Craig George

Role: Provided expert insight and knowledge to new employees being hired to become Tier 1 Customer Service Representatives. I also provided more specialized training to tenured staff that were applying for other roles within the company. For this I had to be knowledgeable in 7 lines of business across 2 contracts (Federal Marketplace/Medicare). Gathered and organized supplementary material to support structured lessons for classes averaging 30+ individuals. Tracking of Attendance and Ticket support as well.

• Mentored new hires, resulting in stronger staff development and increased productivity.
• Monitored participant workflow and behaviors throughout training process.
• Scheduled and taught in class and online courses to increase learning opportunities.
• Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
• Tracked attendance and progress against goals for each participant.
• Assessed student needs to develop effective training plans.
• Gathered and organized supplementary material to support structured lessons.
• Tracked clients progress in Excel sheets that were pre populated to maintain efficiency and adapted plans to maintain progress when needed.
• Handled daily 30 employees daily, switching between classes when necessary to maintain assessment goals.

Role: I was tasked with providing support for both Medicare Beneficiaries as well as Marketplace consumers. Would of switch between the 2 lines several times per day. Receive consumer call via an Interactive Voice Response System cue, then provide information from a vast scripted library based on individual need I had additional responsibilities of taking transfers from Beneficiaries needing specialized support for their Medicare claims and for Durable Medical equipment. Evaluated situations and helped consumers understand their ability to resolve issues using the tools provided.

• Trained in two different lines of business. Given the ability to handle calls from different types of consumers.
• Worked with both Federal Marketplace and Medicare customers to understand needs and provide excellent service.
• Maintained energy and enthusiasm in fast-paced environment
• Actively listened to customers, handled concerns quickly and escalated major issues when needed.

Role: This was my 3rd role at GDIT/Maximus, and as a ISG representative I was tasked with taking three levels of issues that came in for the Federal Marketplace Contract. I took Supervisor transfers in addition to also taking T! & T2calls from consumers. I was also expected to provide expert analysis of internal calls from T1 & T2 reps who called while helping a consumer because they did not know what they needed to do. Given that I was expected to be in top form especially in this role given that a mistake could not just cause someone to lose health coverage but also cost them thousands of dollars if the info on the application was not right.

• Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
• Evaluate each situation individually while maintaining our consumers' privacy, based on Federal and State guidelines for appropriate release of information. I based my assessments on protocol while maintaining a personable conversation until giving the information as needed to resolve their issue.
• Determining if an internal escalation for in depth investigation were truly the correct action among other routine verifications.
• Received Supervisor level communication requests and successfully resolved any issue a customer or internal employee may need resolved.

Roll: Receive consumer calls via an Interactive Voice Response System que, then provide information from a vast scripted library based on individual need. Additionally I took internal transfers from T1 representatives in order to conduct more in depth research on the issues they were having and to apply more sophisticated tools in order to provide them with a positive outcome.

• Tracked changing software and technologies with potential to impact customer requirements.
• Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
• Assisted sales team by creating and maintaining supporting data files.
• Troubleshot problems with software, hardware and networking for users.
• Worked within task management system to receive, manage and close support requests.
• Evaluated each situation individually while maintaining our consumers' privacy, based on Federal and State guidelines for appropriate release of information.
• Determine if a higher level of investigation may be needed to resolve an issue.

Role: Receive consumer calls via an Interactive Voice Response System cue, then provide information from a vast scripted library based on individual need.

• Worked within task management system to receive, manage and close support requests.
• Assisted sales team by creating and maintaining supporting data files.
• Recognized escalation needs and connected customers with advanced support staff.
• Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
• Identified trends in client requests and helped management get ahead of ongoing problems.

Roll: Maintain all aspects of the day to day Administrative needs for a Video rental, Tanning/Hair Salon in relation to Staffing, Inventory servicing of equipment as well as accounting and report processing for accurate record keeping and overall maintenance of the store.

• Managed store organization, maintenance and purchasing functions.
• Trained team members in successful strategies to meet operational and sales targets.
• Resolved customer service issues promptly.
• Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
• Completed routine store inventories.
• Managed inventory control processes to restore back stock, control costs and maintain sales floor levels to meet customer needs.
• Optimized store displays and appearance via strategic merchandising.

• Trained new employees and delegated daily tasks and responsibilities.
• Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
• Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
• Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
• Enforced company policies and regulations with employees.

Roll: To lead by example and be accountable to my clients as well as my employees. So that I could maintain a healthy working relationship on both fronts, I was also in charge of making sure that our work sites were compliant with OSHA standards on the federal and state level. Scheduling work and bidding jobs as well as Maintaining our financial records and paying everyone.

• Oversaw end-to-end business processes to maintain proficiency and profitability.
• Served as primary point-of-contact with suppliers and contractors to achieve inventory expectations.
• Monitored staff performance, providing final-say assessment over inquiries.
• Led screening, hiring and staff scheduling to maintain compliance with group goals.
• Lent business acumen to meet day-to-day strategic objectives.
• Oversaw business budget planning and administration, accounting functions, purchasing and bi-weekly payroll to handle financial needs.