Years of experience: 14
Data EntryExecutive AssistantAdministrative AssistantAssistantCustomer ServiceCall Center Trainer
Trust Score
Exceptionally trusted; proven professional excellence.
Irene's Career Path
Feb. 2020 -Present
RxCrossroadsWorkforce Management Analyst
Louisville, Kentucky, United StatesBuilt 2 Separate domains as a part of Verint workforce management software launch for 1100+ employees. Leveraged real-time queue and behavior reporting to monitor and provide recommendations for improving agent adherence (RTA), shrinkage, contact center KPIs, and other contractual obligations for 30+ pharmaceutical clients across call centers averaging 20,000 weekly calls. Assisted with launc...
Jul. 2018 -Feb. 2020
RxCrossroadsOperations Support Lead
Louisville, Kentucky, United StatesCompiled agent productivity and quality metrics for senior level management reports, agent annual reviews, and to address potential process gaps. First point of contact for content questions and new program launches as direct result of expertise in insurance, specializing in Medicare/Medicaid/Indian Health Services. Completed quality assurance and reconciliation in order to meet deliverables ...
Oct. 2017 -Jul. 2018
RxCrossroadsSenior Case Manager
Louisville, Kentucky, United StatesMeticulously detailed in benefit investigations for 3 clients leading to assignment of quality assurance checks for other case managers and promotion to Subject Matter Expert. Development opportunities outside role scope including basic reporting for iCMS, team management, etc.