Summary
Overview
Work History
Education
Skills
Timeline
Generic

Renee McCoy

Midlothian,VA

Summary

Friendly remote Front Line Call Center Supervisor/Customer Service Representative with 13 years of dedication to giving excellent service. Ability to stay friendly and calm and resolve escalated issues, even when a customer is irate and demanding unreasonable requests. Strong ability to lead and motivate workers by setting high expectations and treating everyone with respect. Strong leadership skills that help customer service representatives achieve their goals. Self-motivated and have no problem with leading by example and taking responsibility for ones. Actions.

Overview

21
21
years of professional experience

Work History

Internal Support Front Line Call Center Supervisor

Maximus
09.2010 - 02.2023
  • Respond to priority telephone calls courteously and professionally.
  • Research inquiries using various tools, databases, written materials, and the web to provide knowledgeable responses to telephone inquiries within departmental goals for quality, schedule adherence, and average handle time.
  • Guided and coached Customer Service Representatives to research and locate answers to their questions by using CCO-specific procedures, RADMIN, NGD, etc.
  • Guide all processing activities to CCO Contract Staff by referring to documented procedures.
  • Maintain up-to-date knowledge of healthcare plans available and their associated guidelines/limitations/regulations, processing procedures, and CCO policies.
  • Assume coordination functions for the department in the absence of supervisory staff.
  • Maintain high-quality standards at 90% to 100% every month.
  • Adhere to the Privacy Act, as it relates to the confidentiality of information released.
  • Maintain appropriate documentation of phone inquiries.
  • Make recommendations in the design, development, and delivery of new or temporary employee training and maintaining department.
  • Trained CSRs on how to submit and interpret scripts, and escalations, and how to handle first-time call resolutions.
  • Trained CSR on how to locate claims and interpret the denial or approval reasons for the claim.
  • Medicare eligibility and enrollment.
  • Provide information on general Medicare eligibility and information, (e.g.)
  • General Enrollment Period and the Special Enrollment Period. Provide information on Medicare Prescription Drug Plans (enrollment & coverage). Enroll callers in Medicare Prescription drug plans.
  • Provide information on general topics on Medicare Advantage and Medigap questions A and Part B covered and non-covered services, with the appropriate referrals and fulfillments.
  • Provide general claims information including appropriate transfers and referrals.
  • Medicare Secondary Payer information with the appropriate referrals and fulfillments.
  • Follow-up on Medicare Advantage Plans and disenrollment status questions.
  • Media topics that are not related to Medicare Advantage plans and Medigap policies.
  • Provided Flu Campaign, Medicare surveys, and Social Security mailings questions.
  • Streamlined operations, identifying areas for improvement and implementing necessary changes.

Wire Coordinator

Sun Trust Mortgage
12.2007 - 09.2009
  • Inputting wire information into the wire database and Money Transfer System (MTS) promptly while maintaining accuracy and attention to detail.
  • Reconcile MTS and wire database once all the wires have been processed and funded
  • Respond to clients regarding wire information such as FED numbers and tracking wires as needed
  • Correspond with Central Wire Facility regarding wire information
  • Maintain wire records and wire retention.
  • Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.

Records Supervisor

Dept. of Social Services 1765/ DCSE
02.2002 - 10.2006
  • Created the records room – electronic records system, sign in and out records to maintain safe keeping and up-keeping of records.
  • Managed Document Specialist in the Records Department.
  • Train, motivate, and develop staff to effectively operate the Records Department.
  • Created an index of new matters in the Legal key records management system.
  • Retrieve records for attorneys, Child Support case workers, and management staff promptly when requested.
  • Interact with all in a problem-solving and team building manner.
  • Accomplishments –increased efficiency in the division by streamlining daily tasks and increasing productivity by 40%.
  • Increased records accuracy by implementing a new filing system and organizing existing records.
  • Enhanced team efficiency by streamlining processes for document retrieval and archiving.
  • Developed training programs for staff members, improving their understanding of records management principles and procedures.

Education

Associate of Applied Science - Merchandising/ Marketing Management

J. Sargeant Reynolds Community College
Richmond, VA
01.1993

Skills

  • Customer Service and Critical Thinking Skills
  • Communication Skills
  • Time Management
  • Conflict Resolution
  • Problem Solving Ability, Decision Making, and Listening Skills
  • Providing superior customer service to all customers
  • Office Manager
  • Records Supervisor
  • Front Line Supervisor
  • Microsoft Word
  • Multi-line phone system
  • Attention To Detail
  • Typing

Timeline

Internal Support Front Line Call Center Supervisor

Maximus
09.2010 - 02.2023

Wire Coordinator

Sun Trust Mortgage
12.2007 - 09.2009

Records Supervisor

Dept. of Social Services 1765/ DCSE
02.2002 - 10.2006

Associate of Applied Science - Merchandising/ Marketing Management

J. Sargeant Reynolds Community College

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Renee McCoy