Dedicated customer service professional with experience in medical and property and casualty insurance. Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Areas of Expertise Call Center Management Scheduling/Forecasting Customer Satisfaction Medical Insurance Coding Teambuilding & Training Microsoft Office
Customer Service Representative09/2012
to 05/2014 Cigna – Chattanooga,
Professionally interact with customers and health care providers to resolve inquiries.
Utilize information, facts, policies, procedures and resources to ensure accurate and efficient responses.
Accurately relay information concerning medical claims according to specified contract and network design Consistently exceed goals associated with average handle time, schedule adherence and quality.
Served on special taskforce charged with turning around under-performing CSRs, coached and provided refresher training which contributed to significant improvements in the representatives' overall customer satisfaction rating.
Exemplified the second-to-none customer service delivery for which Cigna is renowned in all interactions with customers.
Won "Cigna Campion Award" for instrumental role in mentoring newly hired representatives.
Manager Customer Service01/2003
to 11/2011 Unitrin Direct Insurance – Chattanooga,
Customer Service Representative, Work Force Mana09/1988
Recruited, hired, promoted and terminated staff.
Monitored service levels, call volumes and schedules; took action needed to ensure customer Satisfaction, cost control, and efficiency.
Developed daily call center team plans with strategic personnel.
Managed a staff of 25 inbound agents.
Handled escalated calls.
Conducted performance evaluations and counseling sessions.
Assisted with the annual staffing and expense plans.
Developed action plans to accomplish unit objectives and monitor and control daily workflow.
Key Accomplishments: Established higher call center standards by redesigning employee performance score cards to capture essential qualities of high-level customer service.
Strengthened service development program by integrating strong mentoring / coaching elements into new employee trainings.
Increased efficiency by playing a key role in the implementation and training of new call monitoring software system.
Introduced training programs that enhanced employee performance and helped buil.
Completed numerous courses and seminars in customer service, sales strategies, ethics, effective communication, time management, leadership and performance assessment.: -