Jodi Kinsler
Columbia,MD
Summary
Highly personable Customer Service professional with over 17 years of experience in call center management, and project management operations within healthcare, pharmaceutical, finance and the restaurant industries.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Shared Services Manager
Abrazo Medical Group
Phoenix, AZ
07.2022 - 05.2023
- Responsible for directly managing a staff of 1-5 Team Leaders and 50+ agents
- Responsible for day-to-day interaction with client organizations to help run a high-quality Call Center operation
- Create enhanced reporting for Call Center metrics on agreed Key Performance Indicators as set forth in Standard Operating Procedures from the client(s)
- Collaborate with the sites in creating Call Center reports (inventory, production, productivity, priority, and forecasting) to meet and exceed all production Service Level Agreements (SLA)
- Establish a transparent communication plan with client Call Center leadership to address issues, and concerns and take preventive measures to avoid service quality issues
- Ensure setting smart goals for teams and provide regular feedback, appraisal, and coaching to ensure performance
- Be responsible for managing personnel matters like attendance, holidays, PTO, sick days, approve hours for payroll, shift timings, etc
- With the prime objective of meeting and exceeding customer deliverables
- Prepares spreadsheets using data entry
- Collaborate with Subject Matter Experts (SMEs) to ensure that Standard Operating Procedures (SOPs) are adequate for the needs of the operations teams, review them periodically for updates and enhancements and ensure version control and client approvals
- Lead team in ensuring consistency with call listening and assessing the call based on quality forms provided
- Timely and accurate completion of standard and advanced quality forms, reports, and analysis
- Lead, attend, and delegate, when necessary, quality calibration sessions.
Substitute Teacher
Cenacle Leadership Group
Lawrenceville, NJ
02/07/22 - 06/13/22
- Provided instruction and guidance to students in the absence of a regular teacher.
- Organized lesson plans and activities for students.
- Assisted with classroom management issues when needed.
- Implemented school policies and procedures in the classroom
- Maintained accurate records of student performance, attendance, and behavior.
Senior Consultant
Singola Consulting
Huntersville, NC
04.2021 - 01.2022
- Responsible for providing industry expertise to healthcare systems
- Duties include researching client and our client's position within the industry, meeting with company executives or professionals to make suggestions and develop improvement plans based on their needs and maintaining a professional relationship with clients over time
- After an initial assessment, duties will move into the improvement phase and help the client achieve success
- Additionally, the following duties are expected: Provide industry-specific coaching and training to clientele
- Brainstorm strategies for growth, positive change and improvement
- Assist with marketing campaigns and brand development and review data
- Give presentations and organize team meetings
- Dedicate time to generating new business and pitching clients
- Meet with existing clients to perform an initial assessment, discuss goals and strategize methods for improvement
- Solve problems through helpful recommendations and practical suggestions
- Collect data on clients and the business through interviews, workplace shadowing and researching documents.
Contact Center Operations Manager
Maximus
Lawrenceville, NJ
05.2020 - 03.2021
- Responsible for the overall day to day operations of the Contact Center
- Responsible for leadership, staff development and management of key functions in order to provide high quality customer care
- Responsible for staffing and to ensure a safe environment and quality customer care
- Evaluates staffing needs and makes recommendations for additional training or other remedial help
- Collaborates with management team concerning operations and reports up to appropriate leadership
- Supports and communicates strategic goals and priorities to staff
- Enhances operational effectiveness, emphasizing cost containment, high quality customer care and employee satisfaction
- Participates on projects to support the organization's strategic initiatives and priorities
- Collaborates and directs the management team with implementation of mission, goals, policies, procedures and work standards
- Creates and maintains an environment of trust, integrity, open communication, teamwork and respect
- Responsible for growth and development of supervisors and customer service representatives
- Conducts regular meetings to address policies, procedures, and change management
- Complies/analyzes data for daily, weekly, monthly and quarterly reports and develops and implements action plans
- Ability to communicate and work effectively with all levels of management
- Ability to handle many tasks simultaneously and deals effectively with changing priorities
- Skills in exercising high degree of initiative, judgment, discretion and decision making
- Ability to data enter numbers on a worksheet as well as business reviews.
Operations Manager
Automated Health Services
East Providence, RI
11.2017 - 05.2020
- Responsible for the overall day to day operations of the Contact Center, Walk-In Center, Training and Quality, Special Projects, and a small administrative team
- Responsible for leadership, staff development and management of key functions in order to provide high quality customer care
- Responsible for staffing, scheduling and flow of the contact and walk-in centers to ensure a safe environment and quality customer care
- Evaluates staffing needs and makes recommendations for additional training or other remedial help
- Data enters employee time
- Collaborates with management team concerning operations and reports up to appropriate leadership
- Supports and communicates strategic goals and priorities to staff
- Enhances operational effectiveness, emphasizing cost containment, high quality customer care and employee satisfaction
- Participates on projects to support the organization's strategic initiatives and priorities
- Collaborates and directs the management team with implementation of mission, goals, policies, procedures and work standards
- Creates and maintains an environment of trust, integrity, open communication, teamwork and respect
- Works collaboratively with vendors, contractors, building maintenance, and others that interact with the site
- Responsible for growth and development of management team, team leads, and customer service representatives
- Conducts regular meetings to address policies, procedures, and change management
- Complies/analyzes data for daily, weekly, monthly and quarterly reports and develops and implements action plans
- Oversees the development and implementation of new hire orientation and cross training
- Ability to communicate and work effectively with all levels of management
- Ability to handle many tasks simultaneously and deals effectively with changing priorities
- Skills in exercising high degree of initiative, judgment, discretion and decision making.
Call Center Manager
Access Health Louisiana
Kenner, LA
01.2015 - 01.2017
- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; helping to identify and evaluate state-of-the-art technologies; defining user requirements, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs
- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
- Back-up Clinic Operations Manager.
Associate Client Account Manager
Ashfield Healthcare LLC
Ivyland, PA
01.2008 - 01.2015
- Responsible for managing, organizing, and coordinating multiple pharmaceutical/ healthcare programs
- Projects include but are not limited to: Direct to consumer campaigns, clinical trial recruitment and retention campaigns, inbound and outbound consumer, and professional marketing
- Project formats include IVR, and live operator call handling and fulfillment
- Participate in defining and documenting client needs
- Offer recommendations to ensure successful program implementation and ongoing operation
- Manage all aspects of project start-up, including developing strategy and tactics for program implementation, creating scripts and logic flow, counseling of clients to develop programs which meet legal and regulatory guidelines and developing reporting protocols and templates
- Development and delivery of initial training programs
- Manage all aspects of ongoing programs including, but not limited to, call monitoring for quality, providing ongoing training support, providing client with program updates and reporting, interfacing with clients, internal departments, and vendors, assist Client Account Manager, Call Center in some functions of daily program maintenance for certain programs as assigned
- Ensure that all client needs are met with a high degree of quality
- Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).
Senior Call Center Supervisor
Ashfield Healthcare LLC
Ivyland, PA
01.2005 - 01.2008
- Supervise inbound and outbound call activity for Ashfield projects ensuring client requirements are met/exceeded
- Supervise team of Healthcare Communicators and Licensed Healthcare Communicators and assist with training
- Provide day-to-day supervision of the medical information specialists/customer service representatives
- In coordination with the Vice President, Medical Call Center; Vice President, Commercial Call Center and Fulfillment Operations; Director, Call Center Operations and/or Manager, Call Center Operations, implement performance standards and provide coaching and performance feedback; conduct performance evaluations for designated staff members: conduct new hire interviewing and training and new program training; monitor and record absenteeism; conduct disciplinary actions, including terminations; monitor staffing levels
- Responsible for maintaining monthly call service levels as required by the client
- Monitor inbound/outbound customer service calls to ensure script adherence, call integrity, adverse events compliance, HIPAA compliance and proper phone technique
- In the event of staff shortages, develop a contingency plan to maintain adequate coverage levels
- This will include serving as backup when needed
- Provide daily, weekly, and monthly ACD activity
- Review reports for accuracy
- Provide ACD call volume reports and productivity reports to Client Services when needed
- As needed, assist the Vice President, Medical Call Center; Vice President, Commercial Call Center and Fulfillment Operations; Director, Call Center Operations and/or Manager, Call Center Operations with the implementation of program modifications and the scheduling of special call programs
- Assist Client Services in the development and implementation of new client programs
- Assist in the development of quality improvement programs to increase productivity and improve service levels
- Develop and implement client trainings
- Develop Call Center policies and procedures
- Provide recommendations to programming staff concerning the development of new projects
- Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA)
- Accomplish tasks through concern for all areas and all aspects of the job; accurately check processes and tasks
- Respond to issues, examine options and alternatives, and make informed decisions addressing problems as they arise
- Convey information clearly and effectively through both formal and informal documents
- Convey information orally, in such a way that the recipient(s) comprehends the message
- Work with others in a supportive environment to achieve shared objectives
- Ability to remain calm during all situations; provide constructive feedback; able to inspire teamwork and respect.
Education
Candidate for PMP -
Knowledge Academy
10.2023
Doctorate -
Colorado Technical University
01.2020
MBA, Project Management -
Keller Graduate School
06.2014
Bachelor of Science, Technical Business Management -
DeVry University
06.2008
Skills
- Training and development
- Curriculum design
- Microsoft Office (Word, Excel, PowerPoint, Outlook, Visio, Publisher)
- Project Management
- Athena
- ISymphony
- PBX
- Ansapoint
- Netchex
- SharePoint
- ACT
- CPA
- Avaya CMS Manager
- WebCPA
- Sample Management System
- Seibel
- Citrix
- Beacon
- Epic
- Trackwise
- Dovico
- Paycom
- Swank
- WebComm iConnect (Salesforcecom)
- WebEx
- Adobe Connect
- Zoom
- Go to Meeting
- Skype
- HealthTrack
- Infotrack
- RI Bridges
- ADP
- Chat
- Dropbox
- Asana
- Service Level Agreements
- Operational Excellence
- Human Resources Management
- Organizational Development
- Staff Management
- Schedule Management
- Customer Service
- Process Improvement
- Employee Development
- Problem-Solving
- Documentation And Reporting
- Continuous Improvement
- Decision-Making
Certification
- Agile Badge, 10/01/2023
- Predictive Project Management Badge, 10/01/2023
Unit
Unit 2050
Timeline
Shared Services Manager
Abrazo Medical Group
07.2022 - 05.2023
Senior Consultant
Singola Consulting
04.2021 - 01.2022
Contact Center Operations Manager
Maximus
05.2020 - 03.2021
Operations Manager
Automated Health Services
11.2017 - 05.2020
Call Center Manager
Access Health Louisiana
01.2015 - 01.2017
Associate Client Account Manager
Ashfield Healthcare LLC
01.2008 - 01.2015
Senior Call Center Supervisor
Ashfield Healthcare LLC
01.2005 - 01.2008
Substitute Teacher
Cenacle Leadership Group
02/07/22 - 06/13/22
Candidate for PMP -
Knowledge Academy
Doctorate -
Colorado Technical University
MBA, Project Management -
Keller Graduate School
Bachelor of Science, Technical Business Management -
DeVry University
- Agile Badge, 10/01/2023
- Predictive Project Management Badge, 10/01/2023
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