Gloria Bingham

Experience

• 

  City of Houston

  Sept 1989 - Feb 2011

  Was responsible for implementing and then managing the 311 Call Center Operation. Had direct oversight of the daily operations for the 92 employees in the call center and was indirectly responsible for processing and handling more than 2.4 million calls annually.Processed thousands of letters, emails and faxes. Provided positive coaching and mentoring to the staff and was responsible for Quality Assurance. Houston's 3-1-1 was the first center of its kind to provide Municipal Court functionality from its service center. Executed and Managed annual budget of $5.1Developed and Maintained a positive relationship with clients and vendorsIncreased performance and productivity levels, reduced wait times and developed Script flows for each of the 19 City DepartmentsAnswer 2.4 Million calls annually with an abandonment rate of less than 4.0%Implemented a Centralize Service Request System which improved accountability and visibilityReduced the number of misdirected calls to 9-1-1 with the creation of the 3-1-1 SystemImplemented self serve web applicationIncreased collections by more than $100,000 monthly for the Municipal Courts in the first year of operationStreamlined and automated the Mayor's Correspondence Group saving the city more than $196,000Implemented VTO ( Voice Treatment Option)Implemented Intelligent skills based call routing, ideal for determining the best agent for the interactionImplemented Workforce ManagementImplemented Nice Quality Recording for quality monitoringImplemented a certified Customer Service Training Module for all 3-1-1 employees Implemented and created new Standard Operating Procedures for the center to maintain uniformityEstablished Houston as a trailblazer and industry leader in the 3-1-1 IndustryImproved the attendance of the staff by more than 65%Administered the Customer Satisfaction survey for the departmentManaged the call center & provided staffing 24/7 & activated the center during emergencies Show less

  • 311 Director

    Sept 1989 - Feb 2011

  • 311 Director, Asst. Director, Deputy Asst. Director, Admin. Mgr., Operations Mgr., Asst. PW&E Supv.

    Sept 1989 - Feb 2011
• 

  Cigna Health Spring

  Sept 2011 - Jun 2014

  Member Services Manager
• 

  CHRISTUS Health

  Jun 2014 - now

  Revenue Cycle Manager