Health & Benefits Team Leader - Employee Advocacy Center
December 2012 — Present
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Coached associates on proper call handling strategy, documentation compliance and career development.
Facilitated calibration sessions to ensure feedback consistency between managers and call mentors.
Established a coaching manual to define workflows and observation procedures.
Enhanced coaching model by introducing Net Promoter System concepts and targeted coaching.
Generated a 28% increase in average quality scores (May 2012 – September 2012).
Developed scorecard database for tracking associate quality and performing statistical trend analyses.
Resolved complex payroll inquiries while exceeding quality and productivity goals.
Mentored new hires and collaborated with manager to identify skill gaps and training opportunities.
Simplified the e-mail communication process achieving contact response times of 24- 48 hours.
Streamlined client credit process through the standardization and development of a billing code database.
Awarded Northeast Region Call Handling Strategy Recognition for Excellence in Quality