Open to opportunities

Rosie Joseph

@rosiejoseph

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Experienced across healthcare, and customer service industries.

United States

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What I'm looking for

I am seeking a leadership role where I can drive operational excellence and foster team development in a dynamic environment.

I am a dynamic and results-driven Contact Center and Operations Leader with over 20 years of progressive leadership experience in high-volume environments across healthcare, finance, and customer service sectors. My expertise lies in managing large teams, implementing process improvements, and driving operational excellence that boosts customer satisfaction, team engagement, and profitability.

Throughout my career, I have been recognized for developing top-performing teams and leading cross-functional initiatives. I excel in exceeding KPIs through data-driven strategies and a coaching-first leadership style. My experience includes spearheading operational projects, optimizing onboarding processes, and enhancing service delivery, all while ensuring compliance and smooth transitions in workforce management.

Experience

Work history, roles, and key accomplishments

Current

Senior Supervisor, Remote Engagement Center

Current

Optum Health/UnitedHealthcare

Jan 2020 - Present (5 years 7 months)

Led a remote team of 30

50 agents and 1

2 team leads, providing mentorship and performance feedback via weekly check-ins and monthly town halls. Spearheaded operational projects, process enhancements, and technology adoption to improve service delivery.

Team Leadership KPI Analysis Process Improvement Employee Development

Senior Account Manager/Team Lead

Advantage Solutions

Aug 2015 - Present (10 years)

Managed a portfolio generating $3

5 million annually through omnichannel strategies and upselling. Directed project timelines and deliverables in collaboration with internal teams (sales, media, operations).

Account Management Digital Marketing SEO Social Media Client Relationship Management Project Management

Billing Specialist/Quality Assurance, Member Services

NationsHealth

Aug 2011 - Present (14 years)

Led billing and claims operations, resolving complex member issues and insurance disputes. Served as lead of the Grievance Department, reducing complaint resolution time by 40%.

Billing Operations Quality Assurance Grievances

Customer Service Manager/Merchant Manager

JPay Inc. Corporate Office

Jul 2007 - Present (18 years 1 month)

Oversaw escalations from correctional facilities and call center teams, improving resolution speed. Trained new hires on policies, products, and systems, and designed onboarding flow and support protocols.

Customer service management Escalation Management Training Development

Transportation Security Officer

Department of Homeland Security

Apr 2004 - Present (21 years 4 months)

Protected national security through thorough passenger and luggage screening. Maintained situational awareness in high-stress environments and reported suspicious activity.

National Security Screening Situational Awareness Customer Service Crisis Management

Supervisor/Lead Telemarketer/CSR

Precision Response Corporation

Jan 2001 - Present (24 years 7 months)

Supervised call center operations, delegated tasks, and performed performance evaluations. Developed quality assurance protocols and conducted live monitoring for coaching purposes.

Call Center Operations Quality Assurance Coaching Client Relations