MONICA CURLEY
Overview
9
9
years of professional experience
Work History
Clinic Supervisor – Contact Call Center, Project Manager
Keck Medicine of USC
Las Vegas
08.2023 - Current
- Managed functions pertaining to overseeing a team of 10-20 call center agents in the daily operations of scheduling patient’s medical and physical therapy appointments
- Monitored and reported daily call volumes and captured the trends to efficiently maintain logistics between 2 call center teams based on the Pareto rule
- Initiated the first team monthly meetings at the center within my team that leadership participated in, later encouraging weekly huddles for the entire staff
- Provided one-to-one coaching to individual schedulers based on the results of their monthly audits providing recognition and/or techniques to ensure individual and team performance expectations are met
- Monitored performance KPIs against SLAs established internally or by the stakeholders maintaining a 95% overall adherence in attendance (95%)
- Met with leadership regularly to provide reports and analyze date to assist operations with determining call center goals as we prepared for expansion
- Was offered the opportunity to manage the Contact Call Center; I declined for personal reasons.
Call Center Supervisor (Government contract for CA UI Employment Development Dept)
Maximus Guidant Global
Tysons
01.2022 - 02.2023
- Managed functions pertaining to overseeing a team of 20-25 call center agents.in the daily operations processing UI claims for CA recipients., ensuring adherence to quality standards deadlines and proper procedures set forth by the client
- Motivated and developed employees with innovative recognition techniques to ensure individual and team performance expectations are met
- Monitored performance against KPIs established internally or by the clients maintaining a 97% overall adherence in attendance (95%)
- Met with direct reports on a weekly basis to discuss current metrics and identified opportunities for improvement: prepared reports and analyzed data to assist management as they determined call center goals
- Shared documents and files via SharePoint
Team Lead (Government contract for AZ PUA Claims)
AppleOne (Temp for Maximus)
Las Vegas
01.2021 - 01.2021
- Answered high volume of highly escalated calls from Tier 1 and 2 CSRs and returned outbound calls regarding Pandemic Unemployment Assistance claims
- Assisted supervisor in quality assurance reviews, making recommendations to ensure success in all aspects of team and individual performance
- Identified trends and recommended problem prevention strategies for departmental considerations, such as creating a template which was adopted by management making claim approving more streamlined
- Recognized opportunities for improvement of procedures and processes and recommended solutions
- Provided technical guidance to improve the performance of CSRs based on monitoring and the outcomes of the quality assurance process by developing a management-approved quality scorecard.
Project Coordinator
GW Communication Solutions, LLC
N Las Vegas
01.2016 - 01.2019
- Provided guidance and monitoring the progress made with each project phase
- Facilitated suitable interventions to prevent costly delays
- Collaborated across departments to set realistic project targets and time frames
- Pioneered the efforts across handling the entire gamut of functions pertaining to determining the scope of projects via consultation and investigation
- Shared documents and files via SharePoint.
Timeline
Clinic Supervisor – Contact Call Center, Project Manager
Keck Medicine of USC
08.2023 - Current
Call Center Supervisor (Government contract for CA UI Employment Development Dept)
Maximus Guidant Global
01.2022 - 02.2023
Team Lead (Government contract for AZ PUA Claims)
AppleOne (Temp for Maximus)
01.2021 - 01.2021
Project Coordinator
GW Communication Solutions, LLC
01.2016 - 01.2019