Summary
Overview
Work History
Education
Skills
Timeline
Generic

Veronica James

CHARLESTON,WV

Summary

Possesses over 25 years' of call center customer service and Medicaid/Managed Care experience. For 18 years has been a key member of the leadership team, provides training, quality oversight, and leadership experience. Demonstrates excellent interpersonal communication skills to build, enhance, and maintain relationships and partnerships with community agencies. capable of performing concurrent tasks in a fast paced industry with absolute professionalism and confidentiality.

Overview

32
32
years of professional experience

Work History

Call Center Manager

Maximus
04.2015 - Current
  • Oversee all Medicaid-related customer inquiries, enrollment inquiries, and incomplete application calls received, including via call center and inbound mail
  • Work in partnership with Reporting and Quality Assurance to continuously improve call center and document management functions
  • Design and implement onboarding training for call center representatives and mail room staff
  • Participate in management meetings, communicating with members of the project management and disseminating information to subordinates, as appropriate
  • Communicate issues, problems, and concerns effectively to the Project Manager and other parties as appropriate
  • Resolve operational issues in coordination with Outreach and Education and the Project Manager
  • Submit weekly, monthly and yearly management reports to the Project Manager for review on a timely basis
  • Monitor the performance of CSRs and Outreach, including compliance with Service Level Agreement standards, and provide feedback, re-training, and education to staff for performance improvement
  • Manage and oversee staff scheduling
  • Assist with the development and implementation of policies and procedures pertinent to the effective and efficient operation of the Contact Center, and assist with establishing performance goals and measurements for CSRs
  • Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
  • Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
  • Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
  • Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
  • Implemented quality assurance measures to monitor agent performance, ensuring adherence to company policies and procedures.
  • Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
  • Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
  • Achieved high levels of employee retention by designing an engaging onboarding program focused on support and mentorship for new hires.
  • Effectively resolved escalated customer complaints through proactive problem-solving techniques, resulting in higher satisfaction scores from clients.
  • Boosted first-call resolution rates by equipping agents with comprehensive product knowledge and troubleshooting skills through ongoing training workshops.
  • Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
  • Cultivated strong relationships with key stakeholders to align call center objectives with overall company goals and strategies.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.
  • Scheduled call center staff to meet operational needs whilst remaining under budget.
  • Created team rotations to man center effectively during peak hours.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Senior Helpline Information Specialist

Automated Health Systems, Inc.
09.2005 - 04.2015
  • Assisting the Project Manager in providing oversight and monitoring of the Helpline Information Specialists and the day-to-day operations of the Helpline.
  • Establishes a culture of commitment for exceptional customer and quality in the training programs
  • Monitors Helpline activity, noting when Helpline Information Specialists are experiencing difficulty, making suggestions to resolve difficulty, and answering real-time questions from Helpline staff
  • Monitors and supervises data coding activities of all Helpline Information Specialists
  • Investigates discrepancies in data; researches and evaluates possible solutions
  • Alerts management to developing trends noted in interacting with consumers
  • Maintains high quality consumer service standards (i.e., treats and handles all calls and consumer interactions with respect and dignity, listens creatively, handles all information confidentially and effectively manages callers/consumers)
  • Works cooperatively with all staff in the Helpline Unit and the field, coordinating information between the field and Project office
  • Actively participated in professional development opportunities, staying current with industry trends and emerging technologies
  • Organized information by studying, analyzing, interpreting and classifying data.
  • Handled assignments independently with good judgement and critical thinking skills.
  • Helped office staff prepare reports and presentations for internal or client-related use.
  • Implemented employee training programs to ensure consistent utilization of library resources and adherence to best practices.
  • Streamlined data retrieval processes for faster response times and increased customer satisfaction.

Helpline Information Specialist

Automated Health Systems Inc.
09.1999 - 09.2005
  • Handled inbound and outbound calls and provided Call Center based proactive outreach, education and enrollment of eligible consumers
  • Promoted the appropriate utilization of Medicaid and related services
  • Interviewed and outreached consumers eligible for participation in Mountain Health Trust (MHT)/Physician Assured Access System (PAAS) to promote voluntary enrollment into the Managed Care Organization (MCO) of their choice
  • Determined whether the consumer was eligible for an MCO/PAAS provider
  • Assist in changing MCO/PAAS provider for current enrollees of managed care
  • Maintained a log of all interactions in the Project's database (i.e., HealthTrack)

Administrative Assistant

Manpower Temporary Agency
08.1996 - 08.1999
  • Provided administrative support at Department of Health and Human Resources (DHHR) and was assigned to the Physician Assured Access System (PAAS) Program
  • Processed a high volume of insurance claim forms and served as the primary point of contact to answer the "800" line regarding recipient complaints or requests for information
  • Provided administrative support including preparation of letters and memos to recipients regarding their medical coverage, performed data entry to change PAAS medical providers and maintained an effective filing system to keep track of all correspondence
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes

Administrative Assistant

Multiple Sclerosis Society
06.1992 - 09.1992
  • Provided overall administrative support and assistance to office staff for the day-to-day operations
  • Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.

Education

Word/Data Processing Certificate -

Ben Franklin Career & Technical Education Center
Dunbar, WV

Skills

  • Microsoft Office (Excel, Word, and PowerPoint)
  • Call Center Operations
  • Staff Training
  • Industry Knowledge
  • Genesys Cloud
  • Conflict Resolution
  • Quality Assurance
  • Performance Metrics

Timeline

Call Center Manager

Maximus
04.2015 - Current

Senior Helpline Information Specialist

Automated Health Systems, Inc.
09.2005 - 04.2015

Helpline Information Specialist

Automated Health Systems Inc.
09.1999 - 09.2005

Administrative Assistant

Manpower Temporary Agency
08.1996 - 08.1999

Administrative Assistant

Multiple Sclerosis Society
06.1992 - 09.1992

Word/Data Processing Certificate -

Ben Franklin Career & Technical Education Center

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Veronica James