Summary
Overview
Work History
Education
Skills
Timeline
Generic

Danaya Harris

Danbury,CT

Summary

I strive to be the best version of me by putting my best foot forward in all that I do. I am able to pick up and learn quickly and efficiently. Focused on achieving goals placed in front of me. Authorized to work in the US for any employer Experienced in leading and directing call center operations with more than 25 employees. Disciplined manager with 10+ years of call center experience. Accomplished in improving customer satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and makes proactive adjustments to policies and procedures. Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field.

Overview

23
23
years of professional experience

Work History

Call Center Manager

United Healthcare
Remote , CT
05.2021 - Current
  • Supervise staff within one or more operations departments.
  • Maintain proper employment levels through selecting, interviewing, and training of personnel; conduct performance management activities within each assigned area of responsibility.
  • Maintain high levels of performance for customer service metrics including: call answer rate, call quality, customer service ratings, order accuracy, etc.
  • Manage and improve operational processes, policies, and systems in support of the organization’s mission and to improve efficiency and quality.
  • Maintain effective inventory control processes which includes inspecting and maintaining quality and standards of goods and supplies.
  • Create reports, metrics, and budget plans for the organization, as assigned.
  • Contribute to long- and short-term organizational planning which includes planning for initiatives geared toward operational excellence.
  • Develop, coach and motivate Service and Call Center Managers and front line leadership to improve and measure performance and foster a customer focused culture.
  • Fosters an inclusive work environment that promotes associate engagement and development at all levels using the performance management process.
  • Provides Payer Relationship Managers and Network Analysts assistance with strategic Payer initiatives as requested.
  • Hiring, training, and developing call center employees.
  • Handles all facets of performance management including performance evaluations and corrective action.
  • Full people management responsibility (onsite and virtual team members), performance and compensation management, and training and development.
  • Developed quality employees within call center to take over leadership positions.
  • Created clear and effective policies governing all aspects of employee work and interaction with customers.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Engaged in continuous learning and development opportunities to promote continued performance improvement.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.

Call Center Manager

Concepts Of Independence
New York , NY
08.2018 - 04.2021
  • Partnering with appropriate resources to facilitate the creation of idea documents,business cases, and value plans; Ensuring value optimization and communication; and Enabling continuous improvement in all areas and people around them.
  • Develop a deep knowledge of the business partner’s business unit and build positive relationship development, both horizontally and vertically Think strategically by identifying business function opportunities and the best-suited position for the function’s adoption within the business partner organization.
  • Measure adoption and work with business leadership to develop future roadmap and opportunities.
  • Networked with business leaders and executives to identify clientele within local community.
  • Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
  • Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
  • Utilized prospecting techniques to identify potential clients and create opportunities to sell financial services.
  • Transcended requirements on consistent basis to satisfy customers.
  • Planned portfolio solutions after carefully analyzing clients' financial health and future requirements.
  • Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
  • Supported end-to-end credit management process, submitted complete loan documentation and supported credit originations for credit compliance.
  • Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Developed quality employees within call center to take over leadership positions.
  • Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
  • Established and oversaw performance targets for call center associates.
  • Created clear and effective policies governing all aspects of employee work and interaction with customers.
  • Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
  • Recruited, trained and onboarded new agents, maintaining exceptional service standards.
  • Analyzed customer feedback to identify improvement opportunities and develop action plans.
  • Led daily team meetings to review performance, set targets and motivate staff.
  • Implemented innovative service strategies to improve customer experience and engagement.
  • Evaluated data to identify trends and determine customer service needs.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.

Customer Service Supervisor

Almar Sales
New York , NY
10.2010 - 07.2018
  • Take inbound and make outbound calls.
  • Conduct benefit investigation on patients behave by calling their PBM.
  • Investigate, analyze, and determine the extent of insurance covered.
  • Responsible for first and third party billing utilizing the patient financial information system, adjudicating claims, follow-up reviews, processing/tracking of submissions, remittances and rejections, inpatient/ outpatient registration, cashiering, credit and collections, charge master maintenance, follow-up with insurance companies and patients to ensure that all patient accounts are paid in a timely fashion.
  • Responsible for performing a wide variety of duties to provide for the efficient and effective management of accounts receivable.
  • Attempt to effect settlement with claimants.
  • Correspond with or interview medical specialists, agents, witnesses, or claimants to compile information.
  • Calculate benefit payments and approve payment of claims within a certain monetary limit.
  • Explained advantages, features and disadvantages of various policies to promote sale of plans, boosting overall sales
  • Created sources for continuous client referrals within community and with businesses
  • Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
  • Sold auto, home, life and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
  • Upsold additional products and services after identifying customer needs and requirements.
  • Built relationships with clients through active listening and my communication talents to provide excellent service.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Coached employees through day-to-day work and complex problems.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Implemented feedback system for customers to provide comments and suggestions to improve service.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Kept high average of performance evaluations.
  • Completed bi-weekly payroll for Number employees.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.

Verizon Wireless

Customer Service Team Lead
New York, NY
03.2001 - 02.2018
  • Kept customers and other employees up-to-date on latest devices and technology by performing frequent product demonstrations.
  • Upsold customers by recommending accessories and promotions to increase revenue.
  • Increased monthly sales Number% by recommending seasonal buy one get one sales, rebates and limited time offers.
  • Activated both contract and pre-paid wireless phones for Number customers per month by inserting new SIM cards and batteries, restoring content and establishing new payment accounts.

Education

Associates - Business Management

Monroe College
New Rochelle, NY
05.2005

High School Diploma - undefined

Basha High School

High School - v

Mount Vernon High School
Mount Vernon, IN
06.1998

Skills

  • Customer support
  • Documentation and reporting
  • Client Communication
  • Quality Assurance Controls
  • Professional Telephone Voice
  • Verbal and written communication
  • Proficient in CRM software
  • Typing 65 wpm
  • Inbound phone calls
  • Customer Relationship Management
  • Product promotions
  • Strategic Planning
  • Customer Relations
  • Retention strategies
  • B2B sales
  • Network development
  • Staff Training
  • Sales
  • Product and Service Sales
  • Multi-tasking strength
  • Persuasive negotiator
  • Superior organizational skills
  • CyberMatrix software
  • Energetic and driven
  • EStara Softphone
  • Avaya Software
  • WebChat
  • Customer focused-service
  • Quality Control
  • Employee Performance Reviews
  • Motivational Leadership
  • Constructive Feedback
  • Employee Motivation
  • Customer Needs Assessments
  • Inventory Accuracy
  • Performance Tracking and Evaluations
  • Corrective Actions
  • Call Center Software
  • Customer Care
  • Data Analysis
  • Morale Improvements
  • Team Coaching
  • Escalation Management
  • Customer Loyalty
  • KPI Tracking
  • Administration and Reporting
  • Scheduling and Coordinating
  • Data Communications
  • Keyboard Entry
  • Personnel Recruitment

Timeline

Call Center Manager

United Healthcare
05.2021 - Current

Call Center Manager

Concepts Of Independence
08.2018 - 04.2021

Customer Service Supervisor

Almar Sales
10.2010 - 07.2018

Verizon Wireless

Customer Service Team Lead
03.2001 - 02.2018

Associates - Business Management

Monroe College

High School Diploma - undefined

Basha High School

High School - v

Mount Vernon High School

Similar Profiles

CREATE PROFILE
Danaya Harris