Lukasz Miszczuk
New York,NY
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
14
14
years of professional experience
Work History
Call Center Operations Manager
(NYIAP) Maximus LLC
03.2022 - Current
- Oversee the daily operations of the project team to ensure performance metrics are met. If performance metrics are not being met, provide the necessary action plans and timelines for performance improvement.
- Responsible for identifying and resolving issues, problems, and concerns with employees
- Maintain updated knowledge of the project’s performance requirements as well as corporate and project policies and procedures
- Provide assistance and updates to staff regarding these policies and procedures
- Determine final decisions and direction on escalated calls
- Address inadequate quality issues with supervisory team in relation to reviews and corrections of calls monitored
- Complete daily and weekly reports
- Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels
- Assist in the implementation of process improvements
- Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs
- Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed
- Foster positive client relationships, respond timely to requests and actively participate in established meetings prospering documenting agenda, minutes and action items per Maximus standards.
- Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Project
- Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary
- Provide direction to staff when complaints are escalated to management level
- Perform other duties as required leadership
Training Supervisor
(NYMC) Maximus LLC
11.2015 - 03.2022
- Assessed new employee skills and strengths to provide customized training.
- Collaborated with company leaders and department managers to determine training needs.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Updated employees with latest policies, procedures and compliance standards.
- Provided recommendations for process improvements and discontinuation of ineffective or outdated methods.
- Selected or wrote appropriate curriculum for specific course topics.
- Developed and issued project wide Fast Alerts.
Interim QA/Training Manager
CT Marketplace Maximus LLS
12.2014 - 11.2015
- Managed a team of 11 Specialists (QA/Training/Reporting) tasked with all aspects of quality assurance, training, and client reports.
- Implemented new QA scoring modules to effectively measure and report on contact center agent performance.
- Implemented and oversaw an effective quality management system to identify opportunities for improvement/non-conformities to maintain adherence to contract driven key deliverables.
- Aggregated and analyzed QA/Training data; implemented new methods/resources for measuring effectiveness of training.
- Recommended process improvement to Call Center leadership and Project Director based on quality findings.
Quality Assurance Specialist
(NYMC) Maximus LLC
06.2013 - 12.2014
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Analyzed quality and performance data to support operational decision-making.
- Implemented process improvements to increase productivity in quality assurance operations.
- Promoted adherence to quality standards by educating personnel on quality control.
- Participated in internal and ISO 2001:2015 audits of project departments
Call Center Supervisor
(NYMC) Maximus LLC
02.2010 - 12.2014
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Supervised 25 CSRs in providing excellent customer service to callers requiring general assistance for Medicaid Managed Care.
- Executed Monthly Performance Plans with representatives to to identify performance gaps.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
Education
BBA - Management
Pending- Bachelor of Business Administration - BBA
ArizonaAssociate of Science - Office Administration
Kingsborough Community College
Brooklyn, NY12.2007
Skills
- MAXeb Expert
- Microsoft 365 Apps
- UAS Registered User
- Avaya Phone Systems (IVR/CTI)
- MS Access Database Developer
- SharePoint Site Management
- PANVIVA KMS Certified Expert
- Hickory Learning
- Mylearning (Percipio)
- Genesys
- Public Speaking
- Process Improvement
- Quality Assurance
- ISO 2001:2015
Additional Information
- Certified Subject Matter Expert & Trainer on PANVIVA Knowledge Management System (KMS)- Helped test, implement, develop content, and train staff on the PANVIVA Knowledge Management System (KMS).
- New York Medicaid Choice- Public Website & Online Web Portal- Helped test and implement a project wide public website and client online enrollment portal.
- New York Medicaid Choice- Interactive Voice Response (IVR) & Computer Telephony Integration (CTI)- Helped test and implement new IVR/CTI systems for contact center operations.
Languages
Polish
Native or Bilingual
Timeline
Call Center Operations Manager
(NYIAP) Maximus LLC
03.2022 - Current
Training Supervisor
(NYMC) Maximus LLC
11.2015 - 03.2022
Interim QA/Training Manager
CT Marketplace Maximus LLS
12.2014 - 11.2015
Quality Assurance Specialist
(NYMC) Maximus LLC
06.2013 - 12.2014
Call Center Supervisor
(NYMC) Maximus LLC
02.2010 - 12.2014
BBA - Management
Pending- Bachelor of Business Administration - BBA
Associate of Science - Office Administration
Kingsborough Community College
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