TESSA GREEN

• Monitor and evaluate performance of both inbound and outbound phone, email, survey and chat conversations.
• Assist with updating modifications and changes to Health plans and plan descriptions.
• Reviewing accuracy of transactions made on employee's account such as, direct debit, enrolling into coverage and contribution adjustments to heath care spending accounts.
• Ensuring company metrics are being met based on the key performance indicators (KPIs).
• Document and create audit reports.
• Provide, create training and refresher modules for learning and development.
• Schedule coaching sessions with team members to provide feedback on performance.
• Attend meetings with the management department to provide quality performance data and trends.
• Remain organized, meet critical deadlines within a high volume, fast-paced environment.
• Met tight deadlines to satisfy client demands and project timelines.
• Proposed development and testing improvements to positively impact usability, function and performance.

Customer Care Supervisor

• Set goals for performance and deadlines in ways that comply with company’s plans and vision and communicate them to subordinates.
• Organize workflow and ensure that employees understand their duties or delegated tasks.
• Monitor employee productivity and provide constructive feedback and coaching sessions.
• Receive complaints and resolve problems.
• Maintain timekeeping and personnel records.
• Provide updates of trends and system discrepancies.
• Prepare and submit performance reports.
• Decide on reward and promotion based on performance.
• Talent acquisition.
• Hire and train new employees.
• Ensure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises.
• Team meetings to discuss overall metrics and performance.
• Auditing and Data entry.

Quality Assurance

• Assist with the development, implementation, and maintenance of quality assurance policies and procedures.
• Monitored compliance risks while adhering to safety protocols.
• Ensure that team members provide quality service in line with organizational objectives.
• Provide accurate, consistent, and fair evaluations along with constructive feedback.
• Evaluated interactions between associates and customers to assess personnel performance.
• Collaborate with management to communicate quality of work measurements and recommend improvements.
• Compile data to generate reports that outline service strengths and opportunities.
• Participate in the presentation of the quality process to new hires and coaches to ensure a high level of consistency.

• Assuring that manufactured items are made and assembled correctly within a warehouse.
• Responsible for final inspection of completed product
• Documentation of data entry, printing labels, filing forms, Copy and scanning files.
• Discarded and rejected products, materials and equipment not conforming with specifications.
• Worked with specific production team members to rectify production issues and maintain high-quality final products.

• Provide leadership and functional supervision to a recreation program, activity or service.
• Direct and lead the activities of a program, activity or service.
• Organize and implement program elements and oversees participants.
• Provides feedback regarding program development and activity schedule.
• Moderate paperwork and computer input
• Initial assessments of all residents.
• Engaged participants in recreational activities and team-building exercises.
• Scheduled events in recreation facilities and monitored facility conditions.
• Researched, planned and organized mentally stimulating activities for patients.