Janice Gorman
Customer Service Supervisor
Summary
Proactive professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor, and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
26
26
years of professional experience
2
2
Languages
Work History
Call Center Supervisor
Navient | Xtend Healthcare Services
- Supervise staff and operations of the Customer Service Contact Center Team/Department
- Accountable for providing effective supervision of assigned staff to ensure an efficient and cost-effective operation
- Customarily and regularly directs the work of 40+ employees
- Make decision or recommendations concerning hiring, firing, advancement, promotion or other changes of employee's status
- Provide effective supervision, leadership, guidance motivation to staff to ensure that all goals and objectives are met
- Receives and responds promptly and accurately to all customer inquiries and complaint via telephone that have escalated to the Supervisory level
- Ensure adherence to the customers experience and the departments quality and compliance guidelines through regular side by sides, observed listening, and floor presence
- Ensure that staff has the necessary information, knowledge, and training to efficiently perform all job responsibilities
- Monitor and assess staff performance and administer feedback daily, monthly and yearly
- Monitor, review and provide regular feedback to staff on the quality and quantity of work produced
- Coaches and trains specialists consistently in areas such as communicating prompt service options to customers, taking inbound call questions as well as outbound calls for follow up, completion of needed and accurate information in a courteous and professional manner to customers
- Provide ongoing guidance, feedback, and motivation to staff to ensure exceptional performance and maximum utilization of resources
- Review TO requests and timesheets for approval/denial
- Review and administer quality and compliance checks as required by department on daily basis including administering regular monthly scorecard assessments and PDA ad needed
- Ensure all necessary measured scored for agents are input on a monthly basis
- Trained new agent/s as well as tenure agents in customer service call quality and call handling
- Assists Human Resources/Talent Acquisition Team in their On-boarding new hire process
- Interacted with agents using email/chat ticketing system Zendesk and Teams
- Customer Relationship Management (CRM) and Workforce Management (WFM).
Member Service Advocate
Businessolver
- Facilitate Member-level enrollment calls during each scheduled shift
- Ensure quality customer service support given to each member
- Meet service center metrics outlined by Supervisor
- Adhere to outlined processes to success
- Answer a broad range of inbound calls (in support of clients) in a professional, energetic, and positive manner
- Respond accurately and thoroughly to caller inquiries and document call detail accordingly
- Resourceful and creative problem solver who can constructively work with members of the team to find solutions
- Ensure compliance in all areas of processing, completing all transactions timely and accurately
- Take accountability for the entire process from receipt of work to resolution
- Work under general supervision following established procedures
- Experienced in FSA, HSA, HRS, Cobra, MCM, HRIS, HIPAA etc.
Business Co-Owner
JLo's Boba Tea
05.2023 - Current
- Manage the financial and expenses of the company
- Manage financial, day-to-day and inventory of the company
- Process and collect payment from customers on day-to-day basis.
Business Co-Owner/Manager
All About Homes Inspections, LLC
08.2014 - 04.2023
- Manage the financial and expenses of the company
- Correspond and coordinate day-to-day scheduling of home inspections with clients
- Processing and collecting payments
- Correspond, coordinate and account balances/receivables with client as needed
- Handle all day-to-day account level communications with the clients
- Receive information and/or emails from clients
- Send emails/requests/discuss by phone for information to clients as needed.
Business Owner (ecommerce Business)
Angel Touch Essentials, LLC
06.2009 - 12.2017
- Owner and responsible in day-to-day order processing, collaborating with vendors and managing of the company (Ecommerce)
- Manage the financial and expenses of the company
- Processing and collecting payments globally
- Handle all day-to-day account level communications with the clients
- Receive information and/or emails from clients
- Send emails/requests/discuss by phone for information to clients as needed.
WFM Technical/Chat/Email Support Representative
TeleNetwork
02.2014 - 05.2014
- Provide technical support assistance to businesses and consumers for hardware, software and Internet services by phone
- Maintain accurate records of customer information to track customer's call history and report recurring problems
- Discuss additional products and services customers as needed.
Technical Support/Chat/Email/Helpdesk Supervisor
I. T Department TRG Philippines
03.2006 - 05.2008
- Dispatched & monitored of tickets for the technicians
- Send emails/requests/discuss by phone for information to clients as needed
- Provide technical support to the clients and to company users
- Correspond and coordinate technician schedules and clients
- Handle all day-to-day account level communications with the clients
- Receive information and/or emails from clients
- Send emails/requests/discuss by phone for information to clients as needed
- Supervise helpdesk assistants and intern students and administrative support to the I.T
- Manager
- Performs exceptional Customer Service Ethics.
Technical Support/MIS Staff/Data Entry Coordinator
R. Sabella Marketing Corporation
04.2005 - 01.2006
- Maintaining all computers both hardware and software and provide technical support to all POS users
- Encoding, updating, bar-coding and monitoring the incoming and outgoing items from the warehouse to Mall stores using the database master file
- Download and upload the master file database, sales, pullout and deliveries from the store then the main office server through PC Anywhere connection.
Technical Customer Care Representative
Convergys Philippines Services Corporation
03.2004 - 04.2005
- Representing the company's client to their customers by handling calls promptly, interacting with the customers to determine their needs by providing consistent, high-quality service and accurate information to the customers
- Performed the seven values of the company.
Insurance Specialist - AR
Xtend Healthcare Services to CorroHealth
Remote - Kannapolis, NC
08.2024 - Current
- Followed up on denials, late payments, extensions and other special circumstances.
- Strengthened client relationships through consistent follow-ups, ensuring timely renewals and retention.
- Resolve unpaid/denied claims by leveraging propriety software system, making phone calls, generating letters, accessing client systems and insurance carrier web portals in the pursuit of getting a claim resolved.
- Review medical documentation such as UB04 claim forms, EOB’s and medical records to determine the appropriate course of action for claim resolution.
- Maintain familiarity with client preferences and known issues.
- Meet monthly production and quality expectations.
- Processed insurance claims for clients, ensuring accuracy and adherence to company policies
- Performed regular audits of customer accounts to identify delinquent payments and initiate collection efforts
- Created detailed reports on accounts receivable aging, cash flow projections, and collections performance for management review
- Improved operational efficiency by developing procedures for processing claims, payments, and endorsements.
- Resolved discrepancies in insurance payments by collaborating with carriers.
- Processing MMAI, Medicare Supplement and Commercial plans
Comply with HIPAA privacy laws & other duties assigned.
TS/CS Representative/Helpdesk/Office Assistant/Data Entry Coordinator
Compuware Technologies Corporation
04.2002 - 03.2004
- Provide/handles technical phone support, customer concerns, complaints and other inquiries (hardware & software)
- Support Clients via modem using PC Anywhere software
- Prepare different kinds of receipts (NSDR, DR, POR, SUR and Demo R.) for delivery use
- Correspond, coordinate and account balances/receivables with client as needed
- Handle all day-to-day account level communications with the clients
- Receive information and/or emails from clients
- Send emails/requests/discuss by phone for information to clients as needed
- Prepare training materials and users manuals
- Encode and summarize service report
- Implement store preventive maintenance scheduling clients database (menu, employee, report, and etc.)
Technical Support/Chat/Email/Office Assistant/Data Entry Coordinator
iWEB Corporation
11.1998 - 04.2002
- Troubleshoot clients/users issue about connection
- Organized owner's schedule and meetings
- Verify account balances (Verification Status) with client as needed
- Handle all day-to-day account level communications with the clients
- Receive information and/or emails from clients
- Send emails/requests/discuss by phone for information to clients as needed
- Find efficient effective resolutions to client account situations.
Education
Bachelors in Science in Computer Science -
Adamson University
06.1997 - 05.2002
Skills
Information tracking
Customer service focus
Reporting skills
Report Writing
Coaching and Mentoring
Technical Support
Training Management
Call Monitoring
Timekeeping abilities
Training Coordination
Schedule Coordination
Documentation expertise
Quality Assurance
Scheduling proficiency
Team Collaboration
Performance Management
Analytical Skills
Staffing and scheduling
Problem-solving aptitude
Written Communication
Excellent Communication
Leadership Development
Contacts
Kannapolis, NC, 28083
Hobbies
I love outdoor and I enjoy playing sand volleyball twice a week!
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
RemoteImportant To Me
Company CultureWork-life balanceCareer advancementPaid sick leavePaid time off401k matchHealthcare benefitsTimeline
Insurance Specialist - AR
Xtend Healthcare Services to CorroHealth
08.2024 - Current
Business Co-Owner
JLo's Boba Tea
05.2023 - Current
Business Co-Owner/Manager
All About Homes Inspections, LLC
08.2014 - 04.2023
WFM Technical/Chat/Email Support Representative
TeleNetwork
02.2014 - 05.2014
Business Owner (ecommerce Business)
Angel Touch Essentials, LLC
06.2009 - 12.2017
Technical Support/Chat/Email/Helpdesk Supervisor
I. T Department TRG Philippines
03.2006 - 05.2008
Technical Support/MIS Staff/Data Entry Coordinator
R. Sabella Marketing Corporation
04.2005 - 01.2006
Technical Customer Care Representative
Convergys Philippines Services Corporation
03.2004 - 04.2005
TS/CS Representative/Helpdesk/Office Assistant/Data Entry Coordinator
Compuware Technologies Corporation
04.2002 - 03.2004
Technical Support/Chat/Email/Office Assistant/Data Entry Coordinator
iWEB Corporation
11.1998 - 04.2002
Bachelors in Science in Computer Science -
Adamson University
06.1997 - 05.2002
Call Center Supervisor
Navient | Xtend Healthcare Services
Member Service Advocate
Businessolver