Johnnie Battle
San Antonio ,TX
Summary
I'm customer service professional with 11 plus years of leadership experience seeking a management role. Skilled in training staff and establishing rapport with staff. Managed multiple units ranging from 70-300 employees while maintaining performance standards. Listened to staff feedback and found ways to implement improvement plans project wide. Initiative-taking with exceptional communication and computer capabilities.
Overview
19
19
years of professional experience
Work History
Research Manager/Call center Manager
Maximus
03.2018 - Current
- 15 plus years supervisor/ management experience
- Overseeing a group ranging from 8 to 20 supervisors and 350+ employees
- Overseeing a group of 19 outbound CCR agents
- Ensures department processes follow applicable requirements of the Contract, state, and federal regulations
- Assists the Manager and Sr
- Operations Manager by facilitating activities related to adherence to operations performance standards, generating reports, and assuming a liaison role with appropriate departments and key staff to ensure Key Performance Requirements are being met
- Analyzes trends and gaps and recommends areas for improvement
- Creating policies, disciplinary action document for Project start ups
- Coordinates matters related to hiring, staff schedules, attendance, leave requests and other employment related actions such as coaching, discipline and development plans
- Monitor’s operations staffing, HC and other key staff to ensure staffing is maintained at approved resource levels based on forecasts and work activities
- Maintains the department organization/seating chart and initiates/updates ITG systems access for department members, as required
- Represents the department in meetings, committee participation, and in assuming other duties as assigned by the Manager or Sr
- Operations Manager
- Oversees ES Operations in the absence of the Manager and Sr
- Operations Manager
- Overseen Quarterly Shift Assignments
- Worked with Training department to create hickory refresher courses for production staff
- Maintains department Productivity, Quality and Supervisor guidelines and policies folders for both App support and Research
- Bi- weekly One on One meetings with supervisors
- Attends Supervisor Monthly team meeting to provide support feedback
- Assisted with the implementation of a processing application (Right fax), for third party documents
- Oversees day to day Facility operations working closely with the building manger in-regards to any concerns
- Provides weekly overview of department Attrition, performance, and quality
- Assisted with contract preparation for Rebid process
- Oversees HIPAA processing, incidents, and reporting
- Review supervisors and staff performance and provide ways to improve
- Served as member of a work group that assisted with the contract bid for the state of Indiana
- Served as Change Champion for the UKG Pro Roll out
- Observer in the Maximus Toastmaster Club Meetings
- Served as a Stakeholder reviewer for State action/Vendor action responses
- Served as the Program Manager over New projects (2022-2023)
Assistant manager
Maximus
03.2017 - 03.2018
- Operations 11 years + supervisor experience
- Overseeing a group of 17 supervisors and 350+ employees
- Ensures department processes are following applicable requirements of the Contract, state, and federal regulations
- Assists the Manager or Sr
- Operations Manager by facilitating activities related to adherence to operations performance standards, generating reports, and assuming a liaison role with appropriate departments and key staff to ensure Key Performance Requirements are being met
- Analyzes trends and gaps and recommends areas for improvement
- Coordinates matters related to hiring, staff schedules, attendance, leave requests and other employment related actions such as coaching, discipline and development plans
- Monitor’s operations staffing, HC and other key staff to ensure staffing is maintained at approved resource levels based on forecasts and work activities
- Maintains the department organization/seating chart and initiates/updates ITG systems access for department members, as required
- Represents the department in meetings, committee participation, and in assuming other duties as assigned by the Manager or Sr
- Operations Manager
- Oversees ES Operations in the absence of the Manager or Sr
- Operations Manager
- Oversees Quarterly Shift Assignments
- Maintains department Productivity, Quality and Supervisor guidelines and policies folders for both App support and Research
- Bi-weekly One on One meetings with supervisors
- Attends Supervisor Monthly team meeting to provide support feedback
Maximus
09.2011 - 03.2017
Supervisor
Maximus
San Antonio, TX
09.2015 - 01.2016
- 10 years + supervisor experience
- Conducting Interview/Scheduling for both new hire and existing employees
- Supervise daily work activities of employees and manage work processes
- Provide staff with appropriate tools and resources to perform their jobs and ensure that appropriate work instructions are followed
- Overseeing a team of 18-30 employees
- Responsibility of closing on a nightly basis; making sure Research as a department has all tasks cleared before 5pm or with (x) % of the total mail count received to prevent PMR errors
- Coaching- reviewing quality and production goals with team members to bring them to encourage higher standards
- Team timesheet management including individual approvals, denials, and corrections
- Provide Quarterly and Annual evaluations
- Work closely with Research Management to provide reports, feedback, recommendations and assist with managerial meetings when needed
- Served as point of contact for Disaster Snap implementation during Document Center roll-out including maintaining and reporting a record of related case numbers and DCNs from,
- Served as the point of contact with updating Research work instructions
- Review article recommendations before being updated by OPT
- Review and manage queues daily
- Oversees Tech 1's daily work while supervisor is out of office.
Supervisor
MAXIMUS
10.2007 - 09.2011
- Image assembly, Application Support)
- Scheduling/ Interviews
- Coaching/reviewing quality and production standards within a team of 15-25 employees
- Payroll
- Trained new process classes when trainers were not available
- Provided Quarterly and Annual evaluations
- Provided production, quality reports (daily, monthly, quarterly)
- Assisted Management with making and reporting updates to Work instructions
- Assisted with the state review queue, served as the point of contact for Clarifications and Conversion requests
Program Technician
MAXIMUS
04.2006 - 10.2007
- Processed Applications for Benefit assistance for (SNAP, TANF, and Medicaid)
- Responsible for performing Application Registration for Expedited SNAP applications
- Served as a Team Mentor
- Data Enter information into a variety of systems
- Scanned Images received via Mail or fax
Customer Service Rep
Travelocity
04.2004 - 03.2005
- Assisted customers with Reservations for Vacation including (flights, hotel, rental cars, and cruises)
- Took inbound and Outbound calls
- Sold additional trip additions
- Provided floor support for new hire staff
Education
undefined
San Antonio College
Diploma - undefined
Olive Wendell Holmes high school
1999
Skills
- Microsoft programs (word, excel, power point, access)
- Written and Verbal communication skills
- Maintain great attendance record
- Outlook and Lotus Notes
- Oracle
- TIERS
- Customer service
- Management / Leadership
- Training
- Quality Control
- Scheduling / Interviewing
- People Management
- Project Experience knowledgeable in key requirements for both Operations Managed and developed new processes for Application Support and Research for over 10 years
- Accountability
- Abilities to oversee and coordinate multiple and diverse operational initiatives with a high level of leadership that promotes a collaborative and collaborative approach to meeting client needs
- Adaptive learner
- Willing to travel
Timeline
Research Manager/Call center Manager
Maximus
03.2018 - Current
Assistant manager
Maximus
03.2017 - 03.2018
Supervisor
Maximus
09.2015 - 01.2016
Maximus
09.2011 - 03.2017
Supervisor
MAXIMUS
10.2007 - 09.2011
Program Technician
MAXIMUS
04.2006 - 10.2007
Customer Service Rep
Travelocity
04.2004 - 03.2005
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San Antonio College
Diploma - undefined
Olive Wendell Holmes high school