Dwayne Robinson

Experience

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  AT&T Wireless Services

  Mar 1996 - Nov 2000

  Customer Service Manager

  - Managed a staff of 4 Supervisors, 1 Admin, 1 Voice Link Coordinator and a staff of 62 employees. Managed the activities in the credit and collections departments. Supervised the processing and verification of applications for credit and the solicitation for payment on overdue accounts. Managed day to day operations for the Central Region of the United States.

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  Allegiance Telecom

  Feb 2001 - Sept 2003

  Customer Service Manager

  Customer Care Manager - managed a staff of 5 Customer Service Supervisors and 55 Customer Service Representatives. Managed the day to day for business telecom installation operations in 32 markets across the United States.Selected Contributions:• Helped develop the Departments policies and procedures• Implemented a Career Pathing Program for customer service representatives• Developed the Supervisor and CSR performance requirements• Completed supervisor annual performance reviews.• Managed and published daily weekly and monthly performance reports to Customer Service Director Show less

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  Telvista

  Sept 2002 - Feb 2005

  Supervisor Customer Service

  Customer Service Supervisor - Led a staff of 27 Inbound Customer Service Representatives handling T-Mobile Wireless customers with new service, billing rate plans, and account maintenance. Managed the daily, weekly and monthly performance expectations for the department. Implemented training and performance tracking. Selected Contributions:• Managed the day to day operations of a 200 seat inbound customer service call center• Responsible for the day to day managing of 27 direct reports and 2 mentors• Quality monitoring individual and team dialer production requirements• Reported call center daily service level results to outsourcing management• Managed service levels, average handle time, the average speed of answer and staffing percentage to schedules. Show less

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  Tenet / Conifer Healthcare

  Feb 2006 - Oct 2011

  Customer Service Supervisor

  Self-Pay Supervisor, Led a staff of 19 Collections Specialist and the daily, weekly and monthly activities in the collections department. Managed the day to day processes and the department collections goals and budget. Introduced training programs that enhanced employee performance and helped build a motivated team. Selected Contributions:• Supervised Work Compensation, Third Party Legal medical accounts, and back-end collections process• Managed the 180 Day + delinquent accounts on auto dialer• Quality monitoring individual and team dialer production requirements• Managed a staff of 5 Insurance Claims reps inventory, production and call quality• Managed 14 Early-Out auto dialer collections specialist• Interviewed, hired• Monthly, quarterly and annual employee performance reviews• Monthly production and collections reports• Six Sigma Yellow Belt Certification 2010 Show less

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  HealthSmart

  Apr 2013 - Mar 2016

  Customer Service Supervisor

  Manage a staff of 12 customer service representatives and ensures that Customers and Clients are retained, satisfied, and that their needs are fulfilled. Responsible for designing and implementing improved process or operational policies. Recommends changes to products or services to fulfill customer and Client needs. Worked with the Claims, Provider Relations and Data Management Departments to ensure policies and procedures were met. Relied on experience and judgment to plan and accomplish goals. Reported to a senior manager and worked with Vice President of Network Operations. Show less

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  Homeland HealthCare, LLC

  Mar 2015 - Oct 2016

  Customer Care Supervisor

  Customer Service Supervisor to perform day-to-day management, motivation and training of HHC/City of Dallas Benefit Counselors. Responsible for directing a team of Benefit Counselors to handle inbound calls or outbound call efforts related to City of Dallas core insurance plan benefits. Applies knowledge of Homeland’s tools, policies, and procedures to provide COD employees with quality issue resolution and timely customer service.

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  InRoll, LLC

  Oct 2016 - Feb 2018

  Implementation Manager

  Administer everyday workflow of all implementation processes and provide technical support to all associates. Coordinate with team to resolve all issues within required timeframe and recommend appropriate changes to all policies and procedures and evaluate all implementation for team.Monitor all implementation requests and help with the day to day processes in the Operations Department. Evaluate all management information reports and ensure achievement of all team objectives and provide support to senior management.Evaluate all processes and provide technical support to Enrollment Services with client configuration requirements.Collaborate with the Software Engineer team to ensure compliance to all client EDI requirements. Develop reports and processes for the client implementation lifecycle and identify all defects and provide reports after implementation. Maintain all project plans and ensure compliance to timeframe and collaborate with Client Services, Enrollment Services and Software Engineers for all implementation processes. Show less

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  U.S. Employee Benefits Services Group

  Feb 2018 - now

  Technical Platform Analyst

  The Technical Platform Analyst is responsible for ensuring accurate and timely implementation and ongoing building of benefit plans into the online auto benefit enrollment platform; serves as a credible and reliable source of reference to the organization regarding benefit plan building and design, to ensure timely and accurate benefit applications and processing.Essential Functions:• Implementation of Benefit Plans into the platform through targeted building plan procedures• Revision of benefit plan design as needed to update for Client changes and ensure accurate and consistent benefit design within the organizational network• Ongoing testing of benefit plan designs to ensure accuracy within the systemKnowledge, Skills, Abilities:• A minimum of 3 years Benefit/Health Plan experience in employee benefit and/or insurance capacity required• A minimum of 3 years of experience interpreting benefit plan design and summary plan descriptions required• Excellent knowledge of online benefit enrollment systems required• Proficient in MS Word and Excel and have strong analytical skills• Familiarity with EDI import and auto adjudication.• Familiarity with worksite and benefit plan design terminologyCompetencies:• Works closely with Quality Audit team to facilitate benefit processes• Assists in identifying issues outside of the scope of plan building• Review the nuance of benefit plans and use a proactive approach to facilitate the enrollment and broker services process• Reviews completed plan building with department leadership• Provides assistance to client base through client service to resolve benefit plan design issues• Prioritizes assignments to ensure timely implementation of benefit plans• Exceptional relational and customer service skills• Disciplined, well-organized, detail-oriented and self-motivated Show less