Alysia Manning Martin

•Assist to ensure 100% customer service task completion

•Direct Case Managers to work tasks based on priority and operational needs

•Maintain first call to patient within 40 minutes of data entry

•Motivate Case Manager team members

•Monitor team performance and report on key performance metrics (Ops Reports, Dialpad, ETHIC)

•Identify training needs and provide coaching (with help of Case Manager Trainer)

• Recognize high performance and reward expected behavior

•Communicate underperformance of Case Manager team members to management

• Listen to Case Managers’ feedback and escalate to appropriate department

• Provide daily check-ins with supervisor to communicate and establish team priorities

• Hold Case Managers accountable to their work schedule, including breaks and lunches

• Enforce schedule compliance

• Lead weekly 10-minute group meetings

• Conduct bi-weekly 1:1s with each Case Manager team member

• Case Manager responsibilities – Priority tasks and inbound

• Daily operations as a call center technician consist of managing a high volume of inbound and outbound calls. Reviewing prescription recommendations for Patient understanding, managing accounts and orders. Communicating with the Healthcare Providers to ensure each patient receives the best care.

• My role as a top Ultra Collector involved educating delinquent Synchrony Bank Cardholders on both outbound/inbound calls about their account status. This includes processing payments and claims such as fraud, disputes, complaints and settlements. In alignment with those tasks I also educate the consumer on different payment options necessary to bring their account current in order to prevent charge off while remaining compliant doing so.

• Daily responsibilities include mixing and serving cocktails, point of sale transactions, liquor inventory, maintaining and replenishing the bar, updating spill log and customer service. I also worked as the kitchen and floor attendant. This included, breakfast and lunch set up/breakdown, short order food preparations, serving, bussing tables, dishwashing, maintaining all food temp and waste logs, replenishing buffet line and opening and closing the food/beverage area of the American Admirals Club Premium lounge.

• Supervised and assisted with daily operations. Opening and closing the establishment. Hiring, training, supervising employees and scheduling. Cash handling, credit card transactions , overseeing banking transactions. Weekly inventory of goods, restocking, printing apparel, customer service and maintaining the upkeep of the store.