Antonio Carrasco
Customer Care Supervisor at Sharp Health Plan
- Role
- Customer Care Supervisor at Sharp Health Plan
- Location
- San Diego, CA, US
- LinkedIn followers
- 500 followers
About Antonio Carrasco
Highly experienced and knowledgeable leader with excellent verbal and written communication, analytical and human relations skills. Uses creative approach to solving problems and optimizing team potential and performance. Offers over 19 years of proven success as a business leader who collaborates effectively across all functions to build winning strategies and execute plans to maximize customer satisfaction.
Experience
Customer Care Supervisor
Dec 2017 — Present · San Diego, CA, US
Recruited, hired and trained call center employees.Managed, directed, coached and developed a team of 7 Escalations Specialists and 6 Written Correspondence representatives in a high volume call center. Oversaw performance through coaching sessions, performance improvement plans and corrective action as needed.Quality monitored phone calls to ensure customer and company standards were being met.Participated in monthly Quality calibration sessions. Resolved escalated customer concerns/issues as needed.Reviewed and responded member grievance requests.Implemented new policies and team metrics.Collaborated with call center management to improve processes and reduce call volume.Monitored daily call volume to ensure staffing efficiency and service levels were met.Served as call center liaison for Covered CA.Managed internal escalation and social media requests.Assisted with the creation of resource articles for the knowledge base.
Skills
- Bmc Remedy
- Workers Compensation
- Resource Management
- Escalation
- Management
- Cable Television
- Internet Services
- Cable Modems
- Restaurant Management
- Docsis
- Voip
- Avaya
- Technical Support
- Routers
- Wireless
- Workforce Management
- Telecommunications
- Time Management
- Quality Assurance
- Telephony
- Workforce Planning
- Ethernet
- T1
- Leadership
- Troubleshooting
- Vendor Management
- Coaching
- Call Centers
- Ip
- Supervisory Experience
- Ivr
- Computer Network Operations
- Driving Results
- Highly Detail Oriented
- Human Resources
- Cabling
- Call Center Start-Up
- Communication
- Call Center
- Customer Retention
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