Lisa S. Brown

• Manages day-to-day service operations and supporting team.
• Manages, and prioritizes suite of customer inquires, and evaluates work of team members to ensure that work objectives and results are aligned with Customer Experience.
• Leads efforts to establish customer service quality standards, procedures, and processes; monitors, evaluates and recommends change for customer engagements.
• Identifies and recommends strategies to improve team efficiency, and build service and support chain to drive operational excellence.
• Leader and champion for customer service excellence aligning with org strategic focus.
• Achieved departmental goals by developing performance metrics to align and support org focus and targets.
• Enhanced customer satisfaction and loyalty with customer "first" approach, maintaining open lines of communication, and ensuring high-quality service delivery.
• Accomplished project and various support tasks within established timeframes.
• Cultivates positive rapport with team and colleagues to boost morale and promote collaboration.
• Accomplished multiple tasks within established timeframes.

• Managed a team of 20 counselors, in addition to 2- lead counselors. Collectively responsible for 65-70 counselors, including mailroom and forms processing unit.
• Managed day-to-day call center issues between the central office, the STATE , and health and dental plans.

• Monitored daily operations and ensured contractual requirements were achieved.
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
• • Assisted counselors in responding to enrollment, and eligibility service calls.
  • Responded to and resolved customer complaints.