Summary
Overview
Work History
Education
Skills
Timeline
Generic

Robin Josey

Tacoma,WA

Summary

Versatile Customer Service Supervisor with extensive experience monitoring and maintaining service standards and call handling thresholds. Conscientious and personable supervisor with strong understanding of principles and procedures relating to customer service. Committed to contributing to superior service, maximum revenue generation and high productivity.

Overview

14
14
years of professional experience

Work History

Customer Service Representative Supervisor

Optum
10.2020 - 04.2024
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Enhanced customer satisfaction by efficiently addressing and resolving concerns.
  • Mentored junior representatives, leading to increased productivity and improved skill sets within the team.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Implemented company policies and procedures for professional, cohesive customer care.
  • Monitored performance metrics to identify areas of improvement and implement necessary changes.

Revenue Specialist - Lead

DaVita
05.2013 - 09.2020
  • Increased revenue by streamlining billing processes and implementing effective collection strategies.
  • Managed accounts receivable, ensuring timely invoicing and accurate record-keeping for improved cash flow.
  • Stayed up-to-date on industry best practices and emerging technologies, applying new knowledge to drive revenue growth and operational excellence.
  • Played an integral role in system migrations by contributing valuable insights on process improvements related to revenue management functions.
  • Supported management decision-making by providing insightful analyses on revenue trends and potential growth opportunities.
  • Coordinated month-end closing procedures for accurate financial reporting within strict deadlines.
  • Reviewed claim adjustments, refunds and recoupment for accuracy and compliance.
  • Facilitated Quality Assurance calibration meetings across workgroups to ensure accurate claim resolution.

Benefits Specialist

TriWest Healthcare Alliance
11.2009 - 04.2013
  • Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
  • Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
  • Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
  • Observed strict procedures to maintain data and plan participant confidentiality.
  • Enhanced understanding of benefit offerings with effective communication materials and presentations.

Education

Bachelor of Arts - Mass Communications

Temple University
Philadelphia, PA
05.1992

Skills

  • Call center experience
  • Product Knowledge
  • HR Support
  • Team coaching
  • Inbound and outbound calls
  • Issue Resolution
  • Skill Development
  • Continuous Improvement
  • Performance Evaluations
  • Staff Monitoring
  • Production goal setting
  • Employee Supervision
  • Operations Management
  • Performance Improvement
  • Documentation and control
  • Staff Development and Training
  • Customer Service Management
  • Quality Assurance
  • Root Cause Analysis
  • New Hire Orientation

Timeline

Customer Service Representative Supervisor

Optum
10.2020 - 04.2024

Revenue Specialist - Lead

DaVita
05.2013 - 09.2020

Benefits Specialist

TriWest Healthcare Alliance
11.2009 - 04.2013

Bachelor of Arts - Mass Communications

Temple University

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Robin Josey