Linda J. Wheeler

· Tier II and Escalation Team Lead, State of Massachusetts Health Connector

• Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.

· Lead a team in collaboration with Supervisors, Subject Matter Experts, fellow Team Leads, and agents.

· Provide coaching aimed at improving team performance.

· Utilize various tools to identify the root causes of issues that may affect projects.

· Oversee all aspects of team performance management.

· Resolve customer issues through effective troubleshooting to achieve satisfactory outcomes.

· Manage Service Level Agreements (SLAs) for the team and support overall project compliance with SLAs

• Manage Teams of 15-25 agents
• Handled daily functions for teams of call Center Customer Service Agents
• Responsible for tracking daily attendance along with notification of non-adherence to attendance expectations
• Coaching agents on productivity attendance and quality with actual plans to ensure success
• Train agents on frequently updated policies and procedures in an extremely fluid environment
• Monitor agents calls ensuring all client expectations are met

• Trained 30-40 Call Center Agents for initial start of Massive project
• Prepared agents to take inbound calls assisting members

• Identify training needs by evaluating strengths and weaknesses
• Translate requirements into training's that will groom employees for the next step
• Stay abreast of the new trends and tools in employee development
• Positively impact our daily attendance and attrition goals
• Ensure teams are meeting and exceeding performance and quality goals

• Responsible for all sales and marketing
• Coordinate and supervised hours of operation for all sales staff
• Collaborated with the sales staff to ensure daily, weekly and monthly goals
• Manage a successful sales support team and ensure that the team consistently meets or exceeds daily sales performance metrics

• Set goals for performance and deadlines in ways that comply with company's plans
• Organize workflow and ensure that employees understand their duties or delegated tasks
• Monitor employee productivity and provide constructive feedback and coaching
• Receive complaints and resolve problems
• Train new employees