With 22+ years of experience in call center operations, patient support, workforce management, and adjudication, I specialize in scaling teams, implementing process automation, and driving operational efficiency in high-volume environments.
š” I excel at building high-performing teams, optimizing workflows, and improving customer/patient experiences through data-driven strategies and automation.
ā Reduced unemployment insurance claim determination times from weeks to just 10 days by optimizing workflows and adjudication processes.
ā Created 'Coaching Corners,' a micro-learning program that strengthened leadership pipelines and improved QA scores.
ā Led 250+ agents, 10+ supervisors, and 20+ team leads, optimizing staffing, training, and performance management.More...