Kia Sauveur
Nashville,TN
Summary
Goal-oriented Call Center Manager dedicated to building and overseeing first-rate call center teams. Encouraging leader with a demonstrated record of achievement.
Overview
13
13
years of professional experience
Work History
Claims Department Manager
Anthem/MyNexus
01.2022 - 11.2024
- Utilized CRM tools like Zendesk and Salesforce to enhance operational efficiency.
- Monitored objectives to determine effectiveness of workflows, facilitating training, and mentoring for improvement.
- Monitored performance metrics for productivity and quality assessment.
- Managed daily operations of claims processing and review.
- Trained staff on claims handling procedures and compliance standards.
- Developed and monitored key performance indicators for claims department, driving improvements in processing times and customer satisfaction.
- Implemented quality assurance measures to enhance processing efficiency.
- Implemented training programs for claims staff, enhancing their skills in fraud detection, claim analysis, and customer service.
Assistant Call Center Manager, Sales
divvyDOSE Pharmacy
09.2021 - 05.2022
- Managed daily operations of call center to ensure smooth workflow.
- Analyzed call center metrics to identify trends and areas for improvement.
- Trained and mentored staff on customer service protocols and software usage.
- Monitored call quality to ensure compliance with company standards.
- Analyzed KPIs and provided targeted coaching for performance improvement.
- Implemented process improvements to enhance service delivery efficiency.
- Developed training materials for onboarding new call center representatives.
- Advised senior managers on best practices for managing the call center environment.
Supervisor, HR Call Center
Cummins
01.2020 - 09.2021
- Supervised daily operations of call center staff and ensured adherence to protocols.
- Trained new employees on customer service policies and system functionalities.
- Monitored call metrics and provided feedback to improve team performance.
- Collaborated with management to implement process improvements for efficiency.
- Monitored calls for quality assurance purposes.
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
- Conducted performance reviews of call center staff and documented results.
Senior Business Account Manager, HR Services
Paychex
01.2017 - 01.2020
- Managed client relationships to enhance satisfaction and retention strategies.
- Managed customized payroll solutions for diverse business needs and requirements.
- Led training sessions for clients on effective use of software tools and services.
- Provided expert advice on compliance issues related to payroll and human resources.
- Oversaw the onboarding process for new business accounts and partnerships.
- Delivered custom analytics and strategic reports to inform decision-making and improve performance.
- Collaborated with cross-functional teams to streamline account management processes.
Supervisor, Data Verifications
Maximus
06.2015 - 01.2017
- Led data entry team in processing large volumes of information accurately.
- Trained new staff on data entry protocols and company systems.
- Reviewed completed entries for accuracy and compliance with standards.
- Monitored staff performance, providing feedback and guidance to ensure quality standards were met.
- Implemented new procedures to streamline data entry processes effectively.
- Maintained accurate records of all data entry activities.
- Provided guidance, support, and training to team members on data entry processes.
Supervisor, Consumer Banking
Space Coast Credit Union
10.2014 - 06.2015
- Led daily operations and provided guidance to call center agents.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Implemented process improvements to enhance team productivity and efficiency.
- Monitored calls for quality assurance purposes.
- Provided guidance, training, coaching and mentoring to call center team members.
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
- Conducted performance reviews of call center staff and documented results.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
Supervisor (CHOICES)
Blue Cross Blue Shield of Chattanooga
10.2011 - 10.2014
- Supervised 20 Case Management Coordinators, ensuring compliance with healthcare regulations and treatment objectives.
- Collaborated with physicians and multidisciplinary teams to develop effective patient care plans.
- Maintained accurate patient records through electronic charting systems, enhancing regulatory compliance and care continuity.
- Streamlined authorization processes for long-term and short-term care, improving access to medical support.
- Championed team performance monitoring and implemented best practices.
- Drove service efficiency and increased patient satisfaction.
- Facilitated effective communication among healthcare professionals.
Education
High School Diploma -
Antioch High School
Nashville, TNSkills
- Quality assurance
- Staff management
- Project management
- Performance monitoring
- Staff development
- Team leadership
- Process improvement
- CRM Tools Salesforce, Zendesk, Hubspot
Timeline
Claims Department Manager
Anthem/MyNexus
01.2022 - 11.2024
Assistant Call Center Manager, Sales
divvyDOSE Pharmacy
09.2021 - 05.2022
Supervisor, HR Call Center
Cummins
01.2020 - 09.2021
Senior Business Account Manager, HR Services
Paychex
01.2017 - 01.2020
Supervisor, Data Verifications
Maximus
06.2015 - 01.2017
Supervisor, Consumer Banking
Space Coast Credit Union
10.2014 - 06.2015
Supervisor (CHOICES)
Blue Cross Blue Shield of Chattanooga
10.2011 - 10.2014
High School Diploma -
Antioch High School