Janet Fallis

Objective
To obtain a challenging position where my management skills and customer service
experience can ensure and exceed customer expectations.
Summary
Operations Manager and Call Center Supervisor with 20 years experience in managi
ng both agents and client customer relationships. Skilled in developing procedu
res and implementing changes quickly to meet corporate and department objectives
. Adaptable to various products, systems and new technology changes. Participat
ed in cross functional teams and training departments.
Professional Experience
Vangent - contracted by the U.S. Census Bureau, Sandy, UT 2009-2010
Call Center Supervisor
Manage 25 agents that take both inbound and outbound calls from respondents rega
rding the 2010 Census Questionnaire.
Facilitate weekly one on one coaching, team meetings and row meetings.
Approve daily payroll punches using TimePro and quality scores using EyeQ360.
Coach agents performance metrics daily and weekly including quality scores, sche
dule adherence and attendance.
Monitor agents productivity and adherence using real time adherence (RTA).
Participant in bi-weekly calibration meetings to ensure consistency with service
quality assurance (SQA).
Maintain supervisor log to track agents attendance calendar, point tracker, disc
ussion log, write-ups, one on one meetings, SQA daily evaluations and Cognos wee
kly scorecards.
Provided training to new hires utilizing Adobe Pro software due to overload of n
ew hires.
Blue Healthcare Bank (BlueCross BlueShield)
2006-2009
Operations Manager
Developed procedures as well as monitoring and tracking first level support call
s.
Created scripting for both email and phone support for escalated one call custom
er resolution.
Designed customer service using Enterprise Wizard for tracking corrective action
resolution, achieving 98% complete within 24 hours of receipt.
Researched resolution issues and provided feedback while ensuring customer satis
faction targets.
Provided oversight of third party call center teams with emphasis on providing f
eedback, coaching, analyzing and reporting.
Planned and implemented strategies to enhance productivity and improve customer
experience relationships.
Knowledge of Enterprise Wizard, Lexis-Nexis, EDI files, Documentum (Management s
ystem), Metavante banking system and ebanking systems.
FSA/HRA/HSA Operations Manager
One of the 10 people on the enhancement committee at Blue Healthcare Bank.
Developed and managed fulfillment forms, collateral and enrollment material in s
upport of new product launch in a start up environment to increase productivity.
Managed year end reporting: 1099, 5498 and forfeiture reports.
Utilized in-house reporting and system review to identify potential risks.
Created, enhanced and managed products and/or programs to meet goals and increas
e profitability in both function/cross function project management experience.
Demonstrated result, relationship, thought, and change leadership within the org
anization.
Senior Operations Analyst
Performed User Acceptance Testing of vendor systems and portals resulting in rec
ommending changes, enhancements and timelines.
Performed quality testing on websites, vendor portals and system enhancements su
pporting an on-time implementations.
Championed change management within department and realigned goals to meet corpo
rate and department objectives.
Provided product and system understanding through training departmental and cros
s-functional teams.
Demonstrated result, relationship, thought, and change leadership within the org
anization.
Managed CSR tracking system, claims processing system and banking reporting.
Meritain Health (formerly Performax), SLC, Utah 1999-200
Service Account Consultant/Account Manager
Effectively managed client relationship accounts related to medical, consumer dr
iven products, prescription, vision and dental benefits.
Proven management of customer service relationship with employee, employer, vend
or, provider and both vendor claim and customer service teams.
Successfully conducted renewals, defined plan setup on multiple vendor systems.
Proven knowledge of Medicare, HIPAA, COBRA and Section 125 and IRS Regulations a
ssisting in educating clients understanding.
Ensured quality setup of billing related to renewal of rates and benefits in sys
tem resulting in correct payment of claims.
Cultivated relationships that enabled trust of my knowledge and experience.
Coventry Healthcare (formerly First Health), SLC, Utah 1989-1999
Implementation Benefit Coordinator and Eligibility Manager
Managed eligibility department of 25 employees to ensure high level of accuracy
of customer information.
Completed performance reviews and coaching for department employees.
Built relationship with client to ensure customer satisfaction.
Managed and implemented clients benefits on claim administration system.
Configured database to ensured implementation and quality assurance of client be
nefit plan design.
Managed funding and bank account setup for claims payment for clients.
Ascertained high accuracy to meet goals related to setup and claims processing.
CERTIFICATIONS AND EDUCATIONS
Salt Lake Community College 2 years of business and marketing, SLC, Utah.
Federal Government Security Clearance, 2010 census project, Sandy, UT.
Registered Producer of Life, Accident and Health with the Utah State.