brindaven thomas

Responsible for handling incoming and outgoing calls from members regarding their medical insurance plans and benefits; including claims, premiums and payments. Deliver superior service by engaging customers in conversations regarding overall health maintenance and programs suitable for their needs. Designated as the quality liaison to assist with determining if a complaint or violation is actionable. Represent the production floor after hours through rigorous system testing to ensure functionality prior to the start of business. Coach and mentor fellow team members based on their specific areas of opportunities to improve overall team and site KPIs.

Leading the transformation of the training environment through interactive and engaging training exercises based on specific client driven curriculum. Designated lead for projects and training related to the Medicare Sales and Service industry, including project planning, assignments, curriculum development and organizing. A resourceful leader and mentor for trainers and agents across several domestic sites. Strategic planning skills to fulfill training obligations focused on empowering agents to deliver a positive experience for customers.

* Responsible for allocating resources to locate audio recordings from multiples sources, including the client and local leadership. * Troubleshoot recording or screen capture errors to retrieve and provide calls in compliance with client requirements. * Compile calls viable for use in the training and production environments for education purposes. * Track all incoming and outgoing calls requests with the correct disposition. * Provide client services with results daily and progress of current workload to ensure turnaround timeframes are met based on compliance requirements. * Create daily tickets with all requests provided to the client either through the NICE portal and/or client shared resources. * Partner with Training, Operations, Quality, Business Enterprise Team and NICE contacts to ensure all aspects of this process are successfully completed. * Ensure calls are encrypted through secured channels before transferring files over a SFTP to the client. * Install and troubleshoot all software installed for encryption, file transfer and playback.