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Skills

  • Conflict resolution and mediation
  • Customer service
  • Complaint resolution success rate
  • Category equipment
  • Informational materials
  • Data analysis for trend identification
  • Problem resolution
  • Community-based resources
  • Digital experience optimization
  • Customer engagement lifecycle management

Work Experiences

  • Achieved 32% reduction in case duplication.
  • Oversaw enrollment, transportation, and paperwork for people who wanted to use community resources.
  • Achieved a 34% reduction in complaints by proactively identifying and addressing recurring service inconsistencies.
  • Achieved resolution within 6 months.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Answered 8 calls per the past year to help customers with their questions and concerns.
  • Achieved a 39% improvement in first-contact resolutions.
  • Achieved a 25% success rate.
  • Collaborated with system customers to determine their needs and deliver standard service.

Summaries

  • Achieved a 54% decrease in technical support calls.
  • Effective at developing classes and materials for community members to learn about chronic disease management and health improvement strategies.
  • Achieved zero service interruptions.
  • Achieved a 21% improvement in member satisfaction.
  • Member Advocate is a multi-talented Member Advocate who is consistently rewarded for planning and operational improvements.
  • Achieved a 50%-reduction in service response times.
  • Dedicated healthcare professional with experience coordinating training, paperwork, and community resources.
  • Committed to providing hands-on support and education to members of the community who want to improve their health.
  • Advocated for meaningful product improvements.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Achieved a 37% customer satisfaction improvement after implementing a new post-interaction follow-up process designed to enhance member experience.
  • Successfully onboarded over 15 new members to a digital platform, achieving a 100% satisfaction rate within the first 18 months.
  • Worked closely with the support team to ensure all member inquiries were resolved within three years, achieving a complaint resolution success rate of 66%.
  • Implemented a data-driven follow-up system that increased member retention rates by 48% over several months.
  • Trained 16 new member advocates in customer service best practices, increasing overall team performance by 25%.
  • Collaborated with team of 4 in the development of metric.
  • Revamped member onboarding resources, supporting a 46% increase in successful first interactions and driving long-term engagement.
  • Analyzed 16 support tickets to identify common service issues, driving changes that resulted in a 82% reduction in recurring member complaints.
  • Identified and streamlined inefficient protocols, contributing to a processing time reduction of 49% across all member services.
  • Recognized with the Excellence Award for outstanding member advocacy performance, resulting in improved NPS score by 7 points.

Affiliations

  • Society of Human Resource Management
  • Global Contact Center Awards and Certifications (GCCA)
  • American Society of Safety Professionals
  • Association of Support Professionals (ASP)
  • Digital Customer Relationship Management Professionals (DCRMP)
  • Freemason
  • International Association of Administrative Professionals
  • Global Center for Customer Experience Innovation
  • American Association for Public Administration (AAPA)
  • National Association of Healthcare Access Management (NAHAM)

Certifications

  • Certified Call Center Manager (CCCM) - Ironclad Systems
  • Advanced CRM Solutions Certification - Microsoft Excel
  • Certified Performance Metrics Analyst (CPMA)
  • Microsoft Certified Systems Engineer (MCSE)
  • Professional in Customer Experience (PCX)
  • Certified Public Accountant (CPA)
  • Certified Outreach Program Coordinator (COPC)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Communication and Engagement Expert (CCEE)
  • Certified Feedback and Survey Analytics Professional (CFSAP)

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