Cerene Jordan

Responsible for the daily operations of the office and call center agents

• Processes mid/end of month revenue billing for Oklahoma market
• Processes billing reconciliation invoices for the Oklahoma market
• Monitored employee productivity and provided constructive feedback and coaching
• Delivered1:1 to the Team by providing KPI performance and call monitors reviews
• Create power point presentation to deliver Team meeting reviewing policy changes, updates to new procedures
• Sets goals for performance and deadlines in ways that comply with the company's plans and vision
• Reduced the abandon rate to1.55% increased service level to 90.62% within five months
• Responsible for handling escalating decisions for business and consumers’ needs
• Managing relationships with vendors, service providers, and negotiating contracts
• Work with HR to help with onboarding process and coordinate with IT
• Relay information from upper management to the department regarding any changes or updates

• Evaluates and processes claims that require routine judgement and investigation such as Diagnostic Testing, Wellness, Physician Expense
• Triage/Incomplete or Pregnancy claims in accordance with Company policy terms, insurance laws, regulatory requirements and adjusting guidelines
• Provides appropriate verbal and/or written communication to internal and external Customers in a positive and knowledgeable manner to ensure a high standard of Customer service
• Meets standards established in department performance metrics for appropriate handling of Customer phone calls
• Acts as a direct contact and communicates with Customers and medical providers in a positive, knowledgeable, and professional manner, providing them with direction and assistance in all facets of insurance coverage and needs

• Developed call center agents through coaching, providing performance feedback, providing performance assessments, and establishing performance development plans
• Delivered weekly1:1 to the Team by providing KPI performance and call monitor's review
• Monitored employee productivity and adherence provided constructive feedback and coaching
• Sets goals for performance and deadlines in ways that comply with the company's plans and vision
• Observed and evaluated team members' performances and completed performance reviews and individual training, improvement, and development plans
• Identifies operational issues, and process improvements, and implements strategies to improve performance
• Motivates and coaches’ staff daily on work procedures, proper call handling, and teamwork by delivering excellent customer service
• Manages annual performance review process by writing and delivering performance reviews and pay increases
• Worked within the five9 for inbound/outbound calls and NICE systems
• Ensure HIPAA compliance for all processes and procedures
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Enhanced team performance with consistent coaching, feedback, and development opportunities.
• Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
• Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
• Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
• Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
• Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
• Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
• Implemented data-driven decision-making processes, analyzing key performance indicators to identify areas for improvement.
• Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
• Designed customized performance evaluations for individual agents to highlight strengths as well as areas for improvement.
• Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
• Ensured compliance with industry regulations and company policies through regular audits and ongoing agent education.
• Created an inclusive work environment that embraced diversity while maintaining professionalism at all times.
• Conducted performance reviews to identify areas for improvement, setting clear objectives for team members.

• Perform the daily task of call monitoring and providing feedback to help improve agent performance
• Educated with the knowledge to help the team develop and analyze trends or behaviors of agents
• Process and complete audits in the NICE system, five9 system
• Help to ensure customer interactions are aligned with business goals to improve customer experiences and communications processes with an agent
• Developed and maintained quality assurance procedure documentation.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
• Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
• Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.

• Assist with supervision to meet departmental and corporate objectives
• Assisting the supervisor to ensure the team complies with established departmental schedules and company policies
• Monitored and evaluated inbound/outbound calls, coaching to improve service quality, performance, and productivity
• Intervene escalated calls to answer and resolve questions and issues
• Assuring team members have access to the systems and tools necessary to provide member-related services
• Assured team members provided all Member Support services in compliance with regulatory and business policies and procedures
• Identifying and recommending process improvement opportunities to improve productivity, performance, and customer satisfaction
• Interact with various departments to obtain information and resolve outstanding member and client issues
• Ensure HIPAA compliance for all processes and procedures
• Extremely organized with strong time-management

• Utilize excellent communication skills to answer inbound calls and assist the members with various needs with registration, scheduling consultations, and technical help
• Provide members with a positive experience through excellent customer service
• Proven ability to maintain confidentiality and secure sensitive information
• Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
• Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
• Responded proactively and positively to rapid change.

• Assisted Cox Business with the mandatory voluntary disconnection process
• Supervised and performed daily duties and functions with no additional training or supervision
• Supported other Cox Business markets for customer's needs
• Worked with other departments regarding questions and business needs
• Support Cox Business with back-office work orders
• Answered customer questions regarding problems with their accounts
• Assisted debt reduction by trying to minimize customer aging accounts
• Supervised accounts with non-payment suspension and monthly write-off process
• Perform daily completion of non-pay work orders and rescheduling for non-pay process
• Ensured the work was performed in a timely and professional manner and met all regulations, specifications, and standards set forth by the company