Summary
Overview
Work History
Education
Skills
Education and Training
Affiliations
Timeline
Generic

MARK PENA

Round Rock

Summary

Dynamic Supervisor with a proven track record at United Healthcare Group, adept at coaching teams to exceed performance metrics. Skilled in leveraging data analytics for continuous improvement while fostering a collaborative environment. Recognized for enhancing operational efficiency and driving quality control initiatives, ensuring high standards in customer service and team performance.

Overview

10
10
years of professional experience

Work History

Supervisor

United Healthcare Group
Austin
12/12/22 - 08.2024
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Complied with company policies, objectives and communication goals.
  • Coordinated employee schedules according to shift changes and availability.
  • Provided ongoing training to address staff needs.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Established and enforced clear goals to keep employees working collaboratively.
  • Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
  • Identified and corrected performance and personnel issues to reduce impact to business operations.
  • Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
  • Planned and managed resources to consistently meet production, quality and cost goals.
  • Coached staff members to develop long-term career goals.
  • Evaluated needs of departments and delegated tasks to optimize overall production.
  • Oversaw quality control to identify inconsistencies and malfunctions.
  • Utilized a document management system to organize company files, keeping up-to-date, and easily accessible data.
  • Lead a team of 15 to 25 provider advocates in assisting providers with prior authorizations, eligibility questions, and claims issues (Medicare and Medicaid).
  • Analyzed key performance indicators to identify effective strategies.
  • Acted as a liaison between upper management and staff, facilitating open communication.
  • Determined consumer needs to provide products and services appealing to larger market.
  • Maintained positive working relationship with fellow staff and management.

Supervisor

Spectrum / Charter Communications
Austin
03.2020 - 01.2022
  • I left Cigna after being recruited by Spectrum due to Cigna's cumbersome travel requirements.
  • Leads and supports a team of 15-25 call center representatives, both virtually and in center.
  • Motivates, coaches, and develops team members.
  • Meets daily with team members, quality, and team leads to ensure goals/metrics are met.
  • Communicates clear expectations through individual and team meetings, and holds individuals accountable.
  • Partners with workforce to ensure optimal use of VTO / resource logistics necessary to hit SLA's.
  • Use metrics and tableau data to identify outliers and top performers and to tailor individual progress plans accordingly.
  • Partners with quality to monitor calls, score the calls, and identify coaching opportunities.
  • Responsible for monitoring performance / attendance of all representatives on my team and providing timely documentation.
  • Monthly readouts to senior leadership.
  • Wrote and submitted reports on industry trends, prompting managers to develop business plans.
  • Provided guidance and direction to subordinates regarding job duties and responsibilities.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction.

Supervisor

Cigna Health Insurance
Austin
09.2018 - 02.2020
  • I was recruited by Cigna, and left Sears after nearly seven years of service.
  • Leads and supports the daily operations of a team of 17-20+ Advocates; either virtually or in an office.
  • Motivates, coaches and develops their team members.
  • Meets daily with Advocates to recognize good behaviors, provide coaching on needed improvement, and ensure action and follow up plans are created.
  • Communicates clear expectations and behaviors through individual and team meetings and builds accountability within the team.
  • Partners with short and long term capacity planners to meet resource needs to deliver on operational and customer expectations.
  • Uses metrics to identify needed performance improvement, customer trends and other areas of opportunity for continuous improvement.

Director of Sales & Service

Sears Holdings Corporation
Round Rock
11.2014 - 09.2018
  • Managing, developing, coaching, and motivating the supervisors in customer care
  • Ensuring that a high professional standard is achieved and monthly sales targets and KPI targets are met, by team and Team Sups
  • Set individual target goals for each supervisor
  • Ensuring targets are delivered through people management, performance review, reward and individual recognition
  • Partnering with facilitators and leads to ensure the on-boarding of new hires is executed well and uniformly
  • Weekly and monthly readouts to Director level and above covering trends, goals, concerns, and successes
  • Determining individual coaching strategies and training needs of supervisors by closely monitoring their teams' performances and ensuring their supervision style remains consistent with our standard processes and procedures
  • Working with our Compliance Department to identify training areas of improvement, while creating and implementing solution
  • Overseeing scheduled performance reviews for supervisors to assure they have a strong understanding of their strengths and areas of improvement
  • Assist with developing specific departmental goals, standards, and objectives which directly support the strategic plan and vision of the organization.
  • Manage Call Center staff relations including performance management, staff satisfaction, conflict management and other job related issues.
  • Oversee scheduling, recruitment and payroll.
  • Assist with the development and implementation of policies, procedures, standards, and initiatives.
  • Monitor budgets and regulatory compliance.
  • Provide monthly audit reports to management and proactively identify trends and concerns with processes and performances issues
  • Directed and coordinated products, services and sales activities.
  • Drafted creative marketing materials such as brochures, flyers and presentations.
  • Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
  • Developed and scaled teams overseas in India and the Philippines to support the Shop Your Way customer rewards program.

Global Resource/Workforce Specialist

Sears Holdings Corp Round Rock, Tx
01.2012 - 11.2014
  • I was promoted to the position of Global Resource/Workforce Specialist after a few months of being a top performer in Customer Solutions.
  • Responsible for supporting a multi site business through constant monitoring of network applications, trouble ticket entry, real time response and implementation of solutions to system challenges.
  • Monitors real-time call volume and staffing measurement tools throughout the network and related vendors to ensure continuity of application functionality and improve customer experience.
  • Opens, updates, and closes all network application trouble tickets, and communicates internally, and with vendors, via email and direct phone contact.
  • Informs management regarding current performance and areas of success or opportunities, and provides analysis of system and application performance.
  • Analyzes data from reporting systems and forecast projections to make staffing/scheduling recommendations to management and forecasters.
  • Monitors service levels while looking for opportunities to reduce staffing in real time by offering voluntary time off to advisors when performance allows, or by recruiting extra hours and cancelling offline time when service levels are below goal.
  • Allocates call volume manually across sites where call volume is not automatically load-balanced.
  • Runs test schedules periodically to determine cost/benefit analysis of employee schedules.
  • Makes recommendations to forecasters with regards to the need for new classes.
  • Communicates with Information Technology , voice operations, and management to advise of system outages, unit closures, inclement weather or catastrophic events.
  • Executes contingency plans for emergency situations that may cause immediate impact to normal operations.
  • Coordinates efforts between multiple areas of IT, Voice operations, and Call Center operations by hosting National conference calls to aid in the timely resolution of technical issues and other high-severity obstacles.
  • Monitors advisor behaviors in real time and notifies management whenever metrics are out of range due to unusual behaviors.
  • Adjusts and modifies the schedules of advisors as dictated by business and management needs.

Escalations / Customer Solutions Agent

Sears Holdings Corp
Round Rock
09.2011 - 01.2012
  • I worked as a specialized advisor who took escalated calls from upset customers dealing with challenging scenarios that other departments could not resolve.
  • I also was a "floor support manager" who frequently trained and coached new advisors who were just coming out of training.

Education

High School Diploma -

McCallum High School
05.1988

Skills

  • Call Center
  • Coaching
  • Continuous improvement
  • Documentation
  • E-Commerce
  • Email
  • General Manager
  • Hiring
  • Information Technology
  • Leadership
  • Logistics
  • Meetings
  • Office
  • Monitors
  • Network
  • Presenting
  • Presentations
  • Progress
  • Quality
  • Real-time
  • Real time
  • Recruiting
  • Reporting
  • Sales
  • Scheduling
  • SLA
  • Staffing
  • Phone

Education and Training

other

Affiliations

  • I am a volunteer for Travis County as a Court Appointed Special Advocate for abused children, and work closely with Child Protective Services

Timeline

Supervisor

Spectrum / Charter Communications
03.2020 - 01.2022

Supervisor

Cigna Health Insurance
09.2018 - 02.2020

Director of Sales & Service

Sears Holdings Corporation
11.2014 - 09.2018

Global Resource/Workforce Specialist

Sears Holdings Corp Round Rock, Tx
01.2012 - 11.2014

Escalations / Customer Solutions Agent

Sears Holdings Corp
09.2011 - 01.2012

Supervisor

United Healthcare Group
12/12/22 - 08.2024

High School Diploma -

McCallum High School

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