Florence Nelson-Holmes
El Paso
Summary
Dynamic operations manager with a proven track record at Sagility Health, excelling in performance coaching and data analysis. Achieved a remarkable reduction in attrition to 7% while enhancing team productivity through effective leadership and quality assurance practices. Committed to driving customer service excellence and operational efficiency in fast-paced environments.
Overview
15
15
years of professional experience
Work History
Operations Management Capacity
Sagility Health
09.2021 - 05.2025
- Managed 6 Supervisors with 20+ agents each
- Portrayed Servant Leadership
- Managed Quality Accuracy
- BPO environment and understand having to learn each client’s language and expectations
- Problem Solving
- Team Player and Best Practices driven
- Technical Skills
- Data Analysis, Analytical Trend driven and focused
- Customer service focused – NPS, Csat, CRM
- Cost Control focused
- Launched new line of businesses in a BPO environment
- Coaching Focused and Development
- Worked with low and high performers to achieve required goals
- Oversaw Quality, Cpi’s and Kpi’s to ensure targets were achieved (AHT, QA, ACW, SLA’S)
- Managed shrinkage and attrition
- Managed operations for BPO environment
- Qualtrics knowledge
- Compliance Audits done Monthly – 360 audits with employees to ensure compliance policies were met
- WBR, MBR and QBR presentations
- Managed shrinkage under 8% and minimized monthly attrition to 7%
- Root Cause Analysis and Problem Solving
- Claims
Supervisor Capacity
Sagility Health
07.2018 - 09.2021
- Supervised 26 agents to enhance team performance and efficiency.
- Managed quality audits to ensure compliance with standards.
- Coached agents to improve skills and meet performance metrics.
- Ensured completion of daily processes to maintain operational flow.
- Escalated call assistance for complex customer inquiries.
- Implemented effective communication processes to streamline operations.
- Monitored daily supervisor responsibilities to uphold accountability.
- Executed corrective processes to address operational deficiencies.
Supervisor Capacity
Dish Telecommunication
01.2010 - 03.2018
- Supervised 26 agents to enhance team performance and efficiency.
- Managed quality audits to ensure compliance with standards.
- Coached agents to improve skills and meet performance metrics.
- Ensured completion of daily processes to maintain operational flow.
- Escalated call assistance for complex customer inquiries.
- Implemented effective communication processes to streamline operations.
- Monitored daily supervisor responsibilities to uphold accountability.
- Executed corrective processes to address operational deficiencies.
Education
Bachelor’s degree - business Applied Management
Grand Canyon University
04-2027
El Paso Community College
El Paso09.2008
Skills
- Operations management
- Customer service
- Process improvement
- Performance coaching
- Problem resolution
- Multitasking Abilities
- Communication skills
- Written communication
- Organization and time management
- Critical thinking
- Supervision and leadership
- Team leadership
- Healthcare claims processing
- Project management
- Data analysis and reporting
- Root cause analysis
- Customer service excellence
- Goal orientation
- Quality assurance practices
- Productivity enhancement
- Cost control strategies
- Return on investment analysis
- Healthcare industry expertise
- Cross-functional collaboration
- Performance management techniques
- Training and development implementation
- Data entry accuracy
- Client relationship management
- Provider relationship management
- Self-sufficiency in remote work
Timeline
Operations Management Capacity
Sagility Health
09.2021 - 05.2025
Supervisor Capacity
Sagility Health
07.2018 - 09.2021
Supervisor Capacity
Dish Telecommunication
01.2010 - 03.2018
Bachelor’s degree - business Applied Management
Grand Canyon University
El Paso Community College