Christine Mertz- Guthrie
ASSOCIATED ADMINISTRATORS, LLC
Manchester,MD
25
years of professional experience
Experienced with managing call center operations and leading customer service teams. Utilizes effective communication and problem-solving skills to resolve customer issues. Track record of fostering a collaborative team environment and ensuring high customer satisfaction.
Work History
Quality Assurance Auditor
4 Years 3 Months- Played a key role in launching the Participant Services Call Auditor at Associated Administrators LLC, serving as the first Quality Assurance Auditor hired
- Developed auditor checklist for calls, guidelines for auditors and employees, and clarified expectations for the position
- Created comprehensive training materials for employees on new auditing processes and detailed criteria expectations
- Monitored and evaluated customer service interactions through phone calls to ensure quality standards were met.
- Helped management come up with auditor checklist for calls, guidelines for auditor and employee to follow, and general expectations for position
- Created all of the material for employees to learn the new process of being audited, what criteria will be followed, explained in detail what the expectation would be
- Prepare monthly reports on calls, agent performance to management for decision making
- Trained employees on quality assurance processes until trainer position was filled
Assistant Supervisor Customer Service Department
3 Years 3 Months- Monitor calls and evaluate agent performance, provide learning or coaching opportunities, taking corrective action if needed
- Identified operational issues and recommended improvements to enhance call center efficiency
- Trained new hires, and current employees
- Identifying operational issues and suggesting improvements
- Closely monitored new employees so I could give accurate 30, 60, 90 and 180 day reviews
- Prepared daily/monthly reports and analyzed data to inform management on call center goals
- Preparing daily/monthly reports and analyzing data to assist management with determining call center goals
- Assist with call center phone calls when demand became high
- Ensure staff is following companies' rules and regulations
- Ensured timely payroll processing and coordinated time off requests for staff.
- Facilitated transition of entire department to remote work, ensuring continuity of operations
- Provided friendly, welcoming, healthy work environment for staff
Participant Services Trainer
1 Year 3 Months- Trained diverse groups of employees with varying skill levels to enhance overall team capability
- Provide leadership, mentoring, and training for new & current employees
- Ensured training content was accurate and updated regularly
- Updated training procedures to improve employee retention and engagement
- Worked with management to identify training needs
- Worked with management to identify training needs
- Oversaw integration of new fund company into existing operations, was responsible for creating all new training documents, while making sure employees were trained on new Fund and familiar with all rules and policy information
- Addressed customer escalations with compassion and professionalism, but also in such a manner to reach fact based conclusions & resolutions
Participant Services Representative
1 Year 10 Months- Effectively provide information to participants and medical providers on all of the Funds policy deductibles, out of pocket amounts, coinsurance, co-pays, etc.
- Demonstrated comprehensive understanding of ACA coverages and their application.
- Complete familiarity with ACA coverages and frequency of usage.
- Extensive understanding of pension requirements and processing.
- Extensive knowledge on multiple medical and pension plans
- Completed HIPAA certification to ensure compliance with health information privacy regulations.
- HIPAA certified
- Handled provider and member calls regarding insurance coverage, medical billing, pension, and eligibility to resolve inquiries effectively.
Office Manager/Administrative Assistant
7 Years 6 Months- Prepared monthly financial reports, oversaw all expense & cost tracking, accounts payable and receivable, and purchasing functions
- Managed incoming calls and efficiently relayed messages to appropriate team members.
- Maintained all records and information for employees on disability/FMLA
- Coordinated payment processing from contractors to ensure timely transactions.
- Organized calendar and scheduled meetings to optimize team collaboration.
- Prepared monthly financial reports, tracked expenses, managed accounts payable and receivable, and coordinated purchasing functions.
- Handled and resolved all complaints and problems
- Resolved all complaints and problems to ensure customer satisfaction.
- Arranged for payments from contractors.
- Prepared employees 1099’s at end of year
- Prepared employees' 1099’s at end of year
GSCM Retail Store Associate/Data Entry
2 Years 8 Months- Managed reception area by greeting visitors, responding to requests, assisting members with documentation, and processing payments to ensure smooth operations.
- Sorted and distributed incoming mail to ensure timely communication among staff.
- Maintained organized filing system to facilitate efficient information retrieval.
- Created and maintained excel spreadsheets.
- Faxed and scanned documents for efficient record-keeping.
Education
Diploma
Skills
Quality assurance techniques
Performance Evaluation
Customer Focus
Leadership experience
Communication skills
Interpersonal skills
Team oriented
Resourceful
Flexible
Autonomous
Initiative
Timeline
Quality Assurance Auditor
ASSOCIATED ADMINISTRATORS, LLC
05.2022 - CurrentRead More
Assistant Supervisor Customer Service Department
ASSOCIATED ADMINISTRATORS LLC
02.2019 - 05.2022Read More
Participant Services Trainer
ASSOCIATED ADMINISTRATORS LLC
11.2017 - 02.2019Read More
Participant Services Representative
ASSOCIATED ADMINISTRATORS LLC
01.2016 - 11.2017Read More
Office Manager/Administrative Assistant
TRUE CUT LAWN CARE AND LANDSCAPING
03.2008 - 09.2015Read More
GSCM Retail Store Associate/Data Entry
GIRL SCOUTS OF CENTRAL MARYLAND
07.2001 - 03.2004Read More
LIBERTY HIGH SCHOOL
Diploma
Read More