Connie Brock
Quality & Performance Monitoring Manager; Customer Care and Order Processing at Cardinal Health
- Role
- Manager Quality Performance at Cardinal Health
- Location
- Cleveland, OH, US
- LinkedIn followers
- 500 followers
About Connie Brock
Results-driven leader with years of experience in call center(s) managing teams of customers service, sales and support functions. Passionate for the customer; internal and external, developing people and improving processes. Innovative and insightful leader with extensive experience that includes managing the Quality Assurance program for a major healthcare company.
Experience
Manager Quality Performance
Jul 2019 — Present
Edgepark MedicalResponsible for managing a global Quality Assurance team of 50 professional employees, frontline supervisors and business support staff who monitored the quality and compliance interactions of customer service calls, desktop processing of insurance verification, medical documentation, and claims, emails, and fax scanning for an average of 1,200 agents. The output of the team’s performance resulted in creating feedback loops, identify skill gaps, develop process improvement, create new and updated training to support our VOC and VOE strategies.
Education
Snider High School
High School Diploma, Business
Purdue University Fort Wayne
Business Administration and Management, General
Skills
- Sales Management
- Budgets
- Sales Process
- Sales
- Strategic Planning
- Management
- Team Building
- Customer Satisfaction
- Training
- New Business Development
- Motivation
- Operations Management
- P&L Management
- Customer Experience
- Contract Negotiation
- Selling
- Quality Assurance
- Leadership
- Sales Operations
- Customer Retention
- Inventory Management
- Customer Service
- Coaching
- Recruiting
- Call Centers
- Program Management
- Forecasting
- Cold Calling
- Crm
- Employee Training
- Project Management
- Marketing
- Cross-Functional Team Leadership
- Direct Sales
- Team Leadership
- Negotiation
- Account Management
- Vendor Management
- Process Improvement
- P&L
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