STACEY L. MANNS
SAN PEDRO,CA
Summary
Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field. Accomplished in improving customer satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and makes proactive adjustments to policies and procedures. Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management and team leadership.
Overview
35
35
years of professional experience
Work History
Contact Center Manager
TriWest Healthcare Alliance
Phoenix, AZ
03.2017 - 11.2020
- Developed quality employees within call center to take over leadership positions.
- Established and oversaw performance targets for call center associates.
- Conducted performance reviews for Patient Services Supervisors to reduce resolution times and improve customer satisfaction ratings.
- Manages daily Contact Center operations and staff to achieve desired operational outcomes.
- Manages Human Resources related activities including recruiting, coaching, training and developing supervisors and Contact Center Staff.
- Partner with contact center management teams to include QA and Training on driving training priorities measures training outcomes and modifies training as needed to improve performance.
- Worked with Workforce Management on optimal shift coverage and Quality Control on accurate and optimal service of Veterans.
- Conducted performance coaching for supervisory staff as needed.
- Leads supervisors and team leads on key initiative. Monitors Contact Center performance outcomes, identifies opportunities for process improvement, and resolves issues negatively impacting performance.
- Took active steps to expand knowledge of emerging call center technology and applies applicable concepts to Contact Center Operations.
- Provided leadership to resolving sensitive issues with patients and providers, collaborating with Congressional and Customer Relations explaining grievance and appeals options.
- Tracked and monitored attendance and performance.
- Developed quality employees within call center to take over leadership positions
- Established and oversaw performance targets for call center associates
- Created clear and effective policies governing all aspects of employee work and interaction with customers
Supervisor
Optum Services/United HealthCare
Costa Mesa, CA
01.2012 - 03.2017
- Supervised team of 17-25 and is accountable for daily/weekly/monthly activities of team to include coaching, call monitoring, performance documentation, annual performance reviews, attendance tracking, payroll, and human resource needs including formal corrective action
- Conduct bi-weekly team meetings and individual performance coaching
- Ensure task completion and performance goals are met, to include Quality, Adherence, Service Level and AHT
- Coordinates work activities with other supervisors, managers, departments, to include team building, training, hiring/interviewing, department standards, staffing, budgeting, performance standards measurements and incentive plans
- Identify, track and resolve operational problems using defined and outlined processes, expertise and sound judgment
- Provides knowledge and customer service support to members, customers, and/or providers
- Working with senior leadership, making recommendations on processes to assist the growth and success of the department
- Working with our medical staff including pharmacist, doctors and clinical nurses to verify and validate the needs of our members
- Using established guidelines that have been outlined for Customer Service, Prior Authorization, Pharmacy Help Desk, and Centers for Medicare & Medicaid services (CMS) and Consumer Plans, ensuring authorization requests made by providers and members for medications are properly documented, billed and shipped
- Resolve issues and complaints in a timely manner
- Proper handling and documentation of all HIPPA violations and education
- Performs other duties as assigned by management
- Customized employee communications, including desk handouts, training materials and bulletins to increase employee understanding and knowledge
- Accountable for high risk clients.
Mortgage Servicing Team Manager
Bank of America
West Hills, CA
01.2011 - 01.2012
- Supporting mortgage loans and collection accounts
- Supervising team of 10-15 taking inbound/outbound and dialer system type calls
- Responding to customer, investors, or 3rd party request to include legal
- First level of management with in-depth comprehension of government regulations and working knowledge of other departments
- Weekly reviews of team reporting, compliance, documentation, under departments guidelines
- Evaluating performance standards and production goals and filtering findings up to management
- Providing associates with follow up, upgrade training and identifying developmental needs
- Provide daily coaching and team building exercises to boost morale
- Supporting department with vital input for operation, team building, and meetings
- Responsible for mid-year and annual reviews, performance documentation and ratings
Operations Supervisor
West Asset Management/Saxson Mortgage
San Antonio, TX
01.2010 - 01.2011
- Responsible for monitoring and assisting in overall quality of operations including but not limited to supervision, motivation, and development of associates; identify and address performance concerns; recognize and communicate trends and departmental needs to appropriate personnel; monitor trends and performance changes in current or potential clients
- Fair Debt Collection Practices Act (FDCPA) trained, servicing home mortgage loans, loss mitigation, servicing delinquent accounts 1-89 days, payments, HAMP for Saxon Mortgage
- Communicate client expectations to associates, identify and address performance concerns
- Review and perform Quality Assurance Audits, monitor trends and performance changes concerning current or potential clients
- Communicate trends, training needs and recommendations to supervisor
- Assist supervisor with daily workflow and staffing levels
- Participate in goal setting, incentive programs and reporting, collaborate with IT and Telephony on system outages/concerns
- Identify and develop team members for succession planning with MSO management, train and mentor employees
- Conduct status meetings, conduct formal appraisals and performance reviews
- Comply with Equal Employment Opportunity/Affirmative Action (EEO/AA) guidelines
- Understand and support AAP policies and goals
- Review job descriptions and recommend updates as needed
- Prepare reports, material and documentation, create organized project files
- Provide project lead with status reports throughout assigned projects, cooperate with team members to meet goals or complete tasks
- Provide customer service that exceeds customer expectations; treat all internal/external customers, team members and department contacts with dignity/respect
- Escalate work flow and communication issues to manager.
Prosthetics Clerk/Community Home Health
Audie L. Murphy Veterans Administration Hospital
San Antonio, TX
01.2008 - 01.2010
- In absence of Assistant Chief of Prosthetics assessed eligibility for all veterans for various programs
- Coordinated special orders with purchasing agents for medically proscribed items
- Managed posting, billing, and accounts for department
- Worked with chief of prosthetics on daily basis supporting department, prosthetics lab, patient clinics, wheel chairs, and home improvement for disabled
- Assisted nurses and social workers in placing and scheduling home health/hospice care
- Coordinating with home health agencies
- Worked closely with medical staff to include chief of staff, doctors, nurses, and patients
- Make recommendations to management to improve accuracy and efficiency based on ongoing analysis
- Reviewed medical files to assess eligibility, counseled veterans on various programs
- Maintained highly organized records management system and remain under HIPPA compliance.
Customer Service Manager/Consumer Loans
Washington Mutual
San Antonio, Chatsworth, TX, CA
01.1999 - 01.2007
- Directed day-to-day activities while managing staff of 25 to 30 in call center environment
- Coached, counseled, mentored, and team building
- Resolved escalated complex customer service issues
- Specialized in ATM/Consumer Loans product knowledge
- Supported ACH production department
- Maintained current personnel files and attendance records; stayed abreast of Human Resources directives and labor laws
- Documented and administered performance reviews and performance improvement
- Maintained and implemented operational guidelines
- Ensured department goals and standards were met
- Managed daily call volume of 60,000 calls each day
- Acted as liaison between senior management and teams on new implementation
- Managed and completed special projects related to analysis of fluctuating business
- Organized and conducted manager training and progression sessions, which resulted in several individuals being promoted to permanent management positions.
Customer Service Manager
Hub Distributing/Anchor Blue
Ontario, CA
01.1995 - 01.1999
- Managed, trained, motivated, and delegated special projects to staff of 15
- Increased quarterly sales by 5%, Developed and implemented plans and budgeted accordingly based on observations of business trends
- Oversee shipping and receiving of merchandise and implemented new procedures to streamline process reducing operational costs by 4%
- Organized and conducted mass interview sessions
- Monitored several store operations within district, loss prevention training and monitoring, acting as point of contact; focusing on overall cost of operations, revenues, and staff for district.
- Introduced higher standards for customer service and increased efficiency by streamlining operations
- Worked with marketing department to launch and manage promotional activities and campaigns
Chief Dispatcher Base
United States Air Force
Edwards AFB, CA
01.1985 - 01.1995
- Operations
- Managed airfield operations
- Independently oversee and implemented standards for flight scheduling and aircraft movement, in accordance with FAA regulations
- Established procedures for distribution of all flight planning data and materials for base
- Created and updated all aircraft emergency check list, quick reaction cards and points of contacts
- Monitored individual upgrade progression and proficiency training
- Directed annual community relations events, accommodating 200,000 visitors
- Customs certified and clearing for travels coming in for overseas
- Completing forms and all documentation done with screening
- Set up airfield security standards, documented all visitors to airfield
- Created all security quick reactions check list for airfield security
- Managed department budget and accounts of $2 million
- Lead airfield safety board, and oversaw all airfield and runway repair projects.
Education
Bachelor’s of Science - Business Administration
University of Phoenix
San Antonio, TX04.2011
Skills
- Focus and Follow-Through
- Quality Assurance
- Verbal and Written Communication
- Customer Service Management
- Decision Making
- Goal Setting
- Records Organization and Management
- Problem Anticipation and Resolution
- Performance Assessment
- Team Leadership
- Policy Development and Enforcement
- Recruitment and Hiring
- Employee Motivation
- Training Management
- Payroll Administration and Timekeeping
- Customer Relations
Timeline
Contact Center Manager
TriWest Healthcare Alliance
03.2017 - 11.2020
Supervisor
Optum Services/United HealthCare
01.2012 - 03.2017
Mortgage Servicing Team Manager
Bank of America
01.2011 - 01.2012
Operations Supervisor
West Asset Management/Saxson Mortgage
01.2010 - 01.2011
Prosthetics Clerk/Community Home Health
Audie L. Murphy Veterans Administration Hospital
01.2008 - 01.2010
Customer Service Manager/Consumer Loans
Washington Mutual
01.1999 - 01.2007
Customer Service Manager
Hub Distributing/Anchor Blue
01.1995 - 01.1999
Chief Dispatcher Base
United States Air Force
01.1985 - 01.1995
Bachelor’s of Science - Business Administration
University of Phoenix