1. MICHELLE COLLINS
5505 Handel CT E, Richmond , VA 23234 804-617-2529
Miccol7895@gmail.com
SUMMARY OF QUALIFICATIONS AND SKILLS
 Six years of management experience
 Ten years of Customer Service experience
 Experience managing up to 25 employees at a time
 Excellent in Microsoft Excel, PowerPoint and Office
 Excellent verbal and written communication skills
 Strong with enforcing policies whiles providing support
 Excellent in collecting, organizing, analyzing and presenting important information
 Mentor, coach and facilitate up to 150 new employees at any given time
EDUCATION
Bryant & Stratton College, Richmond VA
 Bachelors in Business (General Management) Current
 Associates in Business Administration and Management December 2015
RELATED COURSEWORK
 Business Laws
 Business Principles
 Management Principles
 Public Speaking
 Group Dynamics
EXPERIENCE
General Dynamics,ChesterVA September2006 - Current
 CCO CHESTER WORKFORCE PILOT SUPERVISOR, JUNE 2014 – Present
-Provide well thought out,well written actionable Pilots including Project proposals.
-Supervision of up to 25 employees to assure productivity, quality, and timeliness of work in the completion of assigned
projects and departmental goals.
-Respond to supervisory or other priority telephone calls courteously and professionally.
-Complete and deliver employee performance appraisals and monitor staff quality and performance.
-Perform tasks to assure service level requirements; RTA, AHT, Adherence goals are met.
-Knowledge of the CSR Monthly Goal and Review Scorecard on a weekly basis .
-Attend Calibration sessions forthe purpose of keeping current on quality changes.
-Act as a Point of Contact as required

2. -Support and enforce call centerexpectations as well as departmental and corporate policies and procedures.
-Maintain department records.
-Complete and deliver performance warnings as applicable.
-Maintain schedule flexibility due to business needs; anticipate assigned shift change at any time.
 CCO NESTING POC, September 2013 – February 2015
-Mentor, coach and facilitate the up to 150 Nesting CSRs through successfulcompletion of the Nesting Program.
-Develop seating chart/floor plans to accommodate the Nesting agents on the production floor.
-Communicate with Work Force Management (WFM) to ensure all Empower segments are entered appropriately
-Interview and select up to 30 Peer Mentors (Tenured Agents)to assist with the Nesting process.
-Take Peer Mentor attendance daily and report any absences to the appropriate supervisor.
-Facilitate meetings with tenured agents,Nesting agents and/orSupervisors.
 CCO CUSTOMER SERVICE SUPERVISOR, SEPTEMBER 2010 - JUNE 2014
- Responsible for supervision of up to 20 employees to assure productivity,quality, and timeliness of work in the
completion of assigned projects and departmental goals.
- Interview and recommend hiring call center staff.
-Respond to supervisory or other priority telephone calls courteously and professionally.
-Complete and deliver employee performance appraisals and monitor staff quality and performance.
-Perform tasks to assure service level requirements; RTA, AHT, Adherence goals are met.
-Knowledge of the CSR Monthly Goal and Review Scorecard on a weekly basis.
-Support and enforce call centerexpectations as well as departmental and corporate policies and procedures
-Communicate pertinent program up dates in a timely manner.
-Maintain department records.
-Complete and deliver performance warnings as applicable.
-Maintain schedule flexibility due to business needs; anticipate assigned shift change at any time.
-Updating CSR Earned time-off that has been accumulated each week.
-Perform other duties as assigned.
 INTERNAL SUPPORT GROUP REPRESENTATIVE, JULY 2007 - SEPTEMBER 2010
-Served as a helpdeskto Tier 1s and 2s in all LOB
-Respond to supervisory or other priority telephone calls courteously and professionally.
-Provide knowledgeable responses in a timely manner while adhering to the Privacy.
-Assist supervisorwith Coaching
-Make sure EJT rosters are update and that team members have completed and signed the EJT rosters.
-Monitor Avaya at supervisors request as well as print reports upon demand.
-Side by side monitoring/Coaching
-Assisted a team consisting of15 CSRs
-Assist CSRs navigate through the systems and provide the CSRs with scripted information.
-Assisted supervisorwith Employee Database entries
 Medicare Benefits Specialist/Claims, October 2006 - July 2007
-Specialized in Medicare Advantage Plans, Medigap policies and Claims Part A, B and D.
-Assist persons who wish to enroll in Medicare Advantage Plans
- Comparing Medigap policies and guiding the caller's to the correct entity as to where to enroll.
-Assist Medicare beneficiaries with understanding claims status and processing.
-Explaining Claim denials
-Escalating calls to the MAC contractors as needed.
 General Medicare Representative,August2006 - October 2006
-Assisted callers with any Medicare related questions.
-Inbound calls from Medicare beneficiaries providing general knowledge of the Medicare program.
-Accessing appropriate scripting to provide general coverage information
-Assist persons who wish to enroll in Medicare Prescription Drug Plans

3. -Ordering Medicare Summary Notices and Medicare publications
CERTIFICATIONS
 Medicare Part A/B/DME Tier 1
 Medicare Part A/B/ DME Tier 2
 Six Sigma Yellow Belt
TRAININGS
 Planning and Implementing a Business Strategy
 HIPPA
 Presenting Successfully (VLC training)
 Leading an effective Business meeting (VLC training)
 Time management: Planning and Prioritizing your time (VLC training)
 The Mechanics of Communicating effectively (VLC training)
 Workplace Communication skills (VLC training)
 Communication Etiquette (VLC training 2013)
TECHNOLOGY
Software
 Microsoft Office 2013
Operating Systems
 Windows
 Avaya Call management
 Real Time Adherence