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Directed team of up to 15 Tier 2 Specialists that provides support for escalated billing, verification and technical issues (calls and tickets)
Provided performance coaching and implemented strategies for career development
Analyzed team and individual statistics; prepared reports; devised and implemented incentive programs to improve stats while maintaining excellent Quality scores
Implemented performance management processes in a timely manner
Spearheaded value-added research and analysis for the clients to enhance customer experience and retention; actively participated during clients conference calls to discuss the analysis and action plans
Cascaded job aids in a timely manner; conducted focus group discussions and gave assessments to ensure agents understanding of the job aids
Managed Service Levels of both calls and tickets through first call resolution and ensuring that all tickets are in transit
Acted as Transition Team Lead; lead new hires through nesting period
