Olivia Miclisse
Homestead,FL
Summary
Professional contact center leader with comprehensive experience in managing high-performance teams. Skilled in optimizing call center operations, implementing effective training programs, and leveraging advanced technology solutions. Strong focus on team collaboration, adaptable to changing needs, and consistently achieves results. Proven ability to enhance customer satisfaction and drive operational efficiency.
Overview
8
8
years of professional experience
Work History
Contact Center Manager
LUCET Behavioral Health
Remote
01.2022 - Current
- Built and maintained systems that enable, motivate and drive accountability around team goals
- Own and optimize KPIs including utilization, dials, contact rate, conversion rate, and quality scores.
- Use data insights to refine outbound strategies, launch new initiatives, and drive enrollment growth.
- Identify operational gaps and implement changes that enhance speed, quality, and the overall customer experience.
- Developed training programs for new staff, improving onboarding efficiency.
- Implemented quality assurance protocols, ensuring consistent service delivery.
- Analyzed call center metrics to identify performance trends and areas for improvement.
- Managed scheduling and staffing to optimize resource allocation and reduce wait times.
- Facilitated regular team meetings to address challenges and promote collaboration.
- Collaborated with cross-functional teams to enhance service offerings based on client feedback.
- Spearheaded initiatives to streamline processes, leading to increased operational efficiency.
- Advanced operational efficiency within the contact center by identifying areas for automation implementation while maintaining a human-centric focus.
- Implemented innovative technologies to enhance contact center performance and efficiency.
- Led contact center operations, ensuring adherence to quality standards and compliance regulations.
- Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
- Supervised 60 Engagement Coordinators in providing excellent customer service to members requiring assistance for scheduling and enrolling into Lucet's programs.
Training Assistant
Optum/UHC
Remote
05.2021 - 12.2021
- Served as Coach to upwards of 80 new hires by unlocking day to day challenges, as well as provide guidance around mid to longer term career path objectives
- Grew our quality assurance team by developing customer service best practices
- Assisted in evaluating the effectiveness of training sessions through participant feedback and assessments.
- Developed training materials to enhance onboarding processes for new team members.
- Facilitated workshops to improve employee knowledge of compliance and operational standards.
- Coordinated training schedules and logistics to ensure smooth delivery of educational programs.
- Mentored junior staff in best practices for instructional delivery and participant engagement techniques.
- Assessed skill gaps for employees and developed training courses to meet identified needs.
Subject Matter Expert
TriWest Healthcare Alliance
Remote
03.2019 - 04.2020
- Addressed escalated veterans’ issues with thoughtfulness and urgency, aligning resources across the company as needed
- Created a culture of high performance, productivity and focus within our team by using best practices to drive growth
- Collaborate with other departments as well as VA personnel to establish and build standard operating procedures
- Optimized subject matter content by conducting extensive research and incorporating industry trends.
- Facilitated workshops to disseminate best practices across organization, leading to improved efficiency.
- Fostered culture of continuous improvement, identifying and implementing process optimizations.
- Served as go-to expert for resolving technical challenges, enabling smoother project progression.
- Achieved high levels of client satisfaction by providing expert consultations and personalized solutions.
Licensed Health Insurance Agent
Broadpath Solutions
Remote
08.2018 - 01.2019
- Guided clients through health insurance options, ensuring informed decisions aligned with individual needs.
- Analyzed client eligibility for various health plans, enhancing enrollment accuracy and client satisfaction.
- Developed tailored coverage solutions, addressing unique health care requirements for diverse clientele.
- Educated clients on policy details, resulting in increased understanding of benefits and coverage options.
- Streamlined communication processes between clients and insurance carriers, improving response times and service quality.
- Mentored junior agents in compliance standards and best practices to enhance team performance and efficiency.
- Conducted market research to identify emerging trends, informing strategic recommendations for product enhancements.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Educated prospective clients on the benefits of various health insurance options, effectively matching them with suitable plans that met their unique needs.
- Assisted clients in understanding complex insurance policies, ensuring they made informed decisions when selecting coverage options.
- Maintained up-to-date knowledge of industry trends and regulatory changes, providing accurate advice to clients and staying ahead of competitors.
- Increased client satisfaction by efficiently addressing their insurance needs and providing personalized solutions.
Education
High School Diploma -
South Dade Adult Education Center
Homestead, FL06.2016
Skills
- Suggestive Selling
- Conflict Resolution
- Delegation
- Coaching and mentoring
- Staff training/development
- Organizational Skills
- Time Management
- Remote Team Management
- High-Performance Outcomes
- Effective leader
Timeline
Contact Center Manager
LUCET Behavioral Health
01.2022 - Current
Training Assistant
Optum/UHC
05.2021 - 12.2021
Subject Matter Expert
TriWest Healthcare Alliance
03.2019 - 04.2020
Licensed Health Insurance Agent
Broadpath Solutions
08.2018 - 01.2019
High School Diploma -
South Dade Adult Education Center