Sentences with phrase «call handling productivity»

Create, review and analyze daily, weekly and monthly reports for trends and areas of improvement with call handling productivity.

Not exact matches

Monitoring includes tracking and improving call handle time, productivity, adherence, and quality.

Duties include handling inbound calls, resolving customer service issues, & maintaining target levels of performance & productivity.

* Analyze, evaluate and work to resolve customer inquiries and issues * Interact with customers in a courteous and professional manner * Effectively communicate issues and resolutions to customers and appropriate internal staff * Use judgment and problem - solving skills to solve customer problems * Use multiple screens of information simultaneously to address customer needs * Follow processes according to contact center standards to ensure contact handling accuracy and operational effectiveness * Use technology tools as directed and within established guidelines * Adhere to precise work schedules, taking continuous phone calls for extended periods of time * Answer prior authorization inquiries calls as well as research and resolve formulary and benefit issues * Consistently meet established productivity, schedule adherence, and quality standards * Performs other duties as assigned by management Education / Experience: * High School Diploma or equivalent * Minimum one (1) year current / recent Pharmacy Technician experience in healthcare setting * PTCB Pharmacy Certification required or ability to obtain within six - months of employment

Met all customer call guidelines including service levels, handle time productivity

Early Loss Mitigation Supervisor (9/2008 — 4/2010) • Managed unit of approximately 8 to 15 collectors while ensuring the achievement of unit objectives and related standards • Compiled and analyzed statistical data relative to unit productivity, monitoring live calls while providing feedback to staff • Provide advice and question resolution concerning collection activities, reviewing the status of severely delinquent accounts and handling all loss mitigation efforts • Advised staff of any changes in policy and procedures, allocated critical resources, and developed work schedules • Train current and new staff members as well as conduct performance reviews, making recommendations as needed regarding corrective actions and suggested dismissals • Assist departmental manager with training course scheduling for entire department • Create and distribute various reports to staff and peers on a regular and ad - hoc basis • Traveled to Chatsworth, CA as supervisor, developing observations and recommendations which led to facility improvements • Acted as representative to the Washington Mutual conversion to early loss mitigation in Albion, NY, sharing best practices from Chase

Professional Experience JP MORGAN CHASE Tempe, AZ Early Loss Mitigation Supervisor (September 2008 to present) • Manage a unit of approximately of 8 to 15 collectors ensuring their unit objectives and standards are met • Compile and analyze statistical data relative to unit productivity, monitor live calls and provide feedback to staff • Provide advice and answer questions concerning collection activities, review status of the most delinquent accounts and handle the Loss Mitigation efforts.