Brian Schimke
Sacramento,CA
Summary
Hard-working and results -focused supervisor with exceptional experience leading teams, delivering results, and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
13
13
years of professional experience
Work History
Data Entry/ Membership Implementation Supervisor
VSP Vision Care
Rancho Cordova, CA
03.2019 - Current
- Develop and implement department policies and Standard Operating Procedures (SOP).
- Report statistics such as cases processed with in SLA requested by senior management accounting for accurate membership records.
- Audit production reports, tracking data entry, and processing errors resulted in a 5% improvement in these areas from the previous year.
- Participate in weekly conference calls with management to discuss department updates and strategies.
Enrollment Services Supervisor
VSP
Rancho Cordova, CA
03.2019 - 03.2020
- Conducts workflow management tasks in order to meet service levels for all workstreams
- Coach employees towards meeting work objectives
- Assess personnel performance and implemented incentives and team-building events to boost morale
- Collaborates with supporting departments to improve team performance
- Create personalized performance plan for each agent to help ensure maximum performance that aligns with the agent and company standards.
Call Center Manager
211 Sacramento
Sacramento, CA
06.2018 - 03.2019
- Designed training programs to provide an improved understanding of performance
- Initiated documentation program for creating a consistent corrective counseling program for employees Effectively handled the recruiting, interviewing, hiring, and termination decisions within the department
- Performed regular audits and trend analysis through generated reports to track KPI metrics and budget usage
- Established QA guidelines and scoring system.
Customer Service Supervisor
Verizon Wireless
Rancho Cordova, CA
02.2010 - 11.2016
- Improved service quality and increased sales by working to be a product subject matter expert
- Provided detailed monthly departmental reports and updates to senior management
- Prepare and evaluate propriety reports to identify problems and areas for improvement related to performance and behaviors
- Completed daily and weekly call audits to ensure proper call metrics were met
- Complete attendance audits using attendance tracking system weekly
- Conducted coaching and development meetings with representatives to ensure improved performance.
Education
Bachelor of Science - Career and Technical Studies
California State University - Sacramento
Sacramento, CA01.2023
Certificate - Call Center Operations And Management
Bellevue University
Bellevue, OH02.2015
Skills
- Staff Training
- Report Preparation and Analysis
- Acceptance Criteria
- Team Management
- Equipment Requisition
- Active Listening
- Complex Problem-Solving
- Staff And Customer Support
- Exceptional Customer Service
- Negotiation Skills
- Analytical Problem-Solving Skills
- Customer Service Experience
- Leadership Experience
Accomplishments
- Streamlined workflow by consolidating lengthy processes and redundant documentation that resulted in more effective and timely completion of case processing.
- Implemented new, interactive employee performance system to monitor, gauge and project staffing needs.
Timeline
Data Entry/ Membership Implementation Supervisor
VSP Vision Care
03.2019 - Current
Enrollment Services Supervisor
VSP
03.2019 - 03.2020
Call Center Manager
211 Sacramento
06.2018 - 03.2019
Customer Service Supervisor
Verizon Wireless
02.2010 - 11.2016
Bachelor of Science - Career and Technical Studies
California State University - Sacramento
Certificate - Call Center Operations And Management
Bellevue University