Zaquan Cox

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Customer Support Supervisor

City of Kansas City

Feb 2025 - Current (1 year 5 months)

Supervised daily operations of customer support team to ensure quality service delivery.Trained and mentored staff on best practices for handling customer inquiries and complaints.Implemented process improvements to enhance efficiency and response times for customer interactions.Monitored key performance indicators, providing feedback to team members for continuous improvement.

Call Center Manager

Full potential solutions

Jul 2024 - Jan 2025 (7 months)

Led team of customer service representatives to improve call resolution efficiency and enhance customer satisfaction.Developed training programs for new hires, ensuring consistency in service delivery and adherence to company policies.Streamlined call center operations by optimizing scheduling processes, reducing wait times and improving resource allocation.Collaborated with cross-functional teams to address escalated customer issues, fostering a culture of teamwork and problem-solving.

Site Lead

AssistRx

Jul 2023 - Jul 2024 (1 year 1 month)

Guiding and motivating Patient Solutions teams, setting daily priorities, and ensuring tasks are completed.Managing call monitoring, data entry quality, and system data entry for programs.Working with supervisors, managers, and other departments to align activities.Identifying Subject Matter Experts (SMEs), supporting career paths, and providing feedback to leadership.Ensuring high-quality service delivery and performance metrics for patient support programs.

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Operations Supervisor

Maximus Federal Services

May 2022 - Sep 2023 (1 year 5 months)

Oversaw daily operations to ensure compliance with quality standards and operational protocols.Implemented process improvements that enhanced efficiency and reduced operational delays.Trained and mentored new employees on standard operating procedures and safety protocols.Coordinated cross-functional teams to streamline project workflows and enhance communication.Analyzed operational data to identify trends and recommend strategic adjustments for performance enhancement.

Retention Supervisor

Spectrum

Nov 2021 - May 2022 (7 months)

Developed retention strategies, enhancing customer loyalty through targeted outreach and engagement initiatives.Analyzed customer feedback to identify trends, driving improvements in service delivery and satisfaction rates.Led a team of retention specialists, mentoring staff to optimize performance and achieve departmental goals.Implemented data-driven decision-making processes, improving retention metrics through strategic interventions.Streamlined reporting processes using CRM tools, ensuring accurate tracking of customer interactions and outcomes.

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Account Service Specialist

True Accord

Aug 2019 - Aug 2021 (2 years 1 month)

Operate computers programmed with accounting software to record, store, and analyze information.Check figures, postings, and documents for correct entry, mathematical accuracy, and proper codes.Protects the privacy of health information of patients when using or disclosing Protected Health Information (PHI).Maintains records of pertinent program related information and compiles required data in reports.

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Senior Reimbursement Specialist

TrialCard

Sep 2017 - Aug 2019 (2 years)

Analyzed reimbursement claims to ensure compliance with payer guidelines and optimize revenue cycle processes.Developed training materials for new team members, enhancing onboarding efficiency and knowledge retention.Implemented process improvements that reduced claim denial rates and expedited resolution timelines.Collaborated with cross-functional teams to streamline workflows, improving overall department productivity and accuracy.Mentored junior specialists, fostering skill development and promoting best practices in reimbursement procedures.

Veterans Case Manager

TriWest Healthcare Alliance

Oct 2016 - Sep 2017 (1 year)

Coordinated comprehensive case management services for veterans, ensuring access to benefits and support resources.Developed individualized service plans by conducting thorough assessments of veteran needs and circumstances.Facilitated workshops and training sessions to educate veterans on available resources and entitlements.Collaborated with community organizations to enhance referral networks and improve service delivery for veterans.Assisted veterans in obtaining necessary documents for benefits claims, leading to increased approval rates.

Inspections Coordinator

Tyco Integrated Security

Nov 2015 - Apr 2016 (6 months)

Coordinate with subcontractors to perform work, place work orders, process purchase orders, and complete invoicing.Validate and perform invoicing transactions for inspection calls in Oracle based computer systems daily.Utilize extensive administrative, organizational, and communication skills to support the inspection team.

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