April Charles

Experience

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  Public Consulting Group

  Mar 2013 - Mar 2019

  Operations Support

  Reviewed calls regarding enrollment, and claims to ensure agents are following HIPPA laws. Provided coaching and disciplinary documents. Provided floor coverage to the entire call center as needed. Communicated program changes via email, training classes, webinars, and Skype.Monitored and processed emails.Run Ad-Hoc reports checked authorizations and eligibility and updated Medicaid authorizations. Tracked, analyzed, and interpreted trends in the email process for Upper Management. Participated in leadership meetings and lead projects.Handle inbound/outbound supervisor and escalated calls.Corrected and updated timesheets for Medicaid workers.AccomplishmentsAssisted with launching the Medicaid Program for the state of Oregon. Developed a Quality Assurance document that allows the call monitoring to flow better. Which is now used in all 3 of the call centers.Assisted on a program to update Medicaid authorizations that allow over 123 workers to be paid, amounting to over 268,000. Show less

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  Momentive

  Aug 2019 - Nov 2020

  Senior Customer Service Associate

  Serve as prime internal contact for customer-related activities for Momentive; respond appropriately to all requests.Communicate proactively, in a timely manner with customers on requirements, order status, pricing issues, forecast, open complaints, etc. to ensure customer satisfaction. Manage large & strategic A and B customers depending on the business need.Build and maintain business strong relationships with customers through multiple communications channels.Generating revenue for existing customers. Analyze customer orders to resolve and correct pricing discrepancies, anticipate order delays, proactively analyze possible reasons, gather information on solutions, and present to customers to avoid late deliveries. Run order reports, identify open issues and find a resolution: correct. Respond to customer emergencies by identifying alternative solutions, analyzing the best low-cost solution and present to customers, and upon acceptance implementing the solution to mitigate the risk of fines and lost business.Ensure appropriate delegation of authority is documented and followed and perform all duties in compliance with company policies and procedures. Facilitate actions between multiple departments to meet customer-specific needs.Cross-train and provide backup for other customer service team associates as required.Participate in both internal and external order management audits. Show less

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  POWERHOME SOLAR

  Nov 2020 - Jun 2021

  Manager

  Run order reports, identify open issues, and find a resolution: correct. Forecast, and open complaints, to ensure customer satisfaction and to get customers scheduled for a service appointment in a timely matter. Build and maintain business strong relationships with customers through multiple communications channels.Resolving issues and complaintsWork with “Highly” escalated customers.. Expedite actions between numerous departments to meet customer individual needs.Cross-train and provide backup for other customer service team associates as required.Calculated agents’ annual review bonusesOversee, leads, coached, and trained agents.Monitor and process emails and team chats.Handle inbound/outbound supervisor and escalated calls.Participated in leadership meetings and led projects.Work with customers who were seeking legal actions helping them find a resolution to their situations.Setting up appointments with outside contractors and customers Show less

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  Cognizant

  Jun 2021 - now

  Service Delivery Team Lead

  Manage team membersPerforms day to day SLA ManagementImplement and monitors adherence to schedulesPerforms queue monitoringAttend meetings with upper managementProvides performance coaching and feedback Monitor call volumes and work with WFM to adequately staff teamsTrack SLAs daily and ensure adherenceReview the Best of Client measures daily to ensure productivity goals are achievedEnsure customer satisfaction for every Client customer through call monitoringDevelop and facilitate individual development plans, career growth, and performance reviews. Resolving issues and complaints Monitor and process emails and team chatsTrack and monitor agents’ PTO, UPTO, LOA, and SchedulesWrite and proofread interview documents. Conduct interviews with internal and external candidates. Show less