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Skills

  • Communications
  • Staffing and scheduling
  • Operations management
  • Process improvement
  • First Aid/CPR
  • Client Communication and Diplomacy
  • Team management
  • Sales and marketing
  • Relationship development
  • Business Administration

Work Experiences

  • Achieved a 16% reduction in customer complaints.
  • Achieved 6% fewer regulatory penalties year-over-year.
  • Developed strong relationships with clients by following up on previous purchases and suggesting new products.
  • Verified and updated customer contact information in Tableau to build and maintain an accurate customer database.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Shared my knowledge and expertise with coworkers in order to raise employee awareness and productivity.
  • Used forecasting to figure out what changes needed to be made in the supply chain.
  • Established, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Improved filing systems for confidential client records and reports increased operational efficiency.
  • Used performance data to evaluate and improve operations, as well as forecast needs and target current business conditions.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Competent offerings, pricing, and market positioning, as well as demonstrated Adobe Creative Suite expertise.
  • Optimize long-term success by effectively balancing targets with resources.
  • Achieved consistent service excellence.
  • Achieved a 8% increase in team productivity.
  • Computer and multitasking skills are required, as well as the ability to work in a fast-paced inbound call center environment.
  • Customer Service Eligibility Supervisor with 3 years of successful team leadership and stakeholder engagement experience.
  • Dedicated to providing high-quality services and products.
  • Customer Service Eligibility Supervisor who is high-energy and has 13 years of experience answering customer insurance questions and assisting with claims.
  • Commended for cutting operating costs by 9% and supervising 18 employees, including sourcing, interviewing, and hiring.

Accomplishments

  • Mentored new hires in category, improving their first-contact resolution rate by 18% within 18 months of onboarding.
  • Introduced and optimized a queue management system, which improved response times during peak hours by 31%.
  • Implemented teamwide use of process, raising overall department productivity by 26%.
  • Introduced new team scheduling practices that optimized time management, reducing average customer wait time by 74% during peak periods.
  • Tracked and analyzed customer service metrics, developing targeted strategies that increased customer satisfaction scores by 71%.
  • Built a data-driven customer feedback program to identify and mitigate recurring service challenges, resulting in 58% boost to customer retention.
  • Collaborated with team of 2 in the development of initiative.
  • Rolled out new eligibility management process enhancements that reduced repetitive inquiries by 18% and saved 2 hours per week.
  • Designed and implemented a real-time audit process for eligibility verification, leading to 28% reduction in audit discrepancies.
  • Resolved product issue through consumer testing.

Affiliations

  • Society for Human Resource Management (SHRM) – Conflict Resolution Specialist Certification
  • Jaycees
  • International Council of Nurses
  • Rotary International
  • Customer Contact Week (CCW) Network
  • National Association of Social Workers
  • Customer Service Excellence and Leadership Forum
  • Society of Women Engineers
  • Call Center Management Association (CCMA)
  • American Management Association (AMA) – Customer Service Division

Certifications

  • Certified Compliance and Ethics Professional (CCEP) - Vantage
  • Project Management Professional (PMP)
  • Lean Six Sigma Green Belt Certification – Ironclad Systems
  • CompTIA A+ Technician
  • Cross-Functional Team Leadership Certification - Northwind
  • Cisco Certified Network Associate (CCNA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • ServSafe
  • Certified Public Accountant
  • Performance Metrics Certification - Harbor & Co.

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