Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Gerald Peterkin

Jacksonville,FL

Summary


Skilled professional with strong background in member services management. Expertise in enhancing member satisfaction, streamlining processes, and fostering team collaboration. Known for adaptability and reliability in dynamic environments. Adept at member advocate development, strong written and verbal communication, and presentation skills. Proficient at leveraging technology to achieve results.


Overview

18
18
years of professional experience
1
1
Certification

Work History

Member Services Supervisor

Businessolver
06.2022 - Current
  • Supervise a team of Member advocates focusing on daily operations to include quality assurance, call adherence, Coaching & Feedback of call observations as well as calibrated interactions.
  • Handle and resolve escalated caller inquiries regarding member benefits in the areas of COBRA, MCA, Retiree Claims, and Dependent verification issues.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and proactive communication. Through analyzing trends, implementing targeted up-training, in improving two clients from low level Pulse review to satisfactory high level Pulse review over the last 12 months.
  • Assist with inbound and outbound calls during peak times and maintain service levels. Produce reports and provide statistical information to management as requested.
  • Lead department and team meetings. Communicate updates, trends, system implementations, product updates, and client trends.
  • Monitor workflow and department processes to improve call handling, system knowledge and communication skills, ensuring quality performance metrics are met.
  • Consult with leadership to improve effectiveness and efficiency of workflows as well as communicating trends and escalate issues as appropriate.
  • Ensure that all regulatory requirements are met and comply with internal policies and procedures.
  • Implemented a system for tracking and analyzing team member feedback, allowing us to identify areas where improvements could be made and measuring the success of implemented changes.
  • Oversaw the recruitment, hiring, onboarding, and ongoing training processes for new member advocates, helping build a skilled workforce committed to delivering excellent results for members.

Sales Advocate, Senior CBTU Supervisor, Training & Development Coordinator

Geico
10.2015 - 02.2022
  • Training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
  • Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
  • Answering agent questions regarding best practices or difficult calls.
  • Identifying operational issues and suggesting possible improvements.
  • Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
  • Preparing reports and analyzing data to assist management as they determine call center goals.
  • Working with other supervisors and management team members to support agents and maximize customer satisfaction.
  • During first eight months improved percent of calls answered within 20 seconds by 18.46%
  • Lead cost reduction project for paperless conversion for renewal notifications (347K reduction in paper and mailing costs for boating, and home customers).
  • Designed training programs to better provide exceptional customer care, monthly reports, and quarterly meetings as well as employee evaluations.
  • Maintained and promoted an effective open-door policy by developing excellent working relationships with employees, coworkers, and senior management.
  • Implemented effective upselling strategies to maximize transaction value and drive additional revenue.
  • Facilitated informative presentations at trade shows or other events to highlight the value of products/services available to prospective clients.
  • Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
  • Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.

Operations Manager

IRT
08.2007 - 09.2015
  • Identify gaps in process / training, develop action plans, and implement solutions for improvement. This resulted in a complete creation and addition of a retention team which helped reduce member attrition by 30% over 18 months.
  • Partner with operations management team and project management to launch new projects, drive continuous improvement, and manage change.
  • Managed a team of 4 supervisors and 87-member service representatives to meet and exceed quality standards, call handling time, schedule adherence, and member enrollment and retention.
  • Review staffing assignments and adjust where required to cover absences, system outages, or variations in volume.
  • Interviewed, and screened new staff. Completing onboarding cycle of beginning ramp of for three different client projects totaling 120-member service representatives.
  • Foster a climate of mutual respect that values the contribution of individual team members and maximizes diverse talents of team members. Responsible for developing career pathways for member service representatives.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them. Increased team quality performance by 5% in first 120 days as result.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans for supervisors to enhance the coaching environment for the next level member services representatives.

Education

Associate of Science - Business administration

Ashworth College
Norcross, GA
03.2027

Skills

  • Management 10 years
  • Microsoft Office 10 years
  • Training 4 years
  • Business Development
  • Six Sigma – Green Belt (2018)
  • Account Management
  • Process Improvement
  • Customer service expertise
  • Staff training and development
  • Team management
  • Problem-solving aptitude

Accomplishments

  • Collaborated with team of 7 leaders in the development of revamped survey and quality assurance score cards. (IRT)
  • Achieved 24% in crease System AI use in 90 days by introducing enhanced chat template, team training, and increased system reporting.
  • Achieved Higher overall CTQ rating 3% through effectively helping member advocates understand the impact of each call, Call evaluations, and implementing "white glove service customer service approach to the team. (BSC)
  • President’s Award March 2019 & March 2020, Awarded to the top performing staff member in each department for overall excellence, quality, and customer satisfaction. (Geico)

Certification

  • 220 Insurance license
  • Six Sigma Green belt certification 2018

Timeline

Member Services Supervisor

Businessolver
06.2022 - Current

Sales Advocate, Senior CBTU Supervisor, Training & Development Coordinator

Geico
10.2015 - 02.2022

Operations Manager

IRT
08.2007 - 09.2015

Associate of Science - Business administration

Ashworth College

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