Summary
Overview
Work History
Education
Skills
Timeline
Generic

Bradley Hollon

Winchester,KY

Summary

Talented professional considered knowledgeable leader and dedicated problem solver. Brings 15+ years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.

Overview

15
15
years of professional experience

Work History

Project Manager

TTEC
04.2020 - Current
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Supported implementation efforts for New York E-Zpass Call Center.
  • Tasks included RTM Mapping, SOP Creation, Action Item Tracking/Follow Up, ID Management, Client/Vendor Relations, CSR Troubleshooting, UAT Sessions, IT Coordination, Document Management, Client Document Sign Off, Report/Presentation Creation, Milestone Tracking, Outage Escalation, Meeting Coordination, Provide Support for Various Internal Systems.

Business Analyst

Faneuil
04.2020 - Current
  • TTEC purchase of Faneuil business lead to transition into new role as Project Manager to assist with NYCSC Implementation.
  • Promoted to Business Analyst tasked with ID Access Management, Report Creation/Updates, Client Communication, Internal/External Conference Calls, CSR Troubleshooting Support, Documentation Management, CRM Database Management, Outage Reporting, Escalation Tracking, Call Center Support, Staff and Equipment Tracking
  • Supervisor responsible for managing team of employees remotely while assisting with project implementation for the Massachusetts Health Connector.

Sr. Supervisor

Pearl Interactive Network
08.2013 - 04.2019
  • Managed team of customer service representatives for the Affordable Care Act (ACA) as a subcontractor of Maximus.
  • Experience with NGD, Empower, Avaya Phone Systems, NICE.
  • Assisted with reprogramming of phone systems.
  • Responsible for Interviewing, Hiring, Training, Development, Timecard Approvals, Termination, Coaching, Reporting, Retention and Morale Boosting.
  • Created various excel based tools for leadership team use to streamline production improvement.
  • Lead various internal KPI based initiatives to boost skill and morale for staff.
  • Participated and lead various leadership meetings.

Team Lead

Xerox
02.2010 - 08.2013
  • Promoted to Team Lead where I lead a department of fifteen employees responsible for processing claims
  • Responsibilities included Coaching, Training, Attendance Tracking, SOP Development, and Client Meetings
  • Promoted to Claims Research Rep responsible for reconciling rebates for customers
  • Began as a Customer Service Rep tasked with answering day to day phone calls for customer inquiries regarding medication refills

Education

High School Diploma -

George Rogers Clark
Winchester, KY
12.2005

Skills

  • Customer Support Expertise
  • Call Center Management
  • Data Entry
  • Adobe Acrobat Proficiency
  • Project Oversight
  • Microsoft Office Proficiency
  • Client Relations
  • ID Management Support
  • Team Collaboration
  • Advanced Problem Solving
  • User Acceptance Testing
  • Document management
  • Database management
  • Coaching and mentoring
  • CRM systems

Timeline

Business Analyst

Faneuil
04.2020 - Current

Project Manager

TTEC
04.2020 - Current

Sr. Supervisor

Pearl Interactive Network
08.2013 - 04.2019

Team Lead

Xerox
02.2010 - 08.2013

High School Diploma -

George Rogers Clark

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Bradley Hollon