Blanca Harris
San Antonio,TX
Summary
Results focused management professional offering more than 20 years of managerial-supervisor-training leadership experience in Telecommunications/Sales, Financial Lending and Veterinarian and Medical Services. Recognized for the ability to incorporate innovative management techniques, processes, and procedures to enhance key performance results, productivity, and boost service call quality, sales performance, lending results and operations. Strong ability in building relationship with key decision-makers, other channel departments, and peers to aid in achieving the business performance goals and service levels.
Overview
25
25
years of professional experience
Work History
Senior Customer Service Advocate
Optum
01.2022 - Current
- Inbound Sr
- Service Advocate for UHC-Optum for members and medical providers- provide real time claims, medical benefits, resolve issues to meet FCR, deliver exceptional service to meet NPS and monthly KPI’s
- Assist with incoming FAXES and Respond to Provider Emails via email channel
- Navigate multiple claims and documenting systems, utilize tools and resources, and create ISSUES or claim resolution per provider’s request
- Provide peer- coaching with peers shadowing best practices.
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Maintained current knowledge of company policies, products and marketing initiatives to better serve each customer.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Retention Manager/Project Manager
Trupanion, Medical Insurance For Cats And Dogs
04.2019 - 11.2021
- Manage all retention activities via process improvement plans for retention agents and day to day performance, maintain relations with sales and service managers, veterinary clinics, and other departments
- Efficient control and budget planning of department goals, incentives, and bonuses
- Conducted training, interviewing, hiring of sales agents, retention agents, Project management methodologies, data analysis of retention and sales performance
- Managed and successfully executed projects within sales, retention and claims cross department improvements.
- Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
- Maintained human resources regulatory compliance with local, state and federal laws.
Sales Manager/Training Manager/Project Manager
SEPCTRUM
01.2015 - 04.2019
- Efficiently and effectively responsible for managing and leading, development of six to nine supervisors each with 15-18 sales/service representatives to meet/exceed KPI sales and service goals
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Identify performance gaps, issues, create action plans for the supervisors and their teams
- Partner with supervisors to ensure daily coaching, direction and one-on-ones, team huddles and meetings are occurring on regular basis
- Monitor, provide guidance and manager enforcement of all company policies and procedures are being met and followed
- As Training Manager collaborated with Human Resource in Job fairs, recruiting and interview process of both agents, trainers, and supervisor positions
- Utilize strong assessment skills to inspect everything from sales and service behaviors, create and update training policies and procedures
- Implemented Training Mentorship Program and developed candidates into Interim Supervisor Roles
- Participated in meetings with Directors and VP on a consistent basis for business improvements across the center and all areas
- Project Management for new releases of system or processes that impacted the center to then implement across the organization.
E-Branch Member Service-Lending Manager
Texans Credit Union
12.2013 - 12.2014
- Responsible for sales activities from lead generation through close and servicing of all loan products
- Train, lead, coached, and developed a team of Financial Service Representatives
- Maintained accurate records of all sales and prospective activities, including closed sales and follow up activities
- Continuously monitored and provided coaching feedback through side-by-side monitoring
- Followed progressive discipline and performance plan reviews for FSR
- Provided oversight and direction to new hires during training
- Performed other duties necessary to achieve goals.
Lending Call Center Canager
Generations FCU
11.2011 - 11.2013
- Year over Year increase in loan originations 2012 – 2014 $27 Million to $34+ Million
- Facilitated in the development of key performance metrics for corresponding departments within the Credit Union
- Created and Implemented Pre and Post Classroom on the job-training curriculum for lending employees, which led to operations improvement across the credit union.
- Led daily team meetings to review performance, set targets and motivate staff.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
Call Center Manager/Trainer/Subject Matter Expert
AT&T
12.1998 - 11.2011
- Managed product sales growth and individual sales effectiveness by reviewing sales activities with supervisors while ensuring the attainment of company goals and KPI’s
- Responsible for day-to-day execution of supervisor’s sales performance
- Facilitated new hire training classes on Telecommunication products and services
- Developed and coached a team of Supervisors, while elevating individual performance, and growing the business
- Designed and implemented in house call flow for unit in Spanish
- Created Scripting for Spanish Translations for Vendors
- Identified skill gaps while successfully keeping abreast of training techniques
- Subject matter expert for call center units for Launch of DIRECTV partnerships
- Administered all mandatory training/compliance for business unit 200+ representatives
- Created database to maintain all training records for call center, and formatted student guides for training purpose.
Education
Universal class-Online- Medical Billing and coding -
Currently attending
Medical Asst Certification -
Sanford Brown College
03.2011
Business Management -
University of Phoenix
Tempe, AZ08.2005
COLLEGE -
Cypress Community College
Cypress, CA01.1993
Skills
- Fully Bilingual (Spanish)
- Goal and Task Execution
- Driven to Exceed Expectations and willing to work efficiently and effectively
- Sales and Service Team Supervision and Manager
- Product Expert and Knowledge in the Telecommunications Industry, Finance, and Sales
- Relationship Building, Communication Skills
- Reporting, Proposals, and Presentations
- Recruiting, Training, and Monitoring
- Project Management
- Ability to analyze and compare products and services with that of competitors
- Exceptional Motivational Skills to drive agent performance
- Proficiency with Business systems and tools
- Understanding Medical Claims/ Medical Terminology
References
Sharon Anderson, Director of Customer Sales, Service & Support, Texans CU, (214) 790 9642 Jose MARIN, Sales Manager, Spectrum, (210) 727 2411 Abel LEMUS, Sales Director-Manager, Trupanion, (760) 609-5439
Languages
Spanish
Native or Bilingual
Timeline
Senior Customer Service Advocate
Optum
01.2022 - Current
Retention Manager/Project Manager
Trupanion, Medical Insurance For Cats And Dogs
04.2019 - 11.2021
Sales Manager/Training Manager/Project Manager
SEPCTRUM
01.2015 - 04.2019
E-Branch Member Service-Lending Manager
Texans Credit Union
12.2013 - 12.2014
Lending Call Center Canager
Generations FCU
11.2011 - 11.2013
Call Center Manager/Trainer/Subject Matter Expert
AT&T
12.1998 - 11.2011
Universal class-Online- Medical Billing and coding -
Currently attending
Medical Asst Certification -
Sanford Brown College
Business Management -
University of Phoenix
COLLEGE -
Cypress Community College
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