as remote technical support for the Unemployment Insurance Agency. As Pod Lead II I managed a team of 40 contracted agents with questions on unemployment claims. In charge of leading a training chat to assist with continued learning and understanding of the training the new contractors received. Investigating claims for issues that prevent payment to claimants. Answering claimants questions regarding their claim status. Performed call monitoring on a weekly basis to ensure excellent customer service was being delivered to the claimant, UIA compliance with PII (Personal Identifiable Information) with verifying claimant identity, make sure agents were staying within the scope of the project. Weekly meetings with UIA management regarding updates to project, system changes, and federal regulation updates. Approval of timecards, attendance tracking, and discipline actions if agents are not in compliance with UIA regulations.
Robert HalfProperty Manager
Feb. 2020 - Mar. 2020Kalamazoo, Michigan, United StatesTemporary Property Manager for a community in the Kalamazoo area. Responded to residents requests and complaints. Received and processed rent and utility payments.
Robert HalfOffice Manager
Jan. 2020 - Feb. 2020Kalamazoo, Michigan AreaWorking as a contractor for a local financial firm in the Kalamazoo area. Duties included opening office, reviewing client meetings scheduled for advisors, answer phones, greeting clients, organizing meetings.
D&L INDUSTRIAL SERVICES INCHuman Resources Manager
Feb. 2019 - Dec. 2019Portage, MichiganAs Human Resources Manager I over saw the day to day operations of all employees including recruiting and training of new employees. Maintain employees files of over 150 personnel. Handled Unemployment claims and Workers Compensation claims with the VP of D&L Industrial. Weekly payroll processing for all employees. Handled employees disciplinary actions in accordance to D&L guidelines. Handled client disputes regarding contract cleaning for three school districts. Maintained weekly job posting for open positions.
Robert HalfClient Care Coordinator
Nov. 2018 - Feb. 2019Portage, MichiganMaintained front office, responsible for opening and closing. Coordinated and maintained client scheduling for 2 senior advisors and 2 associate advisors. Prepared meeting rooms for clients and advisors.
509 Force Support Squadron NAFHuman Resources Assistant
Aug. 2017 - Dec. 2017United StatesProvided recruitment and placement services to all NAF activities, including processing requisitions to fill vacant positions. Forwarded candidate/applicant list to hiring manager and arrange for interviews. Organized local job fairs and posted job openings on the NAF website. Conducted orientation for new employees covering topics, including insurance benefits, unemployment compensation, and social security benefits. Educated new hires on additional topics, including pay systems, employee rights, and responsibilities. Served as subject matter expert (SME) and authoritative source on procedural and regulatory requirements. Computed rates of pay and ensured compliance with statutory and regulatory requirements. Administered workers’ compensation and unemployment compensation programs. Maintained computer data system and input data as needed.
On Hold CompanyAccounts Receivable Associate
May. 2009 - Jun. 2014Shreveport, Louisiana AreaProvided positive customer service while processing credit card transactions and communicating with clients concerning account status. Resolved client issues in a timely and satisfactory manner, including analyzing client accounts and providing invoice copies and other supporting documents needed to research issues. Confirmed all credit and adjustments taken by customers were accurate and legitimate. Collaborated with internal departments to assist in clearing deductions and credits. Maintained credit application and sales tax certificate files. Issued credit memos for sales allowanced taken on payments.
xpedxCredit & Collections Analyst
Feb. 2006 - Jul. 2008Kent, WAAnalyze past due accounts Review credit reports to maintain customer accounts Review and release pending order based on customer available credit. Maintain up to date tax exempt form on customers. Work closely with Sales team to ensure customers maintain a good credit balance. Meet with NACM memebers to discuss credit liabilities in the market
ER SolutionsCollections Specialist
May. 2002 - Feb. 2004Renton, Washington Area3rd party collection specialist
Charles Foster CompanyAccounting Specialist
Mar. 1997 - Sep. 2002Charleston, South Carolina AreaTemp to Permanent Employees Retention Specialist Clerical Associate Administrative Specialist
TerminixPest Control Secretary
Oct. 1995 - Jun. 1996Mount Pleasant, SCDaily processing of Pest and Terminte work orders Contacting clients with outstanding balances Rescheduling techincians to ensure clients are satisfied with the service provided.
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