Robin Rivera
Burkburnett,TX
Summary
Experienced Supervisor leads team members to complete jobs on-time. Assigns tasks, trains employees, and implements company procedures. Excellent communication and listening skills. Provides leadership and vision, driving teams to meet goals.
Overview
17
17
years of professional experience
Work History
Optum Serve Supervisor Appointment Scheduling
Optum Serve
03.2021 - Current
- Set priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, Service Level, FCR and Caller Experience Surveys
- Entering payroll on a weekly basis for team of Associate
- Conducting development and production meetings with team
- Perform side by side call handling evaluations / monitoring team’s call activities and performing QA on calls
- Mentoring staff and overseeing the team’s activities
- Managing escalated calls to resolve issues
- Resolving team scheduling issues and conflicts
- Reinforcing training for existing reps
- Creating job training aides
- Actively coach agents to improve Veterans experience goals and objectives
- Assisting in the interview process of hiring agents
- Meeting Scheduling and call center metrics and goals
- Coordinate work activities with other supervisors, managers, departments
- Provide coaching and feedback to team members, including formal corrective action
- Conduct annual performance reviews for team members.
United Healthcare Senior Provider Service Advocate- Strategic Account Services
United Healthcare
10.2014 - 03.2021
- Take provider calls regarding claims, benefits, authorizations, and broad questions
- October 2020-January 2021- OJT Oldsmar New Hire class
- October 2018-December 2018- OJT Arizona training class
- Team chat lead – Answer questions from team and work escalation issues
- Assigned to high-performance team in 2020- PAC Trained.
- Supported team members, fostering collaborative and productive work environment.
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Enhanced client retention through exceptional service delivery and proactive communication.
- Demonstrated empathy and active listening skills when dealing with frustrated customers, diffusing tense situations effectively.
Assistant Director
Cornerstone School Allen
11.2007 - 11.2012
- Duties included- Employee scheduling, Employee reviews, Training files to meet TDFPS requirements, Accounts Receivable, Interview prospective Employees, Parent tours, Parent meetings.
- Conducted regular safety drills to ensure preparedness in case of emergency situations at school premises.
- Developed strong relationships with community partners to enhance educational opportunities for students.
- Evaluated teacher performance through classroom observations and provided constructive feedback for improvement.
- Planned and executed successful special events, such as college fairs, open houses, and parent-teacher conferences.
- Led professional development workshops on topics such as classroom management, differentiated instruction, and assessment strategies.
- Increased student engagement by incorporating real-life examples and hands-on activities in lesson plans.
Education
Some College (No Degree) - Basic Courses
Vernon College
Wichita Falls, TXHigh School Diploma -
Rider High School
Wichita Falls, TX06.1989
Skills
- Knowledge of Microsoft office, Excel, Outlook/SharePoint
- Knowledge of IEX, GSS, Metric understanding
- Expectation setting
- Time Management
- Effective Communication
Accomplishments
- 2019 Service Hero Nominee
- Multiple Top Performer Certificates
- 5/13-5/17/2024- Supervisor/Leadership Development training. Hosted by Curt Rees
References
- Daniel Leal, Current Manager at Optum serve
- Bianca Triggs, Current Manager at Optum Serve
- Christine Diaz, Previous Supervisor, 763-361-1579, 813-279-9252
- Angie Ridgel, Previous UHC Supervisor, 813-818-3358
- Eulander Mandidi, Previous UHC Supervisor, 214-680-6353
- Charlotte Anderson, Lead Trainer from OJT class, 813-890-7955
- Shaunna Ryan, Supervisor Cornerstone School Allen, 214-592-5539
Hobbies and Interests
- Cooking
- Walking
Timeline
Optum Serve Supervisor Appointment Scheduling
Optum Serve
03.2021 - Current
United Healthcare Senior Provider Service Advocate- Strategic Account Services
United Healthcare
10.2014 - 03.2021
Assistant Director
Cornerstone School Allen
11.2007 - 11.2012
Some College (No Degree) - Basic Courses
Vernon College
High School Diploma -
Rider High School
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