Jeff Denbaugh

Experience

• 

  Verizon Wireless

  Jan 1990 - Jan 2012

  Supervisor, Customer Service Operations
• 

  T-Mobile

  Sept 2013 - Jun 2016

  • Coach Business Sales

    Apr 2015 - Jun 2016

  • Supervisor, Customer Service

    Sept 2013 - May 2015
• 

  Bayou City Exploration Inc (BYCX)

  Aug 2016 - Mar 2017

  Account Executive
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  Empyrean Benefit Solutions, Inc.

  Mar 2017 - Feb 2019

  Team Manager

  Hired and mentored skill development of Team Supervisors to support frontline employeesGuided Team Supervisors during training and development of their teamsAnalyzed operational workflow to ensure quality, quantity, and efficiency standards met or exceeded KPI’sCoached staff members and supervisors in resolving problems and issues with internal and external customersEstablished, built, and maintained positive working relationships to ensure that all data is processed according to policyDesigned, implemented, and monitored reports and communications on a regular basis. Partnered with leadership in the development, implementation and improvement of departmental policies and proceduresDeveloped and oversaw quality processes to provide performance measurement standards for individuals and the departmentCoached employees on their professional development and performance via regular one-on-one meetingsEvaluated the team’s understanding of client plans and benefit regulations by randomly testing their knowledgeImplemented team development activities to motivate the team and ensure high morale and quality of service. Monitor and develop programs to enhance employee recognition and career development for individuals on the teamPartnered with human resources in recruitment, onboarding, and training of new employees and ongoing training and support for the team(s)Participated in Client implementation planning, documentation, support, and team trainingResolved complex, escalated customer service problems and from clientsDeveloped and implemented action plans to improve ongoing customer service delivery for specified clients Show less

• 

  HearUSA

  Feb 2019 - now

  Operations Manager

  Monitor workloads, productivity, and attendance for 23-member teamSupervise/coach team member diligence regarding the process of creating notes/uploading files and responding appropriately to adjusters/clientsPartner with Vice President to maintain and adhere to company budget and improve product/service marginsBid and win quotes with clients to provide services or products to claimantsAdvise team members on complex questions pertaining to claims, providers, clients, and claimantsExpand network development via outreach to service and medical providersCommunicate ideas to management to improve employee morale, customer service, and company performanceReceive claim information from clients and effectively communicate with each department to ensure claim is processedDelegate claim emails/faxes/mail to appropriate team members.Maintain claimant information in CRM system; train and ensure team members effectively use systemReceive calls from claimants/providers and effectively communicate the status of claims and how they are processed.Process orders from claimants and ensure orders are correctly entered in CRM.Ensure proper invoicing to customers by referencing CRM software.Communicate with Sales Staff regarding claims, processes, and customer service.Generate reports as needed (attendance, performance, outstanding processes and open orders) Show less