JOSEPH THELAMOUR
Staten Island,NY
Summary
Seasoned Call Center Supervisor with comprehensive experience in overseeing complex projects and leading high-performing teams in a fast-paced environment. Skilled in utilizing Oracle Siebel and Microsoft Office Suite to enhance operational efficiency and customer satisfaction. Adept at fostering team collaboration and driving initiatives that significantly improve service quality.
Overview
15
15
years of professional experience
Work History
Call Center Supervisor
NY State of Health (Marketplace)
New York, USA
11.2016 - Current
- Currently, I am part of a development team with three managers for a new project that will go live by the end of September 2025, for phase I. Facilitate project development meetings, providing critical feedback, and solutions. I keep open lines of communication with my reporting manager if issues arise.
- Steer a dynamic customer service team toward surpassing project development milestones.
- Oversee daily call center activities, ensuring exceptional service quality.
- Conduct thorough performance evaluations, pinpointing key areas for targeted employee development.
- Coordinate with management to recommend and implement process improvements.
- Guarantee project objectives align with service level expectations, ensuring seamless program execution.
- Lead departmental duties and contact center operations as needed.
- Participate in meetings, and recommend policy and procedure modifications.
Team Leader - Call Center
NY State of Health (Marketplace)
New York, USA
04.2015 - 11.2015
- Monitored team performance, providing coaching and feedback to improve efficiency and customer service quality.
- Assisted with escalated calls, and ensured compliance with privacy and confidentiality policies.
- Ensured the team met key performance metrics and quality assurance standards.
- Coordinated with IT department to troubleshoot and resolve technical issues impacting call center operations.
- Maintained records of all calls received, including detailed notes regarding customer inquiries and complaints.
- Managed escalated customer complaints, ensuring timely and effective resolution.
Consumer Support Specialist IV
NY State of Health (Marketplace)
New York, USA
11.2014 - 04.2015
- Processed Health Benefit Exchange applications and provided customer support regarding Medicaid, Child Health Plus, and Family Health Plus.
- Facilitated enrollment, explained plan options, and managed data entry to ensure accurate information in system databases.
- Researched required information using available resources including internal databases and the internet.
- Performed additional duties as assigned by supervisor or manager in order to meet departmental goals and objectives.
- Demonstrated excellent problem-solving skills by resolving consumer inquiries in a timely manner.
Consumer Support Specialist III
NY State of Health (Marketplace)
New York, USA
09.2014 - 11.2014
- Assisted consumers with enrollment in health care programs, processed applications, and interpreted eligibility determinations.
- Supported customers in understanding available benefits and eligibility for various health programs.
- Demonstrated excellent problem-solving skills by resolving consumer inquiries in a timely manner.
- Identified consumer needs, clarified information and researched issues to provide alternative solutions.
- Ensured compliance with established standards for quality assurance purposes.
Enrolment Counselor
NY State of Health (Marketplace)
New York, USA
04.2010 - 09.2013
- Managed enrollment, transfers, and disenrollments for Medicaid and MLTC plans, ensuring timely and accurate data entry.
- Provided customer support and resolved issues related to health plans and benefits.
- Maintain confidentiality and security of information. Researching cases for verification through the state system.
- Operate a multi-line phone system, answer incoming telephone calls, and perform other clerical duties proficiently and professionally. Handle the Telecommunication Device for the Deaf (TTY) on a daily basis, and run monthly reports.
- Educated clients on different types of managed long-term care plans (MLTC Medicaid, PACE, MAP).
- Assist clients in enrolling or transferring their managed care plan mainstream to their respective MLTC plan. Assist clients in disenrolling from their MLTC plan.
Education
Bachelor of Professional Studies - Networking and Communication Management
DeVry College
Long Island City, NYSkills
- - Siebel CRM
- Microsoft Office Suite
- Analytical Problem-Solving
- Effective Communication
- Team Leadership
Timeline
Call Center Supervisor
NY State of Health (Marketplace)
11.2016 - Current
Team Leader - Call Center
NY State of Health (Marketplace)
04.2015 - 11.2015
Consumer Support Specialist IV
NY State of Health (Marketplace)
11.2014 - 04.2015
Consumer Support Specialist III
NY State of Health (Marketplace)
09.2014 - 11.2014
Enrolment Counselor
NY State of Health (Marketplace)
04.2010 - 09.2013
Bachelor of Professional Studies - Networking and Communication Management
DeVry College
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