Anna Romina Dumas

*Daily maintenance and management of KPI to ensure maximum billability and prevent
penalties.
* Realtime queue monitoring using CMS and Zendesk to ensure that team members are adhering to schedules and plotted auxes and time offs.
* Coordinating and escalating to Operations all call outs that may affect delivery of KPI.
* Report extraction and generation hourly, day-end and month-end for Operations and Client's perusal.
* Collating and Maintenance of agents' files for billing and data source.
* Lead daily and weekly calls in relation to Workforce related stats of Operations, explaining and giving
recommendations on how to improve performance day by day and plan in advance to ensure passing KPIs by end of month.
* Provide detailed root cause analysis for failed day end performance together with appropriate action plan to be discussed with Ops and clients, calibrate and collaborate with them to come up with the most favorable action plan.
* Maintaining and making adjustments on staffing depending on impacting factors (absenteeism, call volume, schedule adherence) to maximize staffing on hand to be able to meet KPIs.
* Coordinating and suggesting possible opportunities in schedule adjustments with the Planner/Scheduler based on daily trends.
*Plotting schedule exemptions on Verint as not to impact Team Members' adherence.

* Answers Member's Calls regarding their Healthcare Benefits under Medicare.
* Provides coverage details, any out-of-pocket expenses and the need for Prior Authorization for any procedures needed by the member.

-Responsible for Real-Time monitoring of operations' activities by using CMS and RTA.
- Making sure that AHT is within the target by initiating a bridge with operations, where call outs are made for those agents that are beyond the target AHT.
- Responsible in plotting everyday exceptions, planned and unplanned by using eWFM as the tool.
- Responsible in maintaining employee information like head count, staff file, terminations, new hires etc.
- Responsible in maintaining EOD target for Phone and InChair Occupancy by systematically and strategically managing Aux usages, real time pull outs, breaks and lunches.
- Responsible in generating and analyzing trend reports for AHT, In Chair and Phone Occupancy to serve as basis for operations to be aligned with target.
- Responsible in aiding Schedulers in maintaining everyday efficiency of the schedules by making temporary changes and swaps.
- Responsible for collaborating and contacting responsible parties for system issues and outages.
- Serves as the POC for all requests of the operations to the client's command center.
- Average working knowledge with MS Excel. Very proficient with eWFM, RTA and CMS Avaya.

- Answers queries of Dental Assistants and Secretaries regarding patient's Dental Insurance
- Claims review and rework

- Responsible in managing agent's daily schedules and adherence using RTA tool, real-time monitoring and skilling using CMS application and plotting segments and exceptions on agent's schedule using eWFM tool.
- Responsible for Real-Time Management queue.
- Responsible in maintaining targets for Service levels, Occupancies and Abandons. Plans and executes real time and and long term course of action to reach and maintain values above expectations.
- Generating and explaining interval reports that is sent out to clients and operations.
- Analyzing IDP and staffing requirements proposed by schedulers to be the basis for approval of required OTs and phone time offs.
- Coordinating with operations regarding agent's activity alarms and escalations if due.
- Knowledgeable in using Avaya CMS, RTA Tool, Genesys, CC pulse, and Aspect eWFM.
- Responsible to real-time communication with the Global Command Center.
- Serves as the primary point of contact for GM with Workforce related topics and managing the production floor real-time with GCC's guidance.
- Managing respective site staff information and assisting with new projects and process implementation.

-Responsible in aiding Customers with problems and questions regarding an Accounting software.
- Basic trouble shooting and Customer Service

- Responsible in aiding Customers with problems and questions regarding an Accounting software.
- Basic trouble shooting and Customer Service