Anna M Zambrano

Direct & Manage team of 15-20 associates who handle customer service-related issues
Handle all escalated calls, follow up, etc from members and providers concerning medical bills, program guidelines/eligibility and disputes/appeals
Monitor call queue, service & occupancy levels and appropriate call handle time
Receive Inbound mail correspondence, create case/work items related to negotiations, pre-ex reviews and precertification
Assist in design sessions to enhance member portal experience, enrollment platforms, etc
Collaborated with other managers across the organization in order to identify best practices that could be implemented at all levels.
Communicate all company policy and procedure changes to Member Support Team
Assist with employee performance evaluations, promotion, retention, and termination activities
Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Partnered with upper management and HR to identify effective resolutions for employee relations issues.
Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
Recruited qualified candidates through job postings, interviews and referrals; evaluated resumes and applications; extended offers of employment.
Meet with multi-department level management team to report team progress

Direct & Manage team of 15-20 associates who handle customer service-related issues
Handle all escalated calls, follow up, etc from members and providers concerning medical bills, program guidelines/eligibility and disputes/appeals
Monitor call queue, service & occupancy levels and appropriate call handle time
Receive Inbound mail correspondence, create case/work items related to negotiations, pre-ex reviews and precertification
Assist in design sessions to enhance member portal experience, enrollment platforms, etc
Collaborated with other managers across the organization in order to identify best practices that could be implemented at all levels.
Communicate all company policy and procedure changes to Member Support Team
Assist with employee performance evaluations, promotion, retention, and termination activities
Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Partnered with upper management and HR to identify effective resolutions for employee relations issues.
Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
Recruited qualified candidates through job postings, interviews and referrals; evaluated resumes and applications; extended offers of employment.
Meet with multi-department level management team to report team progress

Effectively lead team of 15-20 production associates on Healthcare projects

Meets daily/monthly production and quality targets

Responsible for data management in terms of dashboards and sending reports to clients

Liaison between support function and Operations to ensure smooth functioning of day-to-day activities

Reviews team performance based on Historical Data and Quality Scores generated by MIS and QA departments

Organizes continuous feedback sessions for team to sensitize them towards important quality parameters

Assist and lead team in modification of process guidelines or other materials associated with new functionality and/or reports.

Manage team of 15 - 25 associates to achieve service initiative objective and maximize customer satisfaction; successfully achieving top results monthly

Assisted in hiring and training of customer service staff to further company goals and sustain high customer service benchmarks/service levels

Manage monthly customer service team and development activity, as well as other ad hoc corporate projects

Develop, implement, and update best practices to streamline operations, standardize processes, and enhance customer service

Strengthen relationships with internal staff across all lines of business and sites to optimize customer service processes and procedures

Responsible for virtual team of 30-45 associates across 5 lines of business
Partnered with Project Manager, IT and Talent & Development teams to create and test new applications prior to Go-Live
Participated in Performance Plus system implementation as a Coach Performer: Interacting with agents providing real-time long-distance feedback during coaching sessions scheduled bi-weekly
Meet with supervisors in bi-weekly basis to follow up team performance and development action plans with deadlines
Facilitate weekly Client calibration sessions to verify performance
Monitor and Coach group of agents and held accountable for, according to business Quality Guidelines using Contact Plus application and Performance Plus methods
Responsible for teaching skills needed to achieve quality goals and ensuring compliance with effectiveness of them

Managed 45+ associates responsible for transactions such as payment processing, sale/enrollments, payment arrangements, disconnect or reconnect orders within the Utility Industries
Responsible for Retention Team: focus on sales, re- enrollment contracts and incentivizing employees
Manage, process, and review timesheets, payroll and daily attendance of contact center employees
Ensure implementation of call center policies, operations, and performance standards are understood and followed by associates
Assured quality service, professionalism and courtesy, were met and identified actions that can improve call quality and customer satisfaction
Partnered with Training and Quality Assurance teams to identify skill development

Handled billing inquiries accurately and efficiently according to company policy.

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Promptly responded to customer inquiries and resolved complaints to promote loyalty.

Kept customer and system account information accurate and current to support timely resolutions for concerns.

Analyzed call logs to identify areas where improvement is needed.

Developed strategies for improving customer service operations, policies and procedures.

Collected deposits or payments and arranged for billing.

De-escalated customer issues with proven conflict mediation and problem-solving abilities.