Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Theresa Ward

St. Johns,MI

Summary

Personable and dedicated customer service representative with extensive experience in the industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic, and results-oriented with demonstrated passion for building relationships, cultivating partnerships, and growing businesses. Skilled Support Team Lead with comprehensive background in customer service management. Strengths encompass conflict resolution, problem-solving and staff training. Demonstrable impact in previous roles includes enhancing team productivity, improving customer satisfaction rates and implementing efficient work-flow strategies. Possess strong leadership qualities, communication skills, and adaptability.

Overview

21
21
years of professional experience

Work History

Sales Support Team Lead

Two Men And A Truck
Lansing, MI
11.2024 - Current
  • Supervised support team to ensure efficient customer service delivery.
  • Monitored support operations to maintain service quality standards.
  • Collaborated with management on strategic customer service initiatives.
  • Trained new employees on company policies and procedures related to customer service.
  • Analyzed customer feedback data to identify trends in customer satisfaction levels.
  • Conducted performance reviews for all members of the support team.
  • Developed plans for team growth and identified areas of improvement.

Call Center Supervisor

Maximus Inc.
Indiana
05.2020 - 04.2024
  • Provided support and assistance with Maximus policy and Call Center operation expectations to managers and supervisors on the Indiana Contact Tracing Program and Indiana Eligibility Team.
  • Created and managed the attendance line process for the Indiana Contact Tracing Program and Indiana Eligibility Team.
  • Managed the Payroll team and reviewed timesheets for all Indiana Contact Tracing and Indiana Eligibility Team agents.
  • Investigated and resolved timesheet issues brought forward by agents and management.
  • Created, maintained, and updated schedules and team lists for as many as 1,000 agents, to ensure the accuracy of statistical reporting and balanced teams.
  • Aided Operations Managers with tasks and projects as requested or needed.

Call Center Supervisor, Lead Customer Service Representative, Eligibility Specialist, Customer Service Representative

Maximus Inc.
East Lansing, MI
12.2004 - 05.2020
  • Provided support and assistance to Customer Service Representatives (CSRs) to resolve customer inquiries.
  • Responded to escalated calls from CSRs, handled questions, and resolved customer inquiries appropriately, following company and contractual policy and procedure.
  • Maintained daily statistics for up to 12 customer service representatives to create monthly progress reports.
  • Evaluated calls for quality assurance, and provided feedback to the Customer Service Representatives.
  • Identified coaching and mentoring opportunities for Customer Service Representatives to ensure excellent customer service and quality.
  • Maintained updated knowledge of company policy, procedure, and HIPAA to ensure adherence and provide feedback to the Supervisor and Call Center Manager.
  • Reviewed and transferred service requests and complaints created in Siebel CRM to the appropriate departments.
  • Responded to enrollment and eligibility calls, appropriately handling all questions and problems.
  • Assisted clients with choosing a managed care health plan, and educated them on managed health care, as directed by company and contractual policy and procedure.
  • Processed MiChild eligibility applications and enrollment/disenrollment forms for the MiChild program.
  • Assisted with processing incoming mail.
  • Sorted and batched applications, and other mail, for distribution to appropriate departments.
  • Scanned documents and filed documents, as directed.
  • Trained new client service representatives.
  • Assisted with peer mentoring for new client service representatives.
  • Researched and updated beneficiary demographic information for accuracy.
  • Utilized CHAMPS and Siebel CRM to view beneficiary data and report issues to DCH.

Customer Service Representative

Manpower
Lansing, MI
07.2004 - 11.2004
  • Hired as a temporary employee for Maximus, Inc.

Education

Associate of Arts - General Studies

Lansing Community College
Lansing
05-1999

Some College (No Degree) - Community Development With A Concentration in Public Administration

Central Michigan University
Mt. Pleasant, MI

Skills

  • Microsoft Windows
    Microsoft Word (MOS certification 2003)
    Microsoft Excel (MOS certification 2003)
    Microsoft Outlook
    CHAMPS software
    Siebel CRM
    Bridges platform
    Genesys platform
    Fieldglass software
    Workday system
    Deltek software
    UKG Pro system
  • Customer service
  • Team leadership
  • Employee training
  • Team management
  • Coaching and mentoring
  • Escalation handling
  • Remote support
  • Call management

References

References available upon request.

Timeline

Sales Support Team Lead

Two Men And A Truck
11.2024 - Current

Call Center Supervisor

Maximus Inc.
05.2020 - 04.2024

Call Center Supervisor, Lead Customer Service Representative, Eligibility Specialist, Customer Service Representative

Maximus Inc.
12.2004 - 05.2020

Customer Service Representative

Manpower
07.2004 - 11.2004

Associate of Arts - General Studies

Lansing Community College

Some College (No Degree) - Community Development With A Concentration in Public Administration

Central Michigan University

Similar Profiles

CREATE PROFILE
Theresa Ward