Manager II – Customer Care, Government Business Division - ANTHEM, INC. - Woodland Hills, CA
(2015-01 - 2026-07)
- Led, coached, and developed a department of up to 35 Customer Care Representatives and up to 6 Operations Experts, including succession planning and career development.
- Increased quality audit performance from 96% to 98% while maintaining schedule adherence 1–3 percentage points above goal.
- Achieved the department's highest Medallia first-contact resolution satisfaction score, reaching approximately 80%.
- Monitored handle time, occupancy, staffing, adherence, quality, and customer-experience results to identify performance gaps and improve operational efficiency.
- Coordinated customer-experience, new-hire, and intermediate claims training; developed follow-up training and one-on-one coaching to address product-knowledge and service-skill gaps.
- Administered quarterly and annual performance reviews, development plans, career progression, coaching, and corrective-action processes.
- Advised employees, peers, and leaders on workplace concerns, organizational change, employee development, organizational structure, and retention.
Tier I Program Manager (Contract) - ADVANTAGE RESOURCING - Torrance, CA
(2012-10 - 2014-06)
- Served as the on-site liaison between client management and product engineers and helped interview, hire, and develop 20 engineers.
- Maintained a 95% service level across 600+ daily technical calls while meeting a 660-second average handle-time goal.
- Achieved an 83% Tier I quality survey rating—eight percentage points above the contract goal.
- Partnered with client management on new-hire training objectives and coached associates on quality, attendance, performance, retention, and career development.
Contact Center Senior Supervisor - LOJACK CORPORATION - Palmdale, CA
(2009-10 - 2012-04)
- Managed and recruited up to 30 Dealer Services Representatives and two team leads.
- Led performance against key indicators, including 90% service level, 90%–95% call quality, and a 2% error-rate target.
- Redesigned and administered the call quality monitoring program to strengthen performance evaluation and coaching.
- Supported supervisors in the Massachusetts location and partnered with Field Operations and Business Development Managers to maintain customer satisfaction.
- Recognized by senior management as the top supervisor in the Leadership 360 survey.
Call Center Manager - OTIS SPUNKMEYER, INC. - Commerce, CA
(2003-10 - 2008-09)
- Managed and recruited up to 20 Customer Service, assistant manager, and three team leads.
- Conducted hiring and performance reviews and created an All-Star recognition program to reward monthly and quarterly achievement.
- Supported an approximately $32 million annual sales budget by identifying trends, recommending product assortments, and developing territory and account strategies with Sales Center Managers.
- Managed profit-and-loss performance and partnered with Quality and Training leadership on employee coaching and development.
