Rasheed Huff
Lockport,NY
Summary
Skilled professional knowledgeable about monitoring metrics and maximizing team success in fast-paced settings. Performance- and quality-driven with several years of experience. Specialize in team leadership, conflict resolution, and operational oversight. Natural leadership talent with motivational approach. Committed to fostering positive work environments and achieving goals through effective supervision and staff engagement.
Overview
16
16
years of professional experience
Work History
Participant Support Center Supervisor
P&A Group
Williamsville, NY
08.2022 - Current
- Provide guidance and support to specialists regarding questions, act as a second-tier support for difficult calls or issues.
- Diffuse difficult situations and/or issues that cannot be fielded by specialists.
- Assist specialists with problem solving. Provides directions to support timely, efficient and accurate responses to inquiries.
- Demonstrate a positive behavioral example by training, mentoring, and coaching
- Works with Department Management team and trainers on needed training materials, trainings, and evaluations.
- Monitor Participant Support Center calls using listen-ins for coaching and mentoring purposes.
- Monitor multiple software platforms to ensure timely response to all calls, chats, and to ensure queues are properly staffed following established guidelines to meet client performance guarantees.
- Review quality assurance and statistical performance to assigned team members monthly through coaching and feedback.
Fidelis Program Associate for MLTC
Fidelis
Buffalo, Ny
07.2018 - 08.2022
- Intake Coordination: screening potential members, scheduling appointments, explaining the enrollment process, and gathering necessary documentation.
- Care Coordination: Assisting members with accessing and coordinating various services, such as home health care, personal care, and other support services.
- Communication: Maintaining regular contact with members, providers, and other relevant parties to ensure smooth care delivery and address any concerns.
- Documentation: Ensuring accurate and timely documentation of all interactions, assessments, and care plans.
- Problem Solving: Identifying and addressing any barriers to care that members may be experiencing, working with relevant parties to find solutions.
Document Specialist
Avalon Document Services
Buffalo, NY
03.2018 - 07.2018
- Responsive for daily operations of copy, scanning and printing production
- Ensure clients receive great service during office interactions
- Delivers client sensitive documents to meet strict deadlines
Contact Center Manager
Greenwich Associates
Cheektowaga, NY
02.2016 - 11.2017
- Overseeing a staff of 30-40 members
- Interviewing for new staff members
- Training new hires on company policies and team expectations
- Monitor statistics for entire call center, team stats as well as individual stats
- Conducting monthly one on one sessions with team members
- Ensuring quality goals are exceeded or met
- Human resources related items (employments verification, corrective actions, payroll setup).
- Developing and planning new ideas to implement for company website (Motivosity)
Securities Processor
Citibank
Getzville, NY
05.2014 - 01.2016
- Heavy analytical reporting for Mortgage Backed Securities (MBS) ensuring matching and timely settlement of trades
- Experienced in middle office operations for allocation and pairing trades
- Extensive direct financial institution interface ensuring client satisfaction
Assistant Branch Manager
Citizens Bank
Amherst, NY
05.2011 - 05.2014
- Assisted the management of over a $1 million tier lending branch for 2013 (Mortgages, Heloc's, Credit Cards and Loans
- Consistently delivered exceptional customer service by always putting clients' needs first, remaining confidential and building excellent rapport
- Maintained a positive relationship with customers by responding promptly to inquiries or complaints.
- Responsible for training staff on ethics, sales, conduct as well as ensuring rules and regulations are followed
Wellness Associate
Rite Aid Pharmacy
Buffalo, NY
03.2009 - 11.2011
- Responsible for front-end store responsibilities i.e. customer service, inventory management, completing safety trainings weekly and pharmaceutical deliveries to disabled customers
- Aided pharmacist in preparing and distribution of prescription drugs to patients
Education
Associates of Science -
Erie Community College
Buffalo, NYSkills
- Problem resolution
- Team leadership
- Coaching and mentoring
- Customer service
- Quality assurance
- Performance monitoring
- Training development
- Customer relationship management
Timeline
Participant Support Center Supervisor
P&A Group
08.2022 - Current
Fidelis Program Associate for MLTC
Fidelis
07.2018 - 08.2022
Document Specialist
Avalon Document Services
03.2018 - 07.2018
Contact Center Manager
Greenwich Associates
02.2016 - 11.2017
Securities Processor
Citibank
05.2014 - 01.2016
Assistant Branch Manager
Citizens Bank
05.2011 - 05.2014
Wellness Associate
Rite Aid Pharmacy
03.2009 - 11.2011
Associates of Science -
Erie Community College