High-energy enthusiastic team player dedicated to process improvements and staff development. Successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth.
Effective workflow management
Effective problem solver
Root cause analysis
MS Office expert
Effective team leader
Strong leadership abilities
Excellent time management skills
Exceptional interpersonal communication
Implementation Analyst, 03/2013 to Current UnitedHealthcare – Tonawanda, NY
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Facilitated inter-departmental communication to effectively provide customer support
Effective liaison between customers and internal departments.
Maintained accurate records of customer account activity.
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Maintained up-to-date knowledge of product and service changes.
Managed work flow to exceed quality service goals.
Senior Operations Trainer, 03/2008 to 03/2013 UnitedHealthccare – Tonawanda, NY
Used role playing, simulations, team exercises, group discussions, videos and lectures to instruct participants in a variety of ways.
Extensively trained new and existing employees.
Reviewed daily metrics of account executives to evaluate their strengths and weaknesses.
Reviewed daily metrics of existing employees and new hires to evaluate their strengths and weaknesses.
Supervised and coordinated volunteer activities for the training team and each new hire class.
Actively envolved in employee engagement
Administered performance reviews to evaluate each participant's progress.
Used a variety of assessment tools and strategies to improve instruction methods.
Registered Nurse, Erie Community College North Campus - Williamsville, NY