Steven Serrano

Customer Service Contact Center Team Lead for two major Medicare Advantage Organizations in Servicing Partnerships with Blue Cross Blue Shield of Michigan. Goals & Responsibilities: - Provide World-Class Customer Service through multi-channel communication systems - Effectively communicate between servicing partners, internal operations and front-line associates - Strive for First Call Resolution utilizing Ulysses Learning's Service Mentor call strategy - Engage in associate development, training and assignment in a logistically-challenging environment - Obtain 100% call center satisfaction scores recorded through Sensors Quality Management surveys - Maintain or exceed the (80/30) metric of 80% of calls answered in 30 seconds or less attributing to the Center of Medicare and Medicaid Services' quality star ratings - Enforcing identification verification guidelines and HIPAA guidelines as call handling requirement to ensure protection of Personal Health Information

As a Team Leader, I lead a team of Customer Service Representatives, Interviewers and Documentation Specialists in the Market Research Department. In addition to supervision and performance monitoring, I manage the daily scheduling, operation, productivity, project training, compliance adherence and IT solutions required to exceed specific client expectations while providing flexibility for as needed interdepartmental managerial support. Further responsibilities include the recruitment, interviewing and hiring of new associates in conjunction with Human Resources policy and procedures. I possess a full understanding of over a dozen different research, marketing, customer service and healthcare projects and their operational and workflow processes. I work and interact directly with clients daily and assure the precise implementation of data collection and analysis to provide an accurate, clean product above their expectation and ensure a high quality delivery of services provided.