Ebony Banks
Kansas City,MO
Summary
Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results. Experienced in overseeing schedules, administration, and training. Knowledgeable professional excelling in call center environments, customer service management, and team leadership. Strong work ethic and attention to detail. Consistently striving for excellence in all aspects of role. Dedicated team leader adept at motivating and guiding team members to achieve goals and deliver exceptional results.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Quality Assurance Auditor
American Health Marketplace
11.2022 - Current
- Review a high number of calls, transactions, and assess interactions based on client calls
- Measure team member skills in the use of sales methodology, product knowledge, eligibility, greeting, diction, listening, etiquette, objection handling, efficiency, professional close of the call, information accuracy and proper documentation
- Communicate concerns and/or issues based on information acquired through call listening (compliance, verbiage, sales methodology)
- Provide meaningful and constructive feedback designed to help team members improve
- Provide coaching feedback to all agents
- Monitor customer service performance on the agent and team level
- Participate in calibration sessions to maintain consistency in internal evaluations.
- Completed timely quality reports highlighting deficiencies and recommending corrective actions.
- Identified issues of non-compliance and elevated reports to senior personnel.
Operations Supervisor
Maximus Call Center
01.2020 - Current
- Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
- Perform tasks to assure project and program service level requirements and goals are met
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Participate in meetings and recommend changes to policies and procedures
- Support and enforce contact center expectations and company policies and procedures
- Improved operational efficiency by streamlining processes and implementing time-saving strategies.
- Participate in program special projects as required.
Centralized Claims Adjuster
Progressive
09.2022 - 09.2023
- Manage a high volume of claim files from beginning to end
- Resolve and document auto claims as quickly and accurately as possible
- Interview all involved in an accident to determine coverage and liability decisions
- Validate damage is consistent with the report of the accident
- Independently make decisions related to liability and coverages.
Sales Chat Representative
Full Potential Solutions
09.2021 - 10.2022
- Handle incoming queries from customers who are interested in learning more about client's products and service, be able to close new phone/line subscriptions, add in accessories to go with the phone, offer tablets and the latest phones
- Developed rapport with customers through engaging conversations that fostered brand loyalty and repeat business.
- Respond promptly to customer concerns, record and document each transaction in all forms of communications
- Adhere to client privacy guidelines to ensure each customer's privacy
- Maintain regular attendance as required by position
- Employees are required to work nontraditional business hours, such as holidays, evenings and weekends as business demands.
Inside Claims Adjuster
EA Renfroe
09.2021 - 11.2021
- Investigates, determines coverage of loss and adjusts all elements of routine Property loss claims
- Writes appraisals for dwelling repairs of routine claims based on information collected from customers and contractors
- Issue payments to policyholders where possible
- Explains coverage of loss, assist policyholders with itemization of damages, emergency repair, cleaning services and various replacement service
- Dispersed deferred/depreciation supplement payments on final disposition of claim
- Made decisions within delegated authorization; recommended settlement values in the disposition to moderate, severe, and complex claims
- Adhere to high standard of professional conduct while providing delivery of superior claims service.
- Reviewed policy coverage details to determine appropriate liability limits for each specific case accurately.
Trainer Support Specialist
Wipro/ LHI
06.2021 - 09.2021
- Provide initial education and training for provider contacts and medical and dental practitioners telephonically and/or electronically in regard to: examinee and provider responsibilities, electronic or paper document completion, service requirements and Provider Portal navigation
- Determine the need for refresher training based on analysis of prior practitioner/provider trainings, recent appointment history and any noted issues and/or errors and escalate to Provider Education Specialist
- Assign appropriate training codes to provider contacts and practitioners, when applicable
- Determine need for corrective training based on analysis of check-listing reports per contract supported by network provider as well as via issues identified by interdepartmental communications; route tasks to Specialist and Nurse Educator personnel for follow-up as appropriate
- Answer department queue line calls
- Assist with non-clinical questions regarding exams and services, training completion and portal navigation
- Escalate calls regarding clinical issues/concerns or complex issues to the appropriate internal or external department staff
- Provide assistance on retrieval of missing or incompletion components or documentation
- Monitor department reports and assign follow-up when appropriate.
- Mentored new hires, resulting in stronger staff development and increased productivity.
Inside Claims Adjuster
Pilot Catastrophe Services
02.2021 - 04.2021
- Investigates, determines coverage of loss and adjusts all elements of routine Property loss claims
- Writes appraisals for dwelling repairs of routine claims based on information collected from customers and contractors
- Issue payments to policyholders where possible
- Explains coverage of loss, assist policyholders with itemization of damages, emergency repair, cleaning services and various replacement service
- Dispersed deferred/depreciation supplement payments on final disposition of claim
- Made decisions within delegated authorization; recommended settlement values in the disposition to moderate, severe, and complex claims
- Adhere to high standard of professional conduct while providing delivery of superior claims service.
- Mitigated potential legal issues by collaborating closely with company attorneys on complex or disputed cases.
Call Center Assistant Manager
EXL Service
07.2018 - 10.2019
- Train, coach and develop customer service representatives
- Provide daily motivation
- Evaluate current processes and procedures and provide feedback/suggestions to leadership
- Perform performance evaluations
- Act as a customer service representative as business requires
- Handle escalation calls
- Execute call review with customer service representatives
- Assist the operations manager as needed
- Collaborate with other departments to ensure metrics are met.
- Boosted team productivity by setting clear performance goals and regularly monitoring progress.
Customer Service Representative/Front Office Assistant
Comprehensive Health
02.2017 - 05.2018
- Assist patients with appointment scheduling
- Give patient health and appointment advice, as directed
- Assist with patient intake counseling
- Screens financial, medical and social history
- Adheres to all money handling procedures
- Provide patients with accurate information regarding services provided.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Benefits Specialist
Mylo, A Lockton Insurance Company
09.2016 - 12.2016
- Benefits Enroller
- Responsible for assisting current employees with annual benefits enrollment
- Enter/Update any important client information into the company database to ensure current benefits were up to date
- Assist former employees with continual medical benefits.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
New Business Supervisor
Efinance Call Center Support
06.2012 - 08.2016
- Responsible for managing department to ensure the achievement of Key Performance Indicators (KPI) - Constant monitoring and feedback to ensure all pertinent KPI are kept up to date as business needs may change
- Collaborates with Training department regarding coaching, training, and development of team members
- Responsible for managing team members to ensure compliance with all work processes - Coaching and Development of all agents and Senior Agents to ensure full compliance with all policies, procedures, rules and regulations at all levels of business
- Works with the Compliance and Training departments to ensure departmental compliance with all company and departmental policies, procedures, and guidelines
- Monitor and analyze departmental trends impacting staffing and technology, taking appropriate action when necessary
- Responsible for departmental costs and expense management, working with Department Manager and Call Center Operations
- Works with Department Manager to develop and implement business continuity and recovery plans for off-schedule and unanticipated eventualities.
- Spearheaded initiatives geared toward process optimization in the sales cycle, which ultimately led to shortened sales cycles and increased profitability.
- Facilitated productive meetings with clients and internal teams alike, fostering clear channels of communication and promoting collaboration towards shared objectives.
Education
Certification - Supervisor/Management Certification
Rockhurst Community College
Kansas City, MO01.2014
GED -
Westport High School
Kansas City, MO01.1994
Skills
- Disaster Recovery
- Information Security
- Expense Management
- Network Support
- Microsoft Windows
- System Administration
- Operating Systems
- ServiceNow
- VPN
- In-Process Inspection
- Quality Control Processes
- ISO standards knowledge
- Documentation Review
- Quality Management Systems
- Training and coaching
- Auditing Techniques
- Document Review
- Staff Management
- Standards Compliance
- Documentation and Recordkeeping
Certification
- Texas All Lines Adjuster License
- Louisiana Adjuster License
- Oklahoma Adjuster License
- Kentucky Adjuster License
- Michigan Adjuster License
Additional Information
USAA IA CERTIFIED, State Farm Virtual Auto Independent Adjuster Certification, State Farm Virtual Property Independent Adjuster Certification
Personal Information
Willing To Relocate: Anywhere
Timeline
Quality Assurance Auditor
American Health Marketplace
11.2022 - Current
Centralized Claims Adjuster
Progressive
09.2022 - 09.2023
Sales Chat Representative
Full Potential Solutions
09.2021 - 10.2022
Inside Claims Adjuster
EA Renfroe
09.2021 - 11.2021
Trainer Support Specialist
Wipro/ LHI
06.2021 - 09.2021
Inside Claims Adjuster
Pilot Catastrophe Services
02.2021 - 04.2021
Operations Supervisor
Maximus Call Center
01.2020 - Current
Call Center Assistant Manager
EXL Service
07.2018 - 10.2019
Customer Service Representative/Front Office Assistant
Comprehensive Health
02.2017 - 05.2018
Benefits Specialist
Mylo, A Lockton Insurance Company
09.2016 - 12.2016
New Business Supervisor
Efinance Call Center Support
06.2012 - 08.2016
Certification - Supervisor/Management Certification
Rockhurst Community College
GED -
Westport High School
- Texas All Lines Adjuster License
- Louisiana Adjuster License
- Oklahoma Adjuster License
- Kentucky Adjuster License
- Michigan Adjuster License
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