Gairy Carby
Deltona
Summary
Results-driven leader with 8 years of experience in call center operations, including 5+ years in leadership roles. Experienced in managing escalations, optimizing processes, and developing teams to ensure operational efficiency and compliance with service level agreements (SLAs). Expert in training, coaching, and performance monitoring to enhance associate engagement and drive client satisfaction. Highly skilled in cross-functional collaboration with Fraud, Dispute, Client Services, Compliance, and Implementation teams. Proficient in Microsoft Office and quality monitoring systems. I am excited to leverage my leadership abilities, organization, and technical skills to contribute to the success of the ADP team.
Overview
10
10
years of professional experience
Work History
Campus Enrollment Guide
Full Sail University
10.2023 - Current
- Develop and maintain CRM communication channels to streamline information exchange between departments and students
- Validate and track admissions and financial documents to ensure compliance and maintain accurate student enrollment records
- Provide financial analysis and guidance to assist students in making informed funding decisions
- Communicate timelines and guide students through key processes to ensure deadlines are met
- Act as a liaison to secure necessary approvals and prevent delays in tuition, housing, and enrollment
Provider Data Management Policy & Process Analyst
Healthfirst
02.2022 - 12.2022
- Streamlined knowledge management articles, reducing workflow complexity by 11% and increasing process efficiency by 6%
- Collaborated cross-functionally to document and enhance workflows, improving interdepartmental communication
- Facilitated process improvement discussions, decreasing errors by 8% through enhanced procedural documentation
- Audited departmental documents to ensure adherence to internal processes and compliance standards
Workforce Management Scheduling Analyst
Healthfirst
04.2020 - 02.2022
- Managed staffing placement, real-time queue analysis, and backfill recommendations for a 2,000-employee contact center
- Audited and optimized employee schedules to enhance service level performance and KPI achievement
- Implemented cross-training programs, boosting team productivity by 10% and strengthening workforce flexibility
- Processed quarterly shift bids, increasing employee engagement and retention
- Developed short-term PTO planning and headcount forecasting to align staffing with operational demands
Quality Assurance & Operational Auditor
Healthfirst
02.2015 - 04.2020
- Conducted quality monitoring for calls, chats, CRM, and emails, ensuring a 98% compliance rate and a 96% customer satisfaction score
- Led monthly coaching sessions for 25+ service agents, increasing quality scores and customer satisfaction by 8%
- Partnered with external vendors to enhance quality assurance compliance, improving vendor performance by 15%
- Maintained knowledge management databases to standardize guidelines and enhance interdepartmental consistency
- Provided escalation support for customer concerns, collaborating with specialized teams to drive resolution
Education
Bachelor of Science - Business and Information Management
Seminole State College of Florida
Sanford, FL08-2024
Skills
- Leadership & Team Development
- Process Improvement & Workflow Optimization
- Problem-Solving Skills
- Escalation Management & Resolution
- Training & Knowledge Management
- Performance Metrics & SLA Compliance
- Coaching & Mentoring
- Performance Metrics & SLA Compliance
- Cross-Functional Collaboration
- Data Analysis & Reporting
- Customer Satisfaction & Service Excellence
- Microsoft Office Proficiency
Timeline
Campus Enrollment Guide
Full Sail University
10.2023 - Current
Provider Data Management Policy & Process Analyst
Healthfirst
02.2022 - 12.2022
Workforce Management Scheduling Analyst
Healthfirst
04.2020 - 02.2022
Quality Assurance & Operational Auditor
Healthfirst
02.2015 - 04.2020
Bachelor of Science - Business and Information Management
Seminole State College of Florida
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