Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Hi, I’m
Kevin Jarnagin
Tulsa,OK
Summary
Overview
12
years of professional experience
Work History
Sharon L Flatow
MENTAL HEALTH SUPPORT MANAGER (REMOTE)
04.2015 - 04.2020
Job overview
- Act as liaison between claims department and providers
- Research customer claims in the primary payor systems
- Ensure the highest level of customer service on every call.
- Provided referrals to connect clients with other community resources to support mental health and well-being.
- Supported clients by representing needs and advocating for patient rights in healthcare, legal and community-based settings.
- Developed goal-oriented psychoeducational and activity therapy groups to improve clients' level of functioning.
- Observed and monitored client behavior and responses to treatment.
- Encouraged patients to discuss experiences in group and individual settings.
- Conducted crisis interventions to respond to clients in crisis, assess immediate needs and provide support and resources.
- Stayed current on mental health research to follow new developments and research in mental health field.
- Documented clients' progress to keep detailed notes on each client's treatment progress and changes in mental health status.
- Supervised busy caseload, managing clients, balancing workload and prioritizing client needs.
- Provided comprehensive case management services, created treatment plans, and connected clients and families to appropriate resources.
- Worked collaboratively with other mental health professionals to provide consistent care and minimize diversion.
King of Travel
TRAVEL CONSULTANT
04.2013 - 04.2015
Job overview
- Generated invoices for customers' purchases and tracked payments accordingly
- Provided excellent customer service in a fast-paced environment
- Developed promotional materials such as flyers, brochures, and posters for marketing campaigns
- Advised customers on the best value packages according to their budget constraints
- Maintained up-to-date knowledge of airline rules, regulations and policies related to ticketing procedures
- Developed and maintained strong relationships with customers to ensure repeat business.
Kelly Services
INSIDE SALES REPRESENTATIVE (REMOTE)
04.2012 - 04.2015
Job overview
- Accept inbound customer calls, leads, and return customer messages within 24 hours
- Managed escalated calls professionally while providing a positive resolution for the caller
- Monitored incoming emails and calls promptly and responded within designated time frames
- Maintained accurate records of customer interactions, transactions, comments, and complaints
- Utilized problem-solving techniques to troubleshoot customer problems and address their concerns in a timely manner
- Life/Major/Medical/Medicare Supplement & Pharmacy Benefits experience.
- Prepared pricing strategies for current customers to enhance sales and increase profitability.
- Set and exceeded inside sales goals by establishing ambitious targets and motivating sales representatives.
- Surpassed sales goals by 25% annually with implementation of diverse sales tools and strategies.
- Monitored and amplified sales pipeline to maintain flow of potential leads and prospects.
- Presented NICE CALL CENTER SOLUTIONS features to diverse audiences, applying consultative sales techniques to secure new contracts.
- Trained employees on new technology and sales methods to build highly-knowledgeable and successful team.
- Updated accounts and maintained long-term relationships with clients.
- Designed survey method to evaluate inside sales team.
- Worked closely with other departments to promote products and marketing campaigns.
Connextions, Inc. (BCBS FL)
CALL CENTER BENEFITS MANAGER
08.2011 - 08.2012
Job overview
- Developed quality employees within call center to take over leadership positions.
- Evaluated different providers offering range of services, coverages and plan options to pick optimal choice.
- Determined quality assurance benchmarks and set standards for improvement.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Evaluated data to identify trends and determine customer service needs.
- Led daily team meetings to review performance, set targets and motivate staff.
- Scheduled call center staff to meet operational needs whilst remaining under budget.
- Implemented innovative service strategies to improve customer experience and engagement.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Supervised 105 CSR's, 7 Team Leaders in providing excellent customer service to callers requiring assistance for Product and Services issues.
- Achieved 95% high satisfaction rating through proactive one-call resolutions of customer issues.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity by 25% through effective staff training regarding customer service protocols and call resolution techniques.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Created team rotations to man center effectively during peak hours.
- Developed and implemented customer service policies and procedures.
- Developed process controls and metrics for daily management of call center.
- Collaborated with training team to boost product support and certification training initiatives.
- Reduced personnel turnover by 5% developing and implementing performance evaluations to support corrective action planning.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Improved organizational efficiency by 10% effectively recruiting new hires and supporting management with personnel decisions.
Convergys
CALL CENTER TEAM LEADER
01.2008 - 08.2011
Job overview
- Coached team members regarding call strategy to effectively reach targets and foster customer retention.
- Provided knowledge and resources to prepare each team member for success and top performance.
- Assisted in training, motivating and coaching team members to meet required center goals.
- Communicated frequently and openly to motivate team members and drive goal achievement.
- Conducted periodic surveys with customers and potential customers to increase quality.
- Developed knowledge of products, processes and call center trends to provide recommendations for improved customer experience.
- Oversaw call-monitoring, coaching, performance and corrective action for all team members.
- Prioritized team and individual goals to effectively achieve business objectives.
- Participated in brainstorming sessions, providing feedback and executing new tactics to improve campaign and agent performance.
- Requested team member feedback regarding existing operations and analyzed findings to improve policies and procedures.
- Minimized process lags through operations protocols and client account management training.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Responded to team support questions quickly to maintain call center efficiency.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Oversaw team of 35 agents focused on Tier One calls.
- Responded to customer requests for products, services, and company information.
- Recommended products to customers, thoroughly explaining details.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Entered customer information, inquiries and resolutions in company systems for performance tracking and service review purposes.
- Supported customers by managing [600] calls per day efficiently while maintaining professionalism and upbeat tone.
- Placed orders, located products and services and troubleshot issues to meet customer needs.
- Kept records of calls placed and charges incurred.
- Monitored call volume, call length and other related metrics and consistently met objectives.
- Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.
Education
Walden UniversityMinneapolis, MN
MASTER OF SCIENCE (MHA) from HEALTH ADMINISTRATION
University Overview
- Dean's List
As a leader in healthcare education, Walden is dedicated to meeting the needs of our students, the healthcare industry, and employers. The coursework in this online healthcare administration degree program explores the latest trends and allows you to develop the professional competencies expected by top healthcare organizations:
- Analytical thinking and problem-solving
- Business and interpersonal communication
- Strategic and financial orientation
- Initiative and collaboration
- Change and team leadership
- Relationship and network development
Walden UniversityMinneapolis, MN
BACHELOR OF SCIENCE (B.S) from HEALTH STUDIES
University Overview
Skills
- Strategic Planning
- Business Administration
- Performance Management
- Staff Development
- Operations Management
- Financial Management
- Workforce Management
- Business Development
- Policy Implementation
- Performance Evaluations
- Business Planning
- Key Performance Indicators
- Lead Generation
- Staff Training and Development
- Negotiation
- Project Management
- Team Leadership
- Cross-Functional Teamwork
Timeline
MENTAL HEALTH SUPPORT MANAGER (REMOTE)
Sharon L Flatow
04.2015 - 04.2020
TRAVEL CONSULTANT
King of Travel
04.2013 - 04.2015
INSIDE SALES REPRESENTATIVE (REMOTE)
Kelly Services
04.2012 - 04.2015
CALL CENTER BENEFITS MANAGER
Connextions, Inc. (BCBS FL)
08.2011 - 08.2012
CALL CENTER TEAM LEADER
Convergys
01.2008 - 08.2011
Walden University
MASTER OF SCIENCE (MHA) from HEALTH ADMINISTRATION
Walden University
BACHELOR OF SCIENCE (B.S) from HEALTH STUDIES
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