Michael Boykin

• Supervise and support a remote team of customer service representatives assisting health plan members and providers while ensuring HIPAA compliance and high-quality service delivery.

• Lead the full recruitment process—conducting interviews, making hiring recommendations, and onboarding new team members to maintain optimal staffing levels.

• Oversee payroll and scheduling for the department, ensuring accuracy, compliance, and timely approvals for all team members.

• Design and deliver training sessions and ongoing coaching to enhance representative knowledge, improve call handling skills, and boost overall team performance.

• Resolve escalated and complex member issues with professionalism and empathy, improving customer satisfaction and reducing repeat inquiries.

• Monitor key performance metrics (AHT, FCR, CSAT, quality scores) to identify trends and implement process improvements that enhanced operational efficiency.

• Partner with cross-functional teams—claims, enrollment, clinical, and compliance—to streamline workflows and drive first-call resolution.

• Facilitate team huddles and meetings to communicate policy updates, share best practices, and foster a collaborative, growth-focused work culture.

• Prepare and present performance and payroll reports for leadership to guide workforce planning and strategic decisions.

✨ Highlights Added:

• Interviewing & hiring

• Payroll management

• Training & onboarding

• Provide strong leadership to a team of customer service agents and supervisors.
• Involved in digital banking operations for government, teachers, families, and school boards.
• Oversee the day-to-day operations of the contact center, ensuring prompt and efficient handling of customer inquiries, issues, and concerns.
• Track and analyze key performance metrics of the contact center, including response times, resolution rates, customer satisfaction scores, and agent performance.
• Handle escalated customer issues that require managerial attention, demonstrating effective problem-solving and conflict resolution skills.
• Collaborate closely with cross-functional teams, including Sales, Product, and Engineering, to provide a seamless and cohesive customer experience.
• Professional Work Experience

• Responsible for the day-to-day supervision of the call center operations workforce to ensure the highest levels of member experience service, productivity, and member/client satisfaction are achieved.
• Perform assigned tasks, including monitoring service levels and performance adherence, ensuring efficient call volume handling.
• Ensures prompt attention and complete satisfaction of member requests in a professional and timely manner with emphasis on first-call resolution.
• Works with the Quality Assurance team to ensure proper servicing techniques are deployed and all member interactions result in the highest levels of satisfaction and optimized member benefit utilization.
• Professional Work Experience

• Convey team needs and goals to management.
• Allocate resources daily and weekly to adjust team focus towards goals attainment.
• Ensure compliance with company policies, procedures and regulations.
• Support company and team vision and values through role modeling and coach desired behaviors.
• Professional Work Experience

• Supervised and train employees.
• Strategized and assisted in start-up operations.
• Strategized and monitored the daily activities of customer service operations.
• Assessed customer service staff activities, and providing them with regular performance-related feedback.
• Ensured compliance with company policies and regulations.
• Professional Work Experience

• Picked up and delivers parts and equipment to customers, satellite stores, wholesale accounts, and vendors.
• Checked with the parts manager, wholesale representative, inventory control administrator, parts counter people or shipping and receiving clerk before leaving to coordinate any last-minute pick-ups or deliveries.
• Helped with stocking and posting orders when they arrive to expedite delivery to shop technicians and wholesale accounts.
• Maintained professional appearance and provided courteous customer service.
• Professional Work Experience

• Calculated totals for customers chips and pays out cash for chips collected.
• Ensured accurate and secure operations of the cashier operation and coordinate and maintain policy and procedures and regulatory compliance.
• Operated credit card processing equipment, coin sorting and wrapping machines, and other cashier equipment.
• Assisted guests with cashing checks, processing credit transactions, cash TITO tickets and any other need.
• Professional Work Experience