Summary
Skills
Work History
Education
Overview
Receptionist
Andito Whittle

Andito Whittle

Summary

Customer Service leader with extensive experience specializing in managing, coaching, & developing large onsite & remote teams. Strong concentration in Strategic planning, Recruiting, Interview, Orientation, Onboarding, Project implementation, Project management to improve efficiency. Positive, Resourceful Problem Solver. Team player with outstanding communication & written skills, excellent work ethics, self-motivated. Strong business acumen. Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes. Team player with outstanding communication & written skills, excellent work ethics, self-motivated. Strong business acumen.

Skills

Professional Skills

  • Employee Development
  • Manage Operations
  • Team Training
  • Continuous Improvement Projects
  • Employee Relationships
  • Improve Performance
  • Hiring and Onboarding
  • Performance Monitoring and Evaluation
  • Project Planning

Technical Skills

  • MS365 (Teams, SharePoint, Outlook, Word, PowerPoint, Excel)
  • OneNote
  • CCPulse
  • Genesys
  • AVAYA
  • CMS (Call Management Systems)
  • Verint
  • Witness Client
  • IEX (Workforce Management System)
  • CUIC
  • Ceres
  • Tableau
  • KRONOS
  • Meditech
  • Smartsheet
  • Document Manager
  • FIVE9 (Cloud Based phone system)
  • Zoom
  • Cisco Webex
  • Workday
  • ADP
  • Fieldglass
  • Deltek
  • Google Workspace (Docs, Sheets, Drive)
  • ZingTree
  • Azure
  • Panviva
  • NetTerm (Maxstar)
  • Access
  • CRM
  • Salesforce
  • AWS

Additional Skills

  • Coaching, Training, Team Building, Strategic Thinking, Decision-making, Quality assurance, Analytical, Adaptability, Time management, Technology proficient, Stakeholder engagement, Negotiation, Performance metrics, Customer focused, Crisis management, Empathy, Problem solving, Multi-channel management, Continuous learning, Employee development, Project management, Confidentiality, Ethical awareness, Onboarding & Offboarding, Recruitment & Hiring, Employee relations Strong track record coaching Quality, AHT, Adherence, ACW, ASA, FCR, SLA, CSAT (Survey)

Work History

Supervisor

Maximus
06.2020 - 08.2023
  • Supervised diverse teams across 4 distinct assignments encompassing Vermont Medicaid & Health Insurance, New Hampshire Medicaid, New York Vaccination, & Florida Contact Tracing
  • Managed up to 30 inbound & outbound agents overseeing health insurance inquiries encompassing Vermont Medicaid, Dr
  • Dynasaur, BCBS & MVP (QHP’s), as well as Snap & health insurance for NH Medicaid (DHHS), Wellsense & AmeriHealth Caritas, New York vaccination inquiries; & Covid-19 contact tracing for Florida DHHS
  • Achieved project KPI’s through targeted coaching, ensuring compliance with contractual obligations & elevating client call handling success in according to HIPPA regulations
  • Leveraged customer survey feedback to enhance service quality, resulting in a 10% cost savings improvement
  • Conducted consistent performance evaluations, mentoring, & corrective actions, resulting in enhanced team performance
  • Designed and executed impactful team building and performance enhancement workshops
  • Collaborated seamlessly with cross-functional teams to resolve challenges and ensure regulatory compliance
  • Developed & maintained supervisor training materials, contributing to structured leadership onboarding
  • Spearheaded recruitment, training, and onboarding of new team members for seamless integration
  • Led timekeeping, payroll reconciliation, and approval of employee timecards
  • Collaborated with HR for effective staff recruitment, hiring, and promotion processes
  • Enhanced call center efficiency by 9% through optimizing IVR system, augmenting customer satisfaction scores
  • Cultivated a positive & collaborative team culture, fostering engagement & driving performance improvement
  • Reviewed weekly and monthly scorecard performance with agents, ensuring continuous alignment
  • Presented senior leadership with comprehensive weekly & monthly project performance updates
  • Implemented policy changes to facilitate implementation of procedural enhancements
  • Delivered training to agents & supervisors on client process changes, collaborating with technical writers to update SOP’s
  • Executed strategic 15-30-45 day plan, to quickly improve operational efficiencies
  • Evaluated performance, composed performance appraisals, and administered corrective actions as needed
  • Conducted quarterly performance evaluations and provided valuable coaching feedback.

Senior Operations Supervisor

Healthcare
08.2019 - 06.2020
  • Managed 30 remote Patient Appointment Schedulers for Saint Vincent & Metro West Hospital
  • Examined Medical orders from provider & outpatient facilities for accuracy; supervised the scheduling of medical procedures- MRI, CT, Ultrasounds, Dexa’s, Sleep Studies, Neurology’s, Fluoroscopy’s, Mammography’s, & other radiology exams
  • Evaluated team performance expectations- Quality, Scheduling Errors, Attendance, Adherence, AHT, HIPPA compliance
  • Resolved Hospital (Client) escalation issues and eccentricities as needed; administered disciplinary actions
  • Facilitated team meetings- ensuring all agents were updated on Hospital policies and procedure changes
  • Fostered inclusive work environment which promoted associate engagement and increased productivity
  • Daily/Weekly collaboration with Hospitals & outpatient facilities to ensure scheduling expectations are consistently met and/or exceeded in accordance with HIPPA
  • Dept. of Health & Human Service New York project- Managed 15 agents- supporting Covid 19 information line for NY residents.
  • Conducted new employee interviews, orientation, training; Performed reference checks, Verified I-9 Forms & documents, collected identification information for employee digital files (Passport, SS card, State ID).

Senior Supervisor

Express Scripts
12.2008 - 08.2019
  • Managed team of 35 supervisors handling complex prescription benefit & insurance escalated calls; resolved disputes
  • Coached performance expectations for effective call handling- Quality, AHT, ACW, Adherence, Survey%, Resolution %, PNW, Break, Unproductive Time, Shrink
  • Assisted with resolving escalated calls & cases to ensure caller concerns were handled in a timely manner- Medicare, Dept of Defense (DOD), Commercial, Client specific (Blue Cross Blue Shield MA) while in accordance with HIPPA
  • Facilitated team meetings, ensured supervisors adhered to SOP, Policy & procedure changes
  • Communicated cross functionally- Compliance, Pharmacy (Front & Back End), Real time (RMG), Short Range, Long Range RMG
  • Organization Reporter- Medicare D, MED D Audit, MED D Test Calls, Working closely with Governance
  • Compliance, Senior Product development teams to ensure compliance with CMS Guidelines
  • BCBSMA Commercial and MED D escalation- Aide with resolving SQM alerts, Client abrasions, Grievances
  • Conducted surveys, focus groups, 1:1 promoting positive work environment achieving 96% employee satisfaction rate
  • Payroll- daily & weekly review of employee timecards for corrections; Approved weekly
  • Supported Talent Acquisition with recruiting, applicant screenings, assessments, scheduling interviews, & conducted interviews.

Training Manager

Security Associates Intl
05.2002 - 12.2008
  • Directed regional staff to ensure strict compliance with state protocols & licenses, skillfully overseeing annual performance evaluations for department trainers, staff requisitions, and meticulous analysis of training objectives
  • Cultivated and nurtured department talent, fostering their growth to assume leadership roles, effectively enhancing leadership pipeline
  • Managed training department with a strategic eye, diligently supervising program execution, proficiently allocating assignments, maintaining meticulously accurate schedules & records, & systematically analyzing training outcomes
  • This meticulous approach resulted in ongoing program refinement and effective realignment with organizational goals
  • Headed exploration of alternative training methods, tracking industry trends and diverse sources to advance the company’s efficiency in commercial and residential Fire, Panic, Medical, and intruder alarm protocols
  • Developed, facilitated, and curated comprehensive training curriculum and programs
  • Leveraged multiple databases to monitor and track employee progress
  • Created and managed training manuals, demonstration models, and impactful visual aids
  • Tailored instructional methods to meet diverse needs: Individual training, group instruction, lectures, conferences, & meetings
  • Restructured training program from 5 weeks to a 3-week format, achieving a remarkable 35% enhancement in cost efficiencies
  • Pioneered cross training sessions for supervisors, team leads, and staff at all levels, achieving an impressive 20% reduction in procedural errors company-wide
  • Contributions spanned curriculum development & process improvement
  • Coordinated with Human Resources & The Pompano Beach Police Dept
  • New hire recruitment, interviews, employee documentation, drug testing, fingerprinting, & adeptly handled state license registrations and certifications.

Education

Bachelor of Arts - Criminal Justice

Florida Atlantic University
Boca Raton, FL
05.2005

Bachelor of Arts - Sociology

Florida Atlantic University
Boca Raton, FL
05.2005

Overview

16
16
years of professional experience

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