Brett Potter
Call Center Manager
Phoenix,AZ
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
16
16
years of professional experience
Work History
First Notice of Loss Manager
Kemper Insurance
08.2018 - 02.2024
- Concurrently manage over 100 employees and 11 Supervisors for Claim Contact Centers in Phoenix and McAllen, TX
- Selected, out of 30 supervisors and managers, by AVP, to train and on board new leadership
- Maintain and improve call center operations through identifying problems, completing audits and action plans, managing quality assurance program
- Evaluate staffing needs for offices, managed screening, interviews and hiring of 75+ potential employees
- Conduct weekly meetings with supervisors to provide guidance to increase team phone, customer service and department goals
- Collaborate with Director and Senior Leaders to develop competencies and create process improvements
- Partner with Workforce Management team to ensure Service Levels are met /exceeded
- Review daily statistics, including but not limited to, average handle time, after call work, other non productive aux codes, call and claim throughput and adherence to ensure maximum productivity
- Exhibit skills in conflict management and problem resolution for supervisors and employees
- Continuously monitor employee to supervisor ratio to ensure consistent workload balance among teams.
Subject Matter Expert
CareCentrix
01.2017 - 08.2018
- Professionally resolved escalations from providers, insurance plans and patients
- Audited 10-15 calls per week of new employees to ensure quality work, positive customer interactions and compliance with HIPPA regulations
- Provided on one-on-one coaching to employees in deficient areas
- Oversaw employees' work schedules to ensure service levels were met.
Carrier Sales Representative
Echo Global Logistics
01.2016 - 01.2017
- Source and procure carrier services to ensure timely pick-up and delivery of customer freight
- Establish and maintain relationships with carriers to expand capacity opportunities and expand book of business
- Negotiated rates for freight based on pick up/delivery location and transport time.
Group Team Lead
CR Bard
10.2014 - 12.2015
- Handled daily work flow of Customer Service reps I, II and III's up to 17 agents
- Assisted Customer Service Manager as needed with projects
- Interviewed, hired and trained new Customer Service Reps
- Monitored calls both in real-time (side by side) and recorded calls to ensure policy and procedures were followed.
Customer Service Manager
Macrolin USA
06.2012 - 10.2014
- Supervised 10-14 inbound and outbound agents
- Administered QA for all agents on weekly basis and provided real-time feedback
- Interviewed, hired and trained all Customer Service Reps
- Assisted Customer Service Director with various reports and customer service issues.
Reservations Supervisor
Norwegian Cruise Line
11.2007 - 06.2012
- Completed weekly QA of agents both live side by sides along with recorded calls and provided feedback
- Handled interviewing, hiring, training of new employees
- Supervised up to 25 agents both in office and remotely
- Set up and handled work-from-home program.
Education
Associate of Arts in Business -
University of Phoenix
Phoenix, AZ01.2010
Skills
- Operations (10 years)
- Problem Resolution (10 years)
- Staff training (10 years)
- Time Management (10 years)
- Training & Development (8 years)
- Interviewing (10 years)
- Process Improvement (5 years)
- Quality Assurance (10 years)
- Conflict Management
- Customer service
- Workforce Management
- Business Analysis and Reporting
- Decision-Making
- Expectation setting
Timeline
First Notice of Loss Manager
Kemper Insurance
08.2018 - 02.2024
Subject Matter Expert
CareCentrix
01.2017 - 08.2018
Carrier Sales Representative
Echo Global Logistics
01.2016 - 01.2017
Group Team Lead
CR Bard
10.2014 - 12.2015
Customer Service Manager
Macrolin USA
06.2012 - 10.2014
Reservations Supervisor
Norwegian Cruise Line
11.2007 - 06.2012
Associate of Arts in Business -
University of Phoenix
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