* Supervised 25+ Agents. * Enforcing policies, procedures, requirements, and standards within agent's role and department * Managed day-to-day operations within department, ensured implementation of department policies, operations and performance standards were understood and followed by agents. * Developed process efficiencies to improve quality, moving my team's quality performance from 88% to 95%. * Trained all newly hired agents within the department. * Managed team performance and progress daily. * Analyzing/Running reports, metrics, and goals for agents. * Managed and input time, attendance, and payroll, provided ongoing training, process improvement. * Managed and maintained morale with team building events. * Managing, monitoring calls, and running reports for the (Q&A) quality assurance program. * Work closely with other Leadership and teams, Human Resources etc., to provide disciplinary process, development, career progression, additional training, mentorship when needed.

* Contact customers by telephone to promote products, services for health insurance. Call outbound via a predictive dialing system or leads provided by company to individuals searching for health coverage. Develop and follow up on sales leads. Direct email, and perform other lead generation activities. Explain products or services in detail. Answer health plan related questions from customers. Other duties included contacting customers of delinquent accounts by telephone, or mail to solicit payment. Receiving payment and posting amount to customer's account; preparing statements to credit department if customer fails to respond; initiating service/plan cancellation; and keeping records of payment/collection and status of accounts. Take payments via debit or credit card, checks, manage their accounts, billing/payments, customer service, and meeting daily sales/collections quota.

* As a Service Manager I exemplified and ensured strong customer service and management in all areas with service desk and front end. * Assists in supervision of Front-End cashiers and operations, in compliance with Company policies and procedures. * Receive payment by cash, check, credit cards, money orders. * Issue receipts, refunds, exchanges, credits, or change due to customers. * Count down cash drawers in the open and close of shifts. * Monitor checkout lanes to reduce customer delays, clear voids, handle refunds, customer issues and complaints. * Schedule and coordinate breaks and lunches of checkers and baggers. Assist in the hiring and training of checkers and sackers in store policies, security, and safety.