         BPO TEAM LEADER       Summary    Seeking to provide top-quality support to ensure a competitive advantage in the global marketplace.      Accomplishments    Recognized for playing an instrumental role in exceeding company expectations for turn around time during 4th quarter at 95% in 4 days.   Achieved a strong relationship with agents/sales of company partners in exceeding groups expectation of service, and increased sales relations.      Experience      BPO Team Leader   02/2015   to   02/2017     Company Name   City  ,   State       Managed and motivate BPO Onboarding Team to meet team goals  Auditor of documentation and group implementation.  Interact with PPO Network management, clients, agents and sales  Executed and met project deadlines  Strong sense of urgency; able to resolve escalated issues immediately.  Developed and executed implementation workflow/processes.  Maintain 95% within 4 days TAT for implementation of groups, 5% above agreement with client.  Manage over 3000 clients and brokers.          BPO Implementation Specialist   05/2013   to   02/2015     Company Name   City  ,   State       Infrastructure for O drive and folders.  Developed a more efficient system for emails/BPO Workflow and manual  Enhanced and improved maintenance of agent/group information with DW (Data Warehouse program)   Assistant to Account management team and VP of Administration.       ​    ​         Re-pricing Coordinator   06/2009   to   06/2013     Company Name   City  ,   State       Re-pricing of HCFA and UB's claims.    Developed relationships with PPO network management vendors:    Select Health Partners, Encore, Multiplan, Medicare, DHS and Aetna claims.  Correspond with Examiners regarding status of RRT referrals.  Solely responsible for all Aetna claims, 30,000 lives.  Implemented workflow and first manual of Aetna process.  Improved and decreased errors with auditing process  Verification of Provider/Facility PPO status.             Administrative Assistant/HR Assistant   04/2004   to   04/2009     Company Name   City  ,   State       EZ-Movers - Long Distance Dispatcher Assistant.  Long Distance scheduling of drivers/trucks.  Administrative paperwork for pickup and delivery.  Data entry of information of customers.  Spreadsheet upkeep of scheduled deliveries.  Interact with customers and drivers in regards to pickups/deliveries and/or payments.  Rainbow Hospice - Receptionist.  Front desk duties.  Incoming and outgoing faxes.  Assist PCM, Clinical secretary, RN, Social workers.  Handle all incoming calls, to both main office and ARK location.  Process all faxes accordingly.  Keep accurate track of overnight calls, and team faxes.  General Administrative duties.  Answering phones.  Processing invoices.  Data entry of all purchase orders, using scanning system, batch invoices and close file.  AS400 used.          Administrative Assistant II/HR Coordinator   08/2002   to   01/2004     Company Name   City  ,   State       Assist management in coordination of organizational administration activities (performance review, cost center updates, customer issues) and within scope of authority, resolve problems and issues independently and proactively.  Responsible for the daily operations of the field office, assuring employees were up to date with pertinent information; work closely with the Office of Building in any issues.  Prepare and process, submit reports, timekeeping and other payroll and business operations processes; train staff or management on timekeeping and other administrative processes.  Expense reports submission.  Review; approve all invoices/billing for process.  Submission of checks for payments.  Utilize SAP program.  Assist management in special projects.  Attend meetings, seminars and record notes or provide information when needed.  Schedule and coordinate meetings, conferences, travel arrangements and maintain group or manager's business calendar.  Manage the process of on-board additions/transfers to staff to assist the manger in ensuring a smooth transition.  Responsible for the day to day coordination and routine administration with LAN activities for field office.  Interface with internal and external contacts regarding business unit administration issues and concerns.  Demonstrate the ability to organize and balance the responsibilities of budget control (travel, supplies, invoice processing).  Excellent interpersonal skills, with the ability to interact with internal/external business partners and staff at all levels.  Excellent organizational skills to prioritize and coordinate multiple tasks.          Education      Producers License  :   Life and Health   2013       Kaplan   City  ,   State               B.A  :   Business Administration   2018       Kaplan University   City  ,   State               Associate of Science  :   Business Administration   1992       Northwestern Business College   City  ,   State       Business Administration          Pastoral Counseling   2014       New Hope Counseling School   City  ,   State               B.A. (nonaccrediated)  :   Ministry and Biblical Studies   2014       International School of Ministry   City  ,   State               Skills     Administrative duties:   Active Learning, Calendaring, Client Relations, Computer Proficiency, Coordination, Creative Problem Solving, Critical Thinking, Customer Needs Assessment, Customer Service, Data Entry, Documentation, Email, Executive Management Support, Filing, Grammar, Internet Research, Letters and Memos, , Multi-Task Management, Organizational Skills, Prioritization, Scheduling, Service Orientation, Telephone Skills, Time Management, Travel Arrangements,  Type 85 WPM, Typing, Vendor Management, Documentation auditor.  Hospice Assistant, Human Resources assistant. Invoice processing,  Order entry,  Re-pricing of claims, Receptionist, Recruiting and trainer.    People skills : great enthusiastic people person, advanced problem-solving, great organizational skills.   Computer skills:   MS Office, Data entry, RIMS, SAP, Outlook, Data Warehouse Maintenance, Provider Maintenance Microsoft Excel, Microsoft Office Suite, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word.    