Rita Bandy
Cameron,NC
Summary
Obtain a leadership position in a field that will challenge and allow the use of education, skills, and experiences in a way that is mutually beneficial to the employer, therefore instilling future growth and advancement.
Overview
4
4
years of professional experience
Work History
Team Leader
Accenture Contractor
11.2022 - Current
- Supervise a team of 20 agents in addition to overseeing a staff of 50 agents while managing daily operations of the project
- Monitor the performance of agents by conducting a weekly touch base and if needed coaching session
- Train new hires on the operational, procedural product and company policy
- Ability to oversee the implementation and maintenance of client relation
- Conduct client-facing meetings, support the data-gathering process and file transfer management.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Conducted risk assessments for each project phase, proactively identifying potential obstacles before they became significant challenges.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
Team Leader
Accenture Contractor
08.2021 - 11.2022
- Supervise a team of 30 agents in addition to overseeing a staff of 60 agents while managing daily operations of the project
- Assist with processing claims and health benefits
- Execution of the project platform, goals and ensure metrics are met by agents
- Assist with Quality Assurance and coaching to agents who fail the to meet the required benchmark.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Evaluated customer needs and feedback to drive product and service improvements.
- Developed effective improvement plans in alignment with goals and specifications.
Deputy Leader
Accenture Contractor
12.2020 - 08.2021
- Support the Team Leader in all day-to-day activities, sever as a point of contact for issues in their absence
- Assist agents with properly processing claims while verifying documents are clear and concise logs
- Review individual claims and non monetary issues to ensure the claim is valid and able to be process.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Improved office operations by automating client correspondence, record tracking and data communications.
Education
Customer Service Certification -
South Georgia Technical College
Cordele, GA03.1999
Medical Office Administration -
Phillips Junior College
Fayetteville, NC06.1992
High School Diploma -
E. E. Smith High School
Fayetteville, NC06.1990
Skills
- AWS
- Salesforce
- Five9
- Power BI
- Core Beat
- Microsoft Office
- Team Lead
- Trainer
- Quality Assurance
- Coaching
Timeline
Team Leader
Accenture Contractor
11.2022 - Current
Team Leader
Accenture Contractor
08.2021 - 11.2022
Deputy Leader
Accenture Contractor
12.2020 - 08.2021
Customer Service Certification -
South Georgia Technical College
Medical Office Administration -
Phillips Junior College
High School Diploma -
E. E. Smith High School
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