Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline

Danyell Borden

Allen Park,MI

Summary

Experienced Customer Service Supervisor bringing 17 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Government Programs Customer Service Supervisor

Delta Dental
11.2019 - Current
  • Supervises the activities of the contact center responsible for Medicare Advantage and Medicaid business to ensure regulatory compliance and adherence to CMS call center requirements
  • Leads, evaluates, recommends and enforces policies, procedures, guidelines and standards of operation; Develops and creates departmental policies, procedure, goals, objective and strategies to support corporate objectives; evaluates and prioritizes day to day workflow and activities to ensure operational effectiveness and continuous improvement of programs and services, including resolving workflow issues with other departments and locations
  • Samples, compiles, and analyzes data to determine compliance with quality and performance standards and prepares and distributes reports for management and quality assurance
  • Responsible for team building, leading change and organizational learning; performs daily analysis of Key Performance Indicators (KPI) and metrics, real-time monitoring, agent performance levels and processes to identify and recommend areas of improvement
  • Evaluates individual employee performance by monitoring real-time behaviors and analyzing historical reporting data and provides feedback, recognition and coaching to continuously improve employee performance; Evaluates and conducts formal appraisal sessions for specialized staff
  • Supervises the government programs training/specialist team
  • Collaborates to identify training needs and create training materials
  • Collaborates with Quality Assurance, Reporting, and Workforce management teams on trends identified through call center monitoring, as well as inquiry content, tracking and volume that require coaching and advanced training of the customer service department
  • Administers and enforces collective bargaining agreement
  • Leads team efforts in designing, developing, testing and evaluating the implementation of new program and service initiatives
  • Participates in government program audits, researches issues, responds to inquiries, and coordinates work between external plan partners, other departments, and affiliate locations, and maintains related records in compliance with applicable federal and state requirements
  • Interviews, hires, trains, evaluates, manages and develops staff in order to ensure accountability for achievement of departmental goals and objectives.

Quality Control Operations

Delta Dental
02.2017 - 11.2019
  • Collect and analyze data to determine compliance with quality, production, and performance standards as well as develops, prepares, maintains, and distributes reports for productivity and quality control
  • Verifies that department documentation is current and supports quality guidelines
  • Maintains departmental process and procedure documentation, including compliance and ISO documentation and maintains the departmental intranet sites
  • Partners with trainer and management on trends identified through the quality monitoring process
  • Provide feedback to assist management in coaching and developing staff
  • Uphold and abide by company policies, procedures and union guidelines at all times.

Customer Service Representative

Delta Dental
02.2016 - 02.2017
  • Respond to incoming calls in a fast-paced, high volume call center
  • Successfully tailor each call to ensure the needs of our members, dental offices and groups are met/exceeded each and every time
  • Resolve questions/issues with customer’s insurance policies
  • Demonstrate flexibility, attention to detail, and patience while providing superior customer service
  • Have thorough knowledge and understanding of dental terminology and procedures
  • Uphold and abide by company policies, procedures and guidelines at all times.

Implementation Specialist II

Sprint
04.2011 - 10.2013
  • Provided support, guidance and implementation oversight for a multitude of high profile business customers by managing their account needs
  • Provided strong client relations to ensure business transactions were completed effectively and efficiently
  • Ensure client expectations met and/or exceeded and that all deliverables were completed in a timely manner
  • Overseen training and deployments of new products, features and services
  • Utilized time, tools, resources and strategies to provide efficiency and cost containment strategies.

Customer Service Agent/ Lead Specialist

Sprint
06.2007 - 11.2010
  • Provided excellent customer service and support with ability to diffuse and resolve various customer situations by maintaining balance between the interests of the company and customer satisfaction
  • Make service changes and recommend service options while resolving an average of 250 inquiries in a week, dealing with all types of billing issues, account maintenance, online support, resource guidance and product information inquiries
  • Assisted with new hire trainee classes, handled escalations, monitored calls for quality and coaching purposes.

Office Manager

Dykes Rentals
06.2003 - 06.2007
  • Administered daily operations for 36 rental properties including rent collection, serving all property and eviction notices, lease preparation and execution, and the hiring and training of staff members
  • Training and development of new employees
  • Interact with vendors, and maintain general performance of the property.

Education

Business

Baker College of Allen Park

High School Diploma -

Gate City High School, Gate City, VA
05.1999

Skills

  • Power Point
  • Microsoft Word
  • Microsoft Excel
  • Outlook Office 365
  • Problem-Solving
  • Time Management
  • Customer Service
  • Team Building and Leadership
  • Training and mentoring
  • Policy Enforcement
  • Call Center Management
  • Schedule Management

Certification

Benchmark Portal Certified Contact Center Manager, CCCM

Accomplishments

Project Management Course

Spotlight Award

Certificate of Excellence

Multiple Attendance Awards

Trained 200+ employees on new line of business

Timeline

Government Programs Customer Service Supervisor - Delta Dental
11.2019 - Current
Quality Control Operations - Delta Dental
02.2017 - 11.2019
Customer Service Representative - Delta Dental
02.2016 - 02.2017
Implementation Specialist II - Sprint
04.2011 - 10.2013
Customer Service Agent/ Lead Specialist - Sprint
06.2007 - 11.2010
Office Manager - Dykes Rentals
06.2003 - 06.2007
Baker College of Allen Park - , Business
Gate City High School - High School Diploma,

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Danyell Borden