Don Pickens
Missouri City
Summary
Professional scheduling expert, bringing valuable experience in coordinating and optimizing workflows. Proven ability to streamline processes and enhance efficiency through detailed planning and precise execution. Known for strong team collaboration and adaptability, excelling in dynamic environments with focus on achieving results. Meticulous and results-driven Call Center Representative with over 15 years of experience in managing both outbound and inbound calls, providing exceptional member support, and improving team productivity. Proven track record of resolving customer issues, driving operational efficiency, and fostering a collaborative team environment.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Scheduler/Team Lead
T2 Flex Force
08.2020 - Current
- Oversee daily operations of clinic and appointment scheduling to ensure efficient service delivery
- Approve timecards and time-off requests for agents to maintain smooth workflow
- Monitor agents' calls and provide actionable performance feedback through one-on-one coaching
- Maintain operational efficiency and ensure that all scheduling processes run smoothly.
Workforce Management Analyst
United Health Group
09.2024 - 02.2025
- Monitor agents' adherence to schedules and key performance metrics to optimize performance
- Approve timecards and handle time-off requests for staff
- Adjust schedules as needed to maintain optimal agent productivity
- Monitor call queues and generate daily audit reports for efficient operations.
- Skill auditing
Workforce Management Analyst
Access2Care
12.2022 - 02.2024
- Ensured adherence to agent schedules and performance metrics to maximize operational output
- Managed timecard approvals and processed time-off requests
- Adjusted schedules as necessary to meet demand fluctuations and maintained smooth operations
- Monitored call queues and generated audit reports for operational oversight.
- Skill auditing
Member Services Representative
Texas Children’s Health Plan, MCO
07.2017 - 01.2020
- Managed call center operations and provided superior support to members
- Assisted healthcare providers with claim statuses, authorizations, and eligibility inquiries
- Educated members on their health coverage, benefits, and services to ensure understanding
- Facilitated appointment scheduling and referrals for members to access services.
AT&T Account Manager
ThinOps Communications
08.2008 - 08.2016
- Addressed incoming customer inquiries and resolved issues in a timely manner
- Managed a portfolio of 800+ business clients, ensuring high levels of satisfaction
- Sold a variety of telecommunications products and consistently met monthly sales quotas
- Performed data entry and executed retention sales strategies to ensure customer loyalty.
Education
High School Diploma -
Jesse Jones
Houston, TX05-1999
Skills
- Computer skills
- Attention to detail
- Data entry
- Strong work ethic
- Analytical Skills
- Call Center Operations
- Customer Service
- Data Entry
- EPIC
- Excellent Communication Skills
- Five9
- Fraud Detection
- Inbound/Outbound Call Handling
- Interpersonal Skills
- Macess
- Microsoft Office Suite (Excel, PowerPoint, Word)
- MISSION Control
- NICE IEX
- Retention Sales
- Smart Sheet
- Team Leadership
- Time Management
- Workforce Management Tools (QNXT, Rosch Immunotherapy)
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 25 staff members.
Languages
English
Native or Bilingual
Certification
Annual Fraud, Waste, and Abuse Training – The Health Plan, 08/2019
• Annual Required Training – Texas Children’s Health Plan, 08/2019
• Cultural Competency Training – Texas Children’s Health Plan, 04/2019
Timeline
Workforce Management Analyst
United Health Group
09.2024 - 02.2025
Workforce Management Analyst
Access2Care
12.2022 - 02.2024
Scheduler/Team Lead
T2 Flex Force
08.2020 - Current
Member Services Representative
Texas Children’s Health Plan, MCO
07.2017 - 01.2020
AT&T Account Manager
ThinOps Communications
08.2008 - 08.2016
High School Diploma -
Jesse Jones
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