Frank Ruiz

• Responsible for developing and implementing training modules for all product offerings.

• Assist in the hiring process which includes providing daily support in the areas of policy interpretation and

standard operation procedures.

• Facilitate on-boarding and training for call center associates.

• Assist with all aspects of operational reporting from day-to-day activity at CSR level to overall client

reporting.

• Assist in the administration of the Customer Service Quality Program including the monitoring of calls,

evaluation and coaching of associates.

• Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
• Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
• Collaborated with other departments to develop cross-functional initiatives that enhanced the overall customer experience.
• Enhanced knowledge sharing among team members through weekly meetings that included collaborative problem-solving exercises.
• Coached and mentored agents for increased performance, resulting in higher customer service ratings.
• Increased employee retention by creating a positive work environment focused on open communication, personal growth opportunities, and recognition of achievements.
• Analyzed call center metrics to identify areas of improvement and implemented targeted action plans for each issue.
• Ensured compliance with industry regulations through regular review of policies and procedures as well as thorough training sessions for all employees.
• Conducted regular performance evaluations for team members, offering constructive feedback for continuous improvement in their roles.

• Responsible for enforcing all company policies and regulations to ensure compliance with Medicare

regulations.

• Effectively monitor employees’ performance and productivity.

• Formulate Performance Improvement Plans for employees not meeting established goals and metrics.

• Efficiently establish department strategies to meet quarterly benchmarks and goals.

• Conduct quarterly Performance Evaluations and consistently provide coaching and professional growth

guidance.

• Review daily adjustments and/or concerns with multiple locations and Regional Managers.

• Monitor employee’s worked hours/payroll transactions and Paid Time Off Program.

• Conduct daily audits on work produced by the team.

• Knowledgeable in Medicare Guidelines and DME requirements as well as HCPCS and ICD-10 Codes.