Regina Skeval
Rochester,NY
Summary
Dynamic team lead with expertise in coaching, mentorship, and performance evaluation. Proven ability to enhance agent performance through effective training and real-time problem-solving.
Overview
18
18
years of professional experience
Work History
Team Lead
Maximus
Rochester, NY
05.2023 - Current
- Conducted one-on-one coaching sessions with agents to enhance performance metrics.
- Developed and motivated agents through regular training and feedback sessions.
- Responded to phone chats to assist agents in real-time problem-solving.
- Placed follow-up calls to consumers requesting supervisor engagement for resolution.
Operation Quality Control Administrator
Maximus
Rochester, NY
01.2020 - 05.2023
- Evaluated and scored agent phone calls while achieving performance metrics.
Sales Advisor
Club Demonstrations Services
Rochester, NY
06.2015 - 04.2022
- Informed members about product offerings
- Prepared and distributed portion-sized samples for member tasting events.
- Encouraged members to purchase products while distributing samples.
Senior Account Review Administrator
Maximus
Rochester, New York
05.2018 - 01.2020
- Assisted individuals and families by answering calls transferred to the Account Review Unit.
- Filed appeals and incidents for consumer disputes efficiently.
- Updated applications to reflect consumer changes.
- Achieved performance metrics in quality control and assurance evaluations.
- Mentored new agents to enhance their skills and knowledge.
Customer Service Specialist
Maximus
Rochester, NY
11.2016 - 05.2018
- Resolved consumer inquiries regarding accounts while providing general health care information.
- Achieved performance metrics for quality assurance and control evaluations consistently.
- Mentored new employees to facilitate smooth onboarding and skill development.
Customer Service Specialist- Maximus
MedScribe
Rochester, NY
08.2016 - 11.2016
- Updated applications to reflect consumer changes accurately.
- Provided general health care information and resolved consumer inquiries efficiently.
- Achieved performance metrics in Quality Assurance and Quality Control consistently.
Receiving Associate
Burlington Coat Factory
Rochester, NY
10.2010 - 08.2016
- Hung, ticketed, and sensored clothes for effective sales floor display.
- Sorted and received freight trucks, ensuring optimal inventory levels.
- Mentored new receiving associates, improving onboarding experience and performance.
Youth Sales Associate
Burlington Coat Factory
Rochester, NY
09.2008 - 10.2010
- Delivered outstanding customer service in a fast-paced environment, ensuring client satisfaction.
- Demonstrated effective merchandising skills to enhance product presentation and boost sales.
Education
Master of Science - Health Care And Business Administration
University of Phoenix
Tempe, AZ01-2028
Bachelor of Arts - Sociology / Elementary Education
St John Fisher College
Rochester05-2020
Skills
- Employee training
- Performance evaluation
- Team leadership
- Customer service
- Health care compliance
- Effective communication
Timeline
Team Lead
Maximus
05.2023 - Current
Operation Quality Control Administrator
Maximus
01.2020 - 05.2023
Senior Account Review Administrator
Maximus
05.2018 - 01.2020
Customer Service Specialist
Maximus
11.2016 - 05.2018
Customer Service Specialist- Maximus
MedScribe
08.2016 - 11.2016
Sales Advisor
Club Demonstrations Services
06.2015 - 04.2022
Receiving Associate
Burlington Coat Factory
10.2010 - 08.2016
Youth Sales Associate
Burlington Coat Factory
09.2008 - 10.2010
Master of Science - Health Care And Business Administration
University of Phoenix
Bachelor of Arts - Sociology / Elementary Education
St John Fisher College