I have worked in a variety of roles as a Team Leader. I have been in Customer Service Training where new representatives received additional training and mentoring before moving to their permanent areas. I have also worked as an area supervisor, assisting representatives with questions. My current position is in the Customer Service QA Department. My responsibilities here include QA, creating a Customer Service Newsletter and other communication pieces, and training representatives on Health Care Reform and the Affordable Care Act.
Develop and present educational activities to children attending overnight camps.
Developed and presented dedicated Customer Service training to new representatives. Also responsible for mentoring new representatives and tenured representatives with performance concerns.
Completed weekly QA for approximately 80 telephone representatives. Completed mentoring sessions with representatives with low QA scores.
Assisted subscribers with claims and benefit questions in an incoming call center.