Ronald Bailey
Customer Operations Supervisor @Independence Blue Cross
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WORK HISTORY
Customer Operations Supervisor @Independence Blue Cross
Philadelphia, PA, US
Provide guidance, growth and support for 15+ customer service representatives in support of insurance providers. Review/identify KPI opportunities and develop agents to handle customer inquiries. Participate in peak recruiting. Provide real-time support to agents and cover extended hours when required.
EDUCATION
West Chester University of Pennsylvania
Liberal Arts and Sciences/Liberal Studies
ABOUT RONALD BAILEY
Customer Service leader with more than 20 years of experience supporting Fortune 100 telecommunications sector. Expertise includes managing through influence, call center management, operations report development and analysis, billing, recruiting, onboarding, cross-training, demand staffing, improving operational efficiencies, resource scheduling, KPI’s, best practices implementation, and safety compliance. Known for collaboration, building high performance teams, and profitably meeting customer commitments.Feel free to reach me at: b••••••••@comcast.net- Increased productivity by 15% and on time guarantee achievement by 25% by using weekly KPI reports for technical incentive program payouts- Increased billing efficiency by 75% by consolidating six (6) BP Statements of Work into a single regional format with consistent billing codes that reduced contract labor expenses by $1.5M- Pioneered BP Self Invoicing program and reconciliation process that decreased contract labor by $2.1MCore Competencies: Operational Compliance | KPI Report Analysis | Expense Management | Cross Functional Collaboration | Quality Control | Project Implementation | Call Center Management | Performance Management | Process Improvement
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