Amy Jones
Louisville,KY
Summary
Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field.
Overview
24
24
years of professional experience
Work History
Business Analyst Vendor Management
ADP
02.2015 - Current
- Successfully building relationships between clients and vendors as well as overseeing analytics and providing continuous process improvement between clients and vendors
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Streamlined vendor management process by establishing clear communication channels between suppliers and organizers-this ensured timely delivery of required services.
- Overhauled vendor management processes to improve communication and collaboration between internal teams and external partners.
Supervisor
Firstsource - Telecom
04.2014 - 02.2015
- Manage call center employees
- Continuously updated team members on company policy changes and industry trends, ensuring their knowledge remained current and relevant.
- Developed and implemented training programs for staff, improving overall performance and productivity.
- Conducted regular evaluations of individual staff members'' work performance, providing constructive feedback to ensure continued growth and development within their roles.
- Implemented quality assurance measures to maintain consistency in service delivery across the team.
- Managed a team of customer service representatives, ensuring timely resolution of client inquiries and issues.
- Handled escalated customer complaints with empathy and professionalism, resolving issues quickly while maintaining positive relationships with clients.
- Collaborated with other departments to streamline processes, enhancing customer experience and reducing response times.
- Empowered staff to take ownership of their roles, fostering a sense of responsibility that contributed to the overall success of the department.
- Oversaw recruitment efforts for the department, selecting top talent who contributed significantly to team success.
- Maintain a successful relationship with outsourcing partner
- Process improvement with overall call center functions
- Monitored customer feedback to identify areas of improvement in customer experience.
Medicare Specialist
Humana Insurance
01.2006 - 01.2012
- Enhanced customer satisfaction by efficiently addressing and resolving Medicare-related inquiries.
- Provided exceptional support to Medicare beneficiaries, guiding them through coverage options and plan details.
- Managed a high volume of inbound calls, adeptly navigating multiple systems while maintaining focus on customer needs.
- Assisted in enrollment processes for new beneficiaries, providing clear guidance through each step for seamless transitions into coverage plans.
- Maintained strong working knowledge of Medicare regulations, ensuring accurate information dissemination to clients.
- Supported department goals by consistently meeting or exceeding established metrics related to call quality, timeliness, and accuracy.
- Educated customers on preventative care measures, promoting overall health and wellness among beneficiaries.
- Reduced call handling time with efficient problem-solving skills and comprehensive knowledge of Medicare policies and procedures.
- Maintained up-to-date knowledge on changing Medicare requirements and guidelines, ensuring full compliance at all times.
- Maintained strict compliance with all relevant regulations, ensuring accurate and timely claim processing.
- Consistently met or exceeded performance metrics within the role by keeping abreast of industry changes and adopting best practices.
- Managed a high volume of claims daily, maintaining exceptional attention to detail while meeting tight deadlines.
- Reduced claim denials by proactively identifying potential issues and addressing them before submission.
Customhouse Brokerage Agent
United Parcel Service
02.2000 - 02.2006
- Assigned harmonized tariff codes to international packages
- Ensured invoices were completed correctly through quality auditing
- Ensured items cleared through US Customs
- Increased client satisfaction by effectively managing brokerage operations and addressing customer concerns.
- Improved operational efficiency with the development of new policies and procedures for brokerage staff.
- Proved successful working within tight deadlines and a fast-paced environment.
- Maintained high-quality standards for packaged products, conducting regular quality checks and addressing issues promptly.
- Consistently met or exceeded daily productivity targets through effective time management and prioritization of tasks.
Education
Bachelor of Arts - English Educaton
Lindsey Wilson College
Columbia, KY05.1999
High School Diploma -
Holy Rosary Academy
Louisville, KY05.1994
Skills
- Data Analysis
- Requirements Gathering
- Project Management
- Business process improvement
- Strategic Planning
- KPI Tracking
- Quality Assurance
- Data Mapping
- Operations Management
- Web-based reporting tools
- Staff Management
- Operational Reporting
- HTML and CSS
- Business Analysis
- Team Collaboration
- Process Improvement
- Documentation
- Customer Communication
- Presentations and Decks
- Call Center Management
- Confidential data management
- Communication Management Professional
- Call Metrics
- Call center environments
- Quality Management Expertise
- Vendor Management
- Logging call information
- Customer Satisfaction Management
Assessments
- Customer focus & orientation, Proficient, 03/01/23, Responding to customer situations with sensitivity
- Written communication, Proficient, 03/01/23, Best practices for writing, including grammar, style, clarity, and brevity
- Management & leadership skills: Impact & influence, Proficient, 03/01/23, Choosing the most effective strategy to inspire and influence others to meet business objectives
- Management & leadership skills: Planning & execution, Proficient, 03/01/23, Planning and managing resources to accomplish organizational goals
Personal Information
Title: Customer Service Leadership
Timeline
Business Analyst Vendor Management
ADP
02.2015 - Current
Supervisor
Firstsource - Telecom
04.2014 - 02.2015
Medicare Specialist
Humana Insurance
01.2006 - 01.2012
Customhouse Brokerage Agent
United Parcel Service
02.2000 - 02.2006
Bachelor of Arts - English Educaton
Lindsey Wilson College
High School Diploma -
Holy Rosary Academy