Rebecca Hyatt

· Successfully led and motivated a team of 20 call center agents, consistently exceeding performance targets.

· Effectively managed call center operations, resulting in a reduction in call abandonment rates.

· Proficient in using CRM software e.g., Genesys and Calabrio to track customer interactions and manage data.

· Consistently monitored and evaluated customer interactions to ensure adherence to quality standards.

· Identified and implemented process improvements that resulted in an increase in efficiency.

· Managed call center schedules and staffing needs to ensure optimal coverage and service levels.

· Facilitated collaboration between cross-functional teams to ensure successful completion of project milestones

· Maintained a high-performing team by recruiting and onboarding top talent, resulting in a reduction in turnover

· Assisted with interviewing and hiring new staff, resulting in a team of highly motivated and well-trained employees

· Developed and implemented a system for tracking and monitoring employee performance, resulting in improved performance across the board.

• Facilitated knowledge-sharing among team members through regular communication channels such as meetings, workshops, or trainings sessions.
• Collaborated with cross-functional teams to address identified quality issues, resulting in more efficient processes and improved products.
• Played an instrumental role in preparing the organization for successful third-party audits by diligently addressing any areas of non-compliance or concern.
• Run daily internal reporting to track incoming cases and assign files as needed.
• Record/track quality assessment scores and coach specialist to reduce errors and improve processes and performance to ensure quality.

• Acted as a departmental resource on appeals matters.
• Created, composed and maintained appeal response templates.
• Coordinated with senior specialist to compose appeal responses.
• Coordinated with medical professionals and subject matter experts for case reviews, obtaining necessary clarification for accurate decisionmaking.
• Assisted in the development of training materials, contributing to the improvement of team performance and expertise.
• Organized and managed appeals caseloads, prioritizing high-priority cases for timely resolution.
• Participated in regular meetings with management to provide updates on case status and discuss potential improvements in processes.
• Supported management with data analysis and reporting, informing key decisions related to resource allocation and process improvements.
• Developed strategic action plans to address identified issues, leading to a reduction in appeals backlog.

• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
• Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
• Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
• Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.
• Achieved significant improvements in operational efficiency, introducing and enforcing quality control measures.
• Generated reports detailing findings and recommendations.
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.

• Worked productively in fast-moving work environment to process large volumes of claims.
• Followed up with customers on unresolved issues.
• Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
• Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
• Collaborated with cross-functional teams to expedite complex claims investigations and resolutions.
• Conducted detailed assessments of claims documents, ensuring accuracy and completeness before submission for approval.
• Served as a subject matter expert on specialized claims, providing guidance and support to other team members when needed.
• Maintained up-to-date knowledge of regulatory changes, ensuring company compliance and minimizing legal risks.
• Streamlined interdepartmental communication, facilitating faster claim processing.