Kathleen Bercel
Call Center Manager
Lower Burrell,PA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
24
24
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service and Dispatch
Shelton Plumbing
09.2023 - 01.2025
- Managed both scheduling and dispatching, as well as online requests
- Sent out Google Reviews and monitored responses, including escalated issues
- Dispatched technicians by sales potential, location and expertise
- Answered inbound calls, as well as generated outbound calls as needed to ensure call board is filled with appointments for the technicians for the following three business days
- Worked to create a positive working environment for all staff members and ensured excellent customer service was provided
- Provided exceptional service by addressing customer concerns promptly.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
Call Center Manager
Sullivan Super Service - Plumbing, Heating and Cooling
01.2020 - 01.2023
- Managed both Inbound Call Center Representatives and Dispatch Teams
- Certified by NexStar Training for Call Center and Management
- Closely monitored call volume daily to fill call board with appointments for the following three business days
- Successfully responded to customer complaints within 24 hour period
- Answered inbound calls, as well as generated outbound calls as needed to ensure call board is filled with appointments for the technicians for the following three business days
- Ensured that dispatchers are sending each technician to the best sales potential appointments
- Conducted weekly call center and dispatch meetings and one-on-one meetings with each staff member
- Detail oriented leader and highly organized multi-tasker with excellent presentation skills and the ability to convey confident and decisive messages in a fast-paced and goal-driven environment
- Worked to create a positive working environment for all staff members and ensured excellent customer service was provided
- Managed birthday and work anniversary recognition programs
- Managed technician packet restocks and reordering of supplies
- Reported additional education assignments for bonus program
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
Clinical Operations Supervisor
UPMC Health Plan
05.2017 - 10.2018
- Immediately identified improvement opportunities on tracking associate performance, along with call volume increases and provided continual feedback on improvement opportunities
- Managed escalated issues, identifying root causes and implemented development training to prevent future issues
- Worked closely with Human Resources and Compliance to ensure that all policies and procedures were being met and upheld, as well as provided additional education to all levels of management
- Worked closely with Training Department to expand training practices for maximum results
- Worked closely with Workforce Management to ensure that data was being used correctly and being reported to Upper Management and Clients accurately
- Managed Representative Activities Team to provide direction on monthly call center activities used to help bridge interaction gaps between all teams, as well as Upper Management and Frontline Workforce
CarePath Reimbursement Assistant Manager
AmerisourceBergen/Lash Group
11.2016 - 04.2017
- Lateral move from Customer Care Assistant Manager to Reimbursement Assistant Manager due to career growth and development
- Managed three separate teams, within Reimbursement (Data Entry, Site Coordinators and Outbound Call Teams)
- Provided day-to-day instruction to team members to ensure that turnaround times were being met, while continuing to provide world class customer service
- Supervised and directed daily workflow, activities of the department and representatives, while monitoring volumes and metrics verses staffing
- Handled escalated service recovery issues, as well as researched and responded to Clients, Management and Customer Care with the use of various programs
- Continued to learn processes on the job, while analyzing improvement opportunities and developed various internal processes and procedures for implementation
- Worked directly with various departments, such as Human Resources and all levels of Managements, to ensure efficiency and quality workflow within our department, while following all policies and procedures
CarePath Customer Care Assistant Manager
AmerisourceBergen/Lash Group
03.2014 - 10.2016
- Provided day-to-day instruction to team members to ensure world class customer services was provided
- Supervised and directed daily workflow, activities of the department and representatives, while monitoring call volume verses staffing
- Organized and participated to identify, develop and improve various internal processes and procedures
- Worked directly with Human Resources, all levels of Managements, and Additional Teams to ensure efficiency and quality workflow are provided, within the department, while following all policies and procedures
Clinical Medicare D Coverage Determination Supervisor
CVS Caremark
10.2009 - 12.2012
- Promoted from Customer Care Supervisor to Clinical Medicare D Coverage Determination Supervisor due to background and experience in managing process workflows within a call center environment
- Supervised and directed daily workflow, activities of the department and representatives, while monitoring call and fax volume verses staffing
- Handled escalated service recovery issues, as well as researched and responded to Clients, Account Management, Customer Care and Mail Order Pharmacy with the use of various programs
- Organized and participated to identify, develop and improve various internal processes and procedures
- Worked directly with various departments, such as Human Resources, all levels of Management, Training and Quality Teams to ensure efficiency and quality workflow within our department, following all policies and procedures
- Graphic Designer for the 'PA and Appeals Highlights' Quarterly Newsletter-2009 to 2010
- Nationally Certified by PTCB with CPhT (Pharmacy Technician)
Customer Care Supervisor
CVS Caremark
11.2005 - 10.2009
- Promoted from New Hire/Senior/Major Accounts Team Lead to Customer Care Supervisor due to experience and ability to effectively manage teams to achieve or exceed company and industry goals
- Managed three separate teams, in two locations, within Customer Care (approximately 80-100 representatives; Two Daylight Teams and Overnight/Midnight Process Team)
- Liaison between representatives, all levels of management and Human Resources to ensure all policies and procedures were being followed
- Resolved escalated customer and client issues while following company standards for resolution
- Gave continual feedback to teams on daily, weekly and monthly basis
- Proficient with all business software
- Editor-in-Chief for Pittsburgh Call Center Quarterly Newsletter (combining RIDC and Penn Center Call Center Facilities) - February 2006 to May 2008
- Lead Internal ISO Auditor for the Customer Service Call Center - May 2005 to December 2007
- Strong knowledge of the ISO 9001:2000 Standard and Quality Manual, Corrective and Preventative Action Request Submission, and planned, scheduled and lead all internal and external quality audits
Customer Care Lead
CVS Caremark
09.2003 - 10.2005
- Promoted from Customer Service Representative due to ability to learn and adapt quickly to ever-changing business, while exceeding customer service interactions
- Liaison for New Hire Senior and Major Account Representatives to Management
- Provided continuous feedback through monitoring and interactions, identified areas for additional training opportunities and conducted continual training sessions
- Co-Creator/Editor/Graphic Designer for Newsletter (combining New Hire/Senior and Major Accounts)
- Quality Check for Reward for Quality Program - June 2005 to November 2005
- ISO Document and Data Control - March 2004 to May 2005
Customer Service Representative
CVS Caremark
06.2003 - 09.2003
- Transferred internally from JCPenney
- Provided excellent customer service assistance through case work, while following up on resolving outstanding patient issues, eligibility issues, order status updates and continuous research
Sales Associate
JCPenney
02.2001 - 05.2003
- Provided excellent customer service assistance
- Executed display and grid layout design to produce department sales
Education
Associate of Arts - Commercial Art
Oakbridge Academy of Arts
Lower Burrell, PA 09.1998 - 06.2000
High School Diploma -
Burrell Senior High School
Lower Burrell, PA 09.1995 - 06.1998
Certificate of Completion - Commercial Art
Northern Westmoreland Career And Technology Center
New Kensington, PA 09.1997 - 06.1998
Skills
- Recruitment and hiring
- Complaint resolution
- Call routing
- Call monitoring
- Performance improvements
- Call center operations
- KPI tracking
- Quality controls
- Workforce management
- Employee coaching and mentoring
- Schedule management
- Sales strategy
- Strategic planning
- Quality control
- Interpersonal communication
- Staff management
- Operations management
- Training and development
- Conflict resolution
- Analytical thinking
- Managing operations and efficiency
- Work Planning and Prioritization
- Team building
- Adaptability and flexibility
- Team collaboration
- Excellent communication
- Reliability
- Multitasking
- Attention to detail
- Time management
- Negotiation and conflict resolution
- Information tracking
- Document management
- Employee engagement
- Performance updates
- Retention strategies
- Innovation skills
- Process updates
- Script development
- Verbal and written communication
ISO Certified Auditor
Strong knowledge of the ISO 9001:2000 Standard and Quality Manual, Corrective and Preventative Action Request Submission, and planned, scheduled and lead all internal and external quality audits.
Updated, added and certified ISO Documentation from various departments, and created the entire ISO Website for Clearwater Facility.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Supervised three teams totaling 80-100 staff members in two locations
- Achieved $1 Million Revenue for Sullivan Super Service through effectively helping with scheduling and sales identification
- Successfully recertified EHS/CVS with ISO Certification for three years in a row
- Successfully identified and reorganized call center culture at CVS Caremark Call Center before merging call centers
Certification
- PTCB Certification for CPhT License - 2010-2016
Timeline
Customer Service and Dispatch
Shelton Plumbing
09.2023 - 01.2025
Call Center Manager
Sullivan Super Service - Plumbing, Heating and Cooling
01.2020 - 01.2023
Clinical Operations Supervisor
UPMC Health Plan
05.2017 - 10.2018
CarePath Reimbursement Assistant Manager
AmerisourceBergen/Lash Group
11.2016 - 04.2017
CarePath Customer Care Assistant Manager
AmerisourceBergen/Lash Group
03.2014 - 10.2016
Clinical Medicare D Coverage Determination Supervisor
CVS Caremark
10.2009 - 12.2012
Customer Care Supervisor
CVS Caremark
11.2005 - 10.2009
Customer Care Lead
CVS Caremark
09.2003 - 10.2005
Customer Service Representative
CVS Caremark
06.2003 - 09.2003
Sales Associate
JCPenney
02.2001 - 05.2003
Associate of Arts - Commercial Art
Oakbridge Academy of Arts
09.1998 - 06.2000
Certificate of Completion - Commercial Art
Northern Westmoreland Career And Technology Center
09.1997 - 06.1998
High School Diploma -
Burrell Senior High School
09.1995 - 06.1998
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