Open To Work
Ronda Miller
Louisville,KY
Summary
Dynamic leader with proven ability to enhance organizational performance through effective team building and customer service strategies. Demonstrated success in quickly adapting to new roles and implementing impactful changes that drive company growth. Expertise in training, monitoring, and morale-boosting techniques to elevate employee engagement and productivity.
Overview
27
27
years of professional experience
Work History
Program Manager
Pioneer/Cencora
Louisville, KY
10.2019 - 10.2025
- Monitored program compliance with contractual obligations and quality expectations daily.
- Managed client relationships by identifying program issues and proposing effective solutions.
- Administered program policies and procedures to ensure operational consistency across all functions.
- Analyzed program performance data to identify optimization opportunities.
- Facilitated regular meetings with team members to assess progress and address concerns.
- Led recruitment, training, and development of program staff to build high-performing teams.
- Monitored performance metrics to ensure timely completion of tasks.
Benefits Enrollment Specialist
Brown and Brown Insurance
Louisville, KY
03.2019 - 10.2019
- Processed paperwork for open enrollments, terminations, and life events effectively.
- Collaborated with employees to resolve coverage and claim issues promptly.
- Reviewed and validated employee benefit applications for accuracy and compliance.
- Maintained secure documentation for employee benefits, ensuring adherence to record-keeping standards.
Customer Service Director
BellSouth/AT&T
Louisville, KY
08.1998 - 02.2016
- Oversaw daily operations of call center, managing staffing, training, scheduling, and budgeting.
- Conducted training and coaching sessions for Sales Associates and Coaches to enhance skills.
- Analyzed call metrics to identify trends, improving service delivery effectively.
- Facilitated meetings with team leaders to align on performance and strategic initiatives.
- Monitored calls regularly to uphold high standards of quality assurance.
- Developed incentive programs that motivated staff and boosted overall performance.
- Managed staff turnover and absenteeism to maintain operational efficiency.
- Ensured compliance with company policies and regulations within call center environment.
Education
High School Degree - Richmond, KY
Model Laboratory School
Richmond, KY05.1985
Richmond, KY -
Eastern Kentucky University
Richmond, KYSkills
- Program management
- Performance evaluation
- Client relations
- Team leadership
- Data analysis
- Staff training
- Process improvement
- Time management
- Team building and leadership
- Adherence to high customer service standards
- Microsoft outlook, word, and Excel
- Training and coaching
- Call center management
- Management of remote employees
References
References available upon request
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteSalary Range
$55000/yr - $80000/yrTimeline
Program Manager
Pioneer/Cencora
10.2019 - 10.2025
Benefits Enrollment Specialist
Brown and Brown Insurance
03.2019 - 10.2019
Customer Service Director
BellSouth/AT&T
08.1998 - 02.2016
High School Degree - Richmond, KY
Model Laboratory School
Richmond, KY -
Eastern Kentucky University