Joey Evans
Chattanooga,TN
Summary
Accomplished mid-level Management Professional with 3+ years of Small Business Solutions (SMB) experience, which includes staff management, operation and finance. Acquired over 22 years of customer service experience in many different professional fields. Proven leader, recognized for spearheading operational improvements to drive productivity and reduce overhead costs and increase sales. Excel in dynamic and demanding environments while remaining pragmatic and focused. Adept at driving objectives to deliver results and meet commitments. Results-oriented with the ability to coordinate multiple projects and teams simultaneously, coupled with the skill to effectively manage staff of all levels with diverse backgrounds.
Overview
13
13
years of professional experience
Work History
Consumer Advisor - Dental
BLUE CROSS BLUE SHIELD of TENNESSEE
10.2022 - Current
- Provide exceptional customer service to members and providers
- Promptly respond to general and complex insurance inquiries from clients and staff via telephone, mail, e-mail, and fax
- Handle 90+ calls daily, with duties including resolving customer billing inquiries, entering new provider information, and assisting providers with claims
- Received above average metrics over 12 months for quality and agent utilization will meeting and exceeding MBA service performance goals
- Maintain comprehensive knowledge of various State insurance regulations and guidelines.
Team Lead
ECHELON FIT
01.2012 - 04.2016
- Delivered exceptional performance during 2020-2022 with revenue growth over 400% during height of pandemic
- Prepared commercial and 3rd party sales contracts
- Built customer relationships starting with the initial interest call through the end of the sale and the start of the business contracts results in over 50 new commercial engagements, 18 new business accounts and over 250 direct consumer sales
- As 2nd shift supervisor, we would handle all 2nd and 3rd tier escalation request and NPS callbacks
- Maintained staffing records and logistics to assist with schedule forecasting to ensure correct service levels were met, both internal and 3rd party
- Maintained knowledge of current security practices, updated patent filings as well as state and FTC trade regulations.
Sr. Expert / Revenue Ambassador
T-Mobile
03.2012 - 09.2015
- Assisted the growth of T-mobile going from the #7 wireless carrier in the country to #2 by 2018
- 1st place 2016 for Added lines in the Chattanooga call center and ranked 17th overall nationally
- Promoted to Sr Expert in 2017 to assist with new hire job shadowing, escalations, special projects, and community events
- 2018-2019 transitioned to (P)Coach to assist with coaching development and assist in community operations in a fast past call center environment
- In 2019, received the position of Revenue Ambassador, to assist with all communities and departments with direct sales training and revenue forecasting to further grow revenue streams on the frontline and in retail stores.
Education
Entrepreneurship Management -
Chattanooga State
Chattanooga, TN12.2013
Entrepreneurship Management -
Chattanooga State
Chattanooga, TN12.2008
Skills
- SAP
- AS400
- Microsoft Word, Excel, and PowerPoint
- Quicken Books
- Call center experience
- Complaint Handling
- De-Escalation Techniques
- Customer Service
- Call Documentation
- Phone Etiquette
Timeline
Consumer Advisor - Dental
BLUE CROSS BLUE SHIELD of TENNESSEE
10.2022 - Current
Sr. Expert / Revenue Ambassador
T-Mobile
03.2012 - 09.2015
Team Lead
ECHELON FIT
01.2012 - 04.2016
Entrepreneurship Management -
Chattanooga State
Entrepreneurship Management -
Chattanooga State
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