Zhi Liu
About Zhi Liu
Zhi Liu is a Contact Center Supervisor at Maximus, overseeing the NY State of Health project since 2013.
Title
Zhi Liu is currently the Contact Center Supervisor for NY State of Health at Maximus. In this role since 2013, Liu has been instrumental in managing and guiding a team of contact center agents, overseeing the day-to-day operations, and ensuring high levels of service delivery.
Professional Experience
Zhi Liu has a rich professional background, starting his career at HSBC as a Bank Teller and Customer Service Representative from 2008 to 2009. He then transitioned to an IT Student Assistant role at Stony Brook University, working from 2007 to 2009. Liu later joined Nanjing Zhongbei Corporation as General Manager Assistant, a role he held from 2009 to 2011. In 2011, he briefly worked as a Marketing Specialist at Global Link In Management for four months. Since 2013, Liu has been with Maximus, where he serves as the Contact Center Supervisor for NY State of Health.
Education and Expertise
Zhi Liu attended Stony Brook University, where he studied Finance and Business Administration. He earned a Bachelor of Science (BS) in Finance and a degree in Business Administration (Finance), completing his studies in 2009. These academic credentials have provided Liu with a strong foundation in financial principles and business operations, which he has applied throughout his diverse career.
Leadership and Training
In his role as Contact Center Supervisor at Maximus, Zhi Liu leads a team of 13 agents. He sets performance expectations and helps team members develop their career goals. Liu is responsible for training new hires on phone operations, application errors, claims reports, and quality assurance expectations. Additionally, he conducts monthly interviews to hire qualified candidates, with a focus on assessing behaviors and language skills.
Data Analysis and Process Improvement
Zhi Liu utilizes his analytical skills to create PivotCharts for analyzing team performance metrics on a monthly basis. His data-driven approach helps identify areas for improvement and optimize the efficiency and effectiveness of the contact center operations. Liu also managed the revision of Chinese TRR (Simplified and Traditional) in the marketplace for the Department of Health, showcasing his ability to manage complex projects and processes.