Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Eboni Battiste

Fort Lauderdale,FL

Summary

Results-driven National Service Manager known for productivity and efficiency in task completion. Specialize in strategic planning, team leadership, and customer relationship management. Excel in communication, problem-solving, and adaptability to drive operational excellence and improve service delivery standards.

Overview

10
10
years of professional experience
1
1
Certification

Work History

National Service Team

United Healthcare
Work From Home , FL
08.2021 - Current
  • Provided accurate information about products or services to customers.
  • Developed strong relationships with customers through effective communication skills.
  • Assessed customer needs and provided solutions to resolve their issues in a timely manner.
  • Complied with quality assurance standards while handling customer inquiries.
  • Ensured compliance with applicable laws and regulations related to customer service activities.
  • Collaborated with other departments within the organization when necessary.
  • Adhered to all company policies and procedures when dealing with customers.
  • Assisted other team members when needed during peak hours of business operations.

OJT

United Healthcare
Work From Home, FL
03.2022 - 05.2024
  • Managed all incoming inquiries from learners about courses or programs.
  • Organized and maintained learning records, documents, and databases.
  • Conducted research on various topics relevant to the training program.
  • Monitored trainee attendance and provided updates on absences or tardiness.
  • Scheduled classes, meetings, and events related to the training program.
  • Delivered orientation sessions for new hires regarding company policies and procedures.
  • Prepared reports summarizing progress of trainees throughout their course duration.
  • Explained goals and expectations required of trainees.

Supervisor

Convey Health Solutions
Miramar, FL
06.2014 - 08.2021
  • Provided guidance, training, coaching and mentoring to call center team members.
  • Participated in hiring interviews and selection process for new team members.
  • Monitored calls for quality assurance purposes.
  • Conducted performance reviews of call center staff and documented results.
  • Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
  • Identified areas where additional training was needed among existing staff members.
  • Facilitated communication between departments to resolve problems quickly.
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
  • Delivered constructive call process feedback.
  • Monitored call recordings to identify areas for improvement and compliance with protocols.
  • Prepared reports on team performance, customer feedback, and operational metrics for senior management.

Education

Associate of Science - Education

Florida Memorial University
Opa-locka, FL
05-2011

High School Diploma -

Dillard High School
Miami, FL
06-2008

Skills

  • Training and mentoring
  • Staff Development
  • Sales Support
  • Operational Efficiency
  • Coaching and Mentoring
  • Compliance Management

Certification

  • Compliance Champion
  • Tier 1 M& R cerification

Timeline

OJT

United Healthcare
03.2022 - 05.2024

National Service Team

United Healthcare
08.2021 - Current

Supervisor

Convey Health Solutions
06.2014 - 08.2021

Associate of Science - Education

Florida Memorial University

High School Diploma -

Dillard High School

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Eboni Battiste