Patrice Turner

Call Center Manager with over 10 years of experience leading and optimizing customer service teams at major organizations like General Motors and Concentrix. Also experience in the Healthcare Industry, Demonstrated expertise in leveraging data-driven insights and real-time analytics to consistently meet and exceed KPIs. Proven track record in coaching supervisors, managing budgets, and driving initiatives that enhance customer satisfaction and operational efficiency. Eager to apply strong leadership and strategic planning skills to foster excellence in a best-in-class contact center environment.

Kyyba May 2024 - Apr 2025

Command Center Lead Farmington Hills, MI

Directed forecasting and tracking of customer growth using Nice IEX, ensuring transparency  into account status and proactive planning.

• Anticipated potential roadblocks from customer growth and implemented strategic measures to maintain uninterrupted operations.
• Contributed insights during    daily enterprise scheduling and staffing calls to align forecasts with operational demand.
• Reviewed action plans rigorously and monitored any deviations to uphold operational standards.
• Maintained a consistent 5-day forecasted staffing outlook using Nice IEX to prevent same-day shortages.
• Monitored key metrics across business units and reacted to emerging trends to support continuous improvement.
• Fostered supplier relationships by clearly understanding and conveying contract expectations and limitations.
• Partnered with global BPO operations to enhance efficiency and productivity across teams.
• Supported skill management initiatives and resource leveraging to meet evolving operational needs.
• Hosted operational bridge-lines to facilitate timely communication and issue resolution.
• Assisted with technical troubleshooting to minimize disruption in service delivery.
• Communicated effectively with General Motors management and partners to ensure alignment on key initiatives.
• Collaborated cross-functionally with internal teams to address customer needs and drive holistic improvements.
• Performed workforce management analysis to ensure proper coverage and tracked day-to-day key performance metrics.

Concentrix Dec 2014 - Dec 2023

Team Manager Farmington Hills, MI

Guided customer service representatives in delivering exceptional service aligned with the Ford-Lincoln Certified Pre-Owned(CPO) program objectives.

• Delivered client support to Ford, Lincoln, and Mazda dealerships across North America, ensuring  comprehensive resolution of customer inquiries. 
• Cultivated strong customer relationships by understanding business needs and tailoring support accordingly.
• Supervised daily call center operations to maintain efficient, fiscally responsible, and customer-responsive services.
• Trained new hires and reinforced performance goals using multiple communication channels including chat, email, and phone.
• Streamlined training processes by organizing and updating training materials, incorporating Microsoft Office proficiency.
• Conducted quality reviews on referral/prior authorization work and monitored recorded telephone calls to maintain service excellence.
• Managed data analysis and reporting for call metrics, utilizing CXOne and advanced Excel functions to drive workflow efficiency.
• Collaborated in process and procedure development to improve service delivery and customer satisfaction.
• Delivered one-on-one coaching sessions to ensure high quality work and resolve customer inquiries effectively.
• Acted as the primary liaison for client communications, promptly addressing and escalating complex issues as needed.
• Resolved internal and external complaints by compiling data for monthly performance reports and process improvements.
• Optimized scheduling and forecasting through Workforce Management systems and maintained attendance records via Workday and eStart. 
• Coordinated timekeeping and time-off requests, ensuring smooth operational flow.
• Evaluated call center performance and recommended merit increases, promotions, and corrective actions as appropriate.
• Participated in critical meetings and special projects, leveraging tools such as Avaya and Salesforce  to support change initiatives.

Health Alliance Plan Oct 2009 - Nov 2014

Call Center Operations Supervisor Detroit, MI

• Supervised and developed workflow activities by overseeing workforce management, forecasting, scheduling, payroll, and phone queue assignments; improved productivity through trend analysis. 
• Onboarded new customers using Impact 360/Verint, ensuring seamless integration and improved customer satisfaction
• Managed customer project transition for successful product adoption, facilitating improved customer integration and satisfaction
• Developed scalable systems using CMS/Center VU to educate customers through each stage of the lifecycle, increasing customer engagement and satisfaction 
• Ensured compliance with Health Maintenance Organization (HMO) and other regulatory agency guidelines, such as NCQA.
• Maintained quality control within Customer Services based on live monitoring of calls, member feedback via letters, phone, e-mail, HAP's website, member survey cards, and quality audits. 
• Assessed employee performance and initiated specific coaching ,including disciplinary actions within union guidelines, enhancing staff productivity and compliance
• Developed call center statistical analysis reports using Excel to inform forecasting and capacity planning.
• Handled member complaints received through various high-level channels, ensuring customer satisfaction through effective resolution of issues

Wage Works Nov 2006 - May 2009

Call Center Supervisor Troy, MI

Supervised Customer Service Representatives and lead in a high volume call center to ensure service levels and client satisfaction, high call completion and accuracy of information as a result of proper training and coaching, Developed and implemented performance improvement plan to improve quality and performance, Provided leadership and management performance to achieve a range of service and operational goals in Health Savings Accounts (HSA), Health Retirement Accounts (HRA), Flexible Spending Accounts (FSA), and commuter products, Interviewed potential Customer Service Representatives, Took escalations and questions for Customer Service Representatives, Established, monitored, coached, and provided daily, weekly, and monthly feedback regarding performance against required individual goal achievement, Resolved Team Member issues/problems, Communicated and managed expectations for quality and accuracy of work, as well as key productivity metrics associated with service levels achievements, Monitored schedule adherence and attendance to ensure compliance with company standards, Provided motivation, leadership,  and role model expected behaviors in areas of job performance, work ethic standards, self-management and employee empowerment, Maintained a high level of product, process, and competitive knowledge, Prepared and gave formal written performance appraisals to direct reports using Halogen E-Appraisal performance management system, managed the time keeping, payroll, and scheduling of  employees as needed. 

Bachelor's degree in English from  Michigan State University with a focus on linguistics and humanities