Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Stephanie Parra

Carteret,NJ

Summary

Seasoned Supervisor with over 8 years of experience in high-volume customer service operations. Well-versed in reviewing employee performance to devise and implement customized improvement strategies. As well as being proficient in software such as Microsoft Office, Excel, Word, and Outlook. Experienced in leading others. Successful in a remote working environment. Bilingual: fluency in English and Spanish.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Medicare Sales Supervisor

ehealth
Remote
08.2023 - Current
  • Oversees the daily operations of the Medicare Sales call center. This includes directly supervising a team of employed agents.
  • Gathers and reviews key performance indicator (KPI) data from multiple sources to ensure that sales metrics are met. Recommends and implements solutions when gaps are identified.
  • Closely monitors and reviews phone and sales reports.
  • Provide communication, training, and sales support to the sales team.
  • Communicate department policies & procedures as applicable.
  • Ensures that self and team adhere to all compliance, legislative, and regulatory requirements.
  • Respond to department audit requests promptly by gathering information to review with department management as needed.
  • Addresses quality and performance issues with staff as needed.
  • Oversees CRM system training and usage. This will also include maintenance and service requests.
  • Responsible for reviewing lead data to ensure that leads are being worked appropriately and timely.
  • Conducted weekly performance reviews with the sales team to ensure goals were being met.
  • Monitored daily operations of sales team, including customer service, product knowledge, marketing initiatives.
  • Assign tasks, manage workloads, and ensure deadlines are met.
  • Monitored calls for quality assurance purposes.
  • Conducted performance reviews of call center staff and documented results.

Bilingual Customer Service Supervisor

Skygen Usa
, Remote
08.2022 - 08.2023
  • Work in conjunction with Human Resources to evaluate viable candidates under consideration for hire by identifying necessary skills and core competencies for various roles, developing relevant interview questions to assess candidate knowledge, skill, and position fit with future growth and business objectives, utilizing appropriate selection techniques.
  • Initiate and communicate a variety of personnel actions including employment, termination, performance reviews, salary reviews, disciplinary actions, and development plans.
  • Identify, recommend & supports the implementation of actions for the improvement of call center processes.
  • Focus on continuous improvement of the team, identify the need for ongoing training, and make decisions on what the training needs are within the team/department.
  • Create a positive work environment that motivates and engages employees to work effectively as a team toward continuous quality improvement, accountability, integrity and respect.
  • Coach and develop employees to provide superior customer service, achieve quality standards and meet performance expectations.
  • Facilitate refresher trainings to ensure the staff is appropriately trained to successfully perform their roles.
  • Manage the selection, development, involvement, recognition and retention of employees who contribute to the growth and success of our business.
  • Handle escalated customer calls in a timely manner to ensure customer satisfaction.
  • Assist in resolving complex or escalated complaints and issues for clients, providers, and internal staff.
  • Oversee agent timecards and PTO requests to ensure timely and accurate reporting of hours worked.
  • Monitor call queues to ensure service level goals are consistently met.
  • Create, maintain, and monitor individual/team call statistics to ensure compliance with department guidelines and standards.
  • Participate in call monitoring and attend calibration sessions to ensure consistent call quality practices and expectations are being met.
  • Proactively communicate updates and changes to plan information and reference materials in a timely manner.

Medicare Sales Supervisor

Engagent Health llc
Remote
11.2019 - 03.2022
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
  • Facilitated individual coaching sessions with CSRs to realign productivity goals.
  • Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
  • Coach team of sales agents to drive new sales
  • Ensure employees have appropriate training and other resources to perform their jobs
  • Bridge clear messages and instructions to the team via chat, email, 1 on 1, and team huddles.
  • Monitor team’s performance
  • Conduct real-time phone monitoring and coaching to agents using a variety of systems.
  • Coach agents on the proper ways to effectively use rebuttals to improve closure sales and overcome objections.
  • Maintain industry and product knowledge
  • Assist agents with product specific questions
  • Work closely with the QA and Workforce management Teams to ensure call quality and Adherence metrics are being met.
  • Ensure applications are submitted accurately and on time.
  • Understand and adhere to all Company Carrier and/or CMS related policies and procedures
  • Assist agents with difficult and escalated calls
  • Work closely with the IT department to troubleshoot system issues.
  • Join calibration calls to discuss, Monitor , and evaluate agents calls on a weekly basis.
  • Drives sales and revenue by ensuring sales team is assisting customers in making healthcare decisions over the phone effectively.
  • Facilitate carrier medicare certifications training.

Retention Coordinator/Medicare Sales Representative

EMBLEM HEALTH
New York, NY
10.2015 - 09.2019
  • Interacted with seniors and conducted presentations to sell and promote Medicare products.
  • Traveled throughout assigned territory and directly collaborated with community-based organizations to obtain referrals.
  • Provided customer needs, explained and discussed options, and outlined best-fit services.
  • Completed and processed applications for enrollment.
  • Fielded inbound calls from customers inquiring about alternative insurance options to generate sales opportunities.
  • Processed changes in insurance policies and periodically reassessed client needs.

Education

Bachelor of Science - Health Care Administration

Grand Canyon University
11.2024

Skills

  • Team building
  • Customer service
  • Technical troubleshooting
  • Presentations and demonstrations
  • Quality Assurance
  • Analyzing data
  • Proficient in crm systems such as sales force, septrax, TLD
  • Team management
  • Proficient with Microsoft Office, Excel, Word, Outlook
  • Data management

Certification

  • Health and Accident License
  • NY State Of Health Certified Application Counselor

Timeline

Medicare Sales Supervisor

ehealth
08.2023 - Current

Bilingual Customer Service Supervisor

Skygen Usa
08.2022 - 08.2023

Medicare Sales Supervisor

Engagent Health llc
11.2019 - 03.2022

Retention Coordinator/Medicare Sales Representative

EMBLEM HEALTH
10.2015 - 09.2019

Bachelor of Science - Health Care Administration

Grand Canyon University

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Stephanie Parra