Joe Riley

Overseeing UnitedHealthcare M&R account from 8/22/2021-4/30/2023 and Fanatics Betting and Gaming Sportsbook account 3/12/2023-1/31/2024, service was conducted both on-site and remotely.

General Responsibilities

Entrusted with the responsibilities of Operations Manager when Manager is out of office or unavailable. This position ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability of team leaders.

Assigned to Nesting Team Leader upon request from Training Manager/Operations Manager. This position ensures that trainees entering the transition/nesting phase are successful by providing coaching, feedback and complete all requirements to graduate into production.

Responsible for the day-to-day supervision of a group of Call Center Advisors and Subject Matter Experts(SMEs) and serves as a mentor to a group of Team Leaders.

Effectively coach direct reports on their performance regularly to ensure performance metrics are achieved, at a minimum weekly.

Identify performance-related issues, develop an action plan for improvement, and implement corrective action, up to and including termination of employment.

Ensure service delivered to our customers meets contractual Key Performance Indicators (‘KPIs’) and financial expectations.

Communicate expectations to employees and provide timely updates.

Provide subject matter expertise in handling escalated customer interactions as needed.

Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.

Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.

Stay current on internal work processes, policies, and procedures. Attend required manager development training.

Promote the Company values through both behavior and attitude, including being an advocate for team members and SMEs.

Maintain and grow the revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization, and retention

Ensures the program has proficient training, staff development, and effective employee relation/recognition programs

Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction

Maintain relationships with strategic vendors to facilitate open communications, understand changing technologies, and stay abreast of industry trends

Partnering with Business Development to leverage and expand new business from client(s)

Participate in cross-functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement

Attend Business reviews regularly, communicate the overall objectives within common reports (Service reports and Operational Efficiency Reports), ensure that customer, operational, and capacity requirements are addressed (i.e. Telecommunications, Information Technology, Legal, HR, Finance, Facilities), hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming events.

Pick up passengers at prearranged locations or by cruising streets in high-traffic areas.

Arrange to pick up particular customers or groups on a regular schedule.

Provide passengers with assistance entering and exiting vehicles, and help them with any luggage.

Communicate via telephone or computer to exchange information and receive requests for passenger service.

Performed routine vehicle maintenance, such as regulating tire pressure and adding gasoline, oil, and water.

Related to and empathized with a range of people.

Sensitive listening and questioning.

• Role was part of UnitedHealthcare M&R account
• Meet and exceed the monthly targets of key customer-impacting SLAs
• Provide Feedback to New Hires on product
• Proactively implement best practices across locations - add value to the business
• Conduct Training Need analysis and share feedback with stakeholders
• Interface with customers as per requirement
• Monitor advisors' progress through the duration of production including providing coaching and developmental feedback. Conduct classroom training as per ramp planning.
• Participate in floor support activities including Refresher and Remedial training as required and ensure program effectiveness
• Drive continuous process improvement in program execution by providing documentation of existing processes, and evaluation of likely scenarios.
• Develop strong interpersonal relationships with the team, to cohesively bond them together with the company and integrate them with the vision and core values of the organization
• Directly responsible for fostering the development of the team by motivating them and ensuring career advancement
• Manage a team; drive performance, manage queries, and provide resolution
• Monitor Calls and provide feedback to advisors
• Ensure updated procedures are in place and updates are cascaded to the team, on time
• Apply performance management strategies - action plans

• Tenure is split from 11/5/2018-7/7/2019 with Clover Health Customer/Provider Experience Account and 7/8/2019-11/28/2020 with UnitedHealthcare M&R Account
• Ensure service delivered to our customers meets contractual Key Performance Indicators (‘KPIs’).
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking.
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunities to build rapport with the customer.
• Maintain broad knowledge of client products and/or services.
• Track, document, and retrieve information in the call tracking database.

General duties include cashier duties, handling of currency, additionally, duties included serving, bartending, and inventory checks alongside cleaning and disinfecting concessions. TX Food Handler/TABC was compliant for the entire duration of tenure.

• Comcast X1 Account was serviced for duration of tenure.
• Ensure service delivered to our customers meets contractual Key Performance Indicators (‘KPIs’).
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking.
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunities to build rapport with the customer.
• Maintain broad knowledge of client products and/or services.
• Track, document, and retrieve information in the call tracking database.