Munzer Baker

Gmr Call Center Manage, South Region @Global Medical Response

Clearwater, FL, US

Responsible for a team of supervisors and a team of Member Service Representatives (MSR) in the daily functions and successes of the Florida Member Service Center (MSC). Day to day activities include ensure daily goals and service levels are maintained, MSRs are engaged with our clients and that teams are performing at the highest levels. Summary of my responsibilities:* I am responsible for 120 employees• Develop and manage MSC day-to-day activities of in-house, remote and supervisor staff• Coordinate with MSRs supervisors and leads to implement programs to foster outstanding and state of the art communication and training techniques for in-house and remote MSC staff• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)• Work collaboratively with the work force management team to meet internal and external service level requirements. • Works with and supports MSC Director to meet budgeting and other financial objectives• Hire, coach and provide training, as necessary to personnel to maintain high MSC standards• Works with MSC Quality Assurance team to set goals and objectives to improve customer service, call intake processes, telephone handling and other MSR and supervisor process and procedures• Create programs that foster direct hiring of all staff while maintaining industry low turnover rates• Prepare reports for different departments or senior leadership• Adhere to all company policies and procedures.• Adherence to and compliance with information systems security is everyone’s responsibility. It is the responsibility of every computer user to: Know and follow Information Systems security policies and procedures. Attend Information Systems security training, when offered. Report information systems security problems.

Florida Atlantic University

Business Administration and Management, General

Broward College

Associate of Arts (A.A.)