Scott Lewis

Experience

• 

  Cigna Healthcare

  Oct 2001 - Oct 2002

  CSR II

  • Assisted clients and medical providers with verifying benefit coverage and obtaining pre-certification for treatment for over 50 organizations.• Verified status on claims and assisted with locating network providers throughout the world.• Answered questions for potential clients regarding coverage.• Worked with claims and medical review departments to ensure proper payment and timely processing.• Escalated medical claims for reprocessing when appropriate.Awards/AchievementsNetwork Solutions• One year perfect attendance award• 3 time Inner Circle quarterly award • Hazleton Hero monthly award Cigna Health Care• 2 time National Quality Quarterly Award• 100% Quality Quarterly Award Show less

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  Web.com

  Jan 2002 - Dec 2020

  *Responsible for performance managing up to 20 CSRs to meet Sales, Handle Time, Customer Satisfaction, Quality, Attendance, and Schedule Adherence objectives*Accountable for metrics at the team or queue level such as ABA, ASA, RPO, Dollar per Call and Conversion Rate.* Drive sales focus objectives for unit based products including Build It For Me * Develop and mentor Team Leads* Mitigate escalated customer requests via ticketing system and phone interaction* Work with Billing, Engineering and other back end departments to facilitate customer requests.* Isolate, coach and develop team members areas of opportunity* Create processes and documentation for new product and business strategies* Create, publish and facilitate training to support new concepts or new employees* Create supplemental training guides including workshops and job aids * Work with Marketing and Project Managers to implement strategies* Coordinate and facilitate Continuous Improvement concept, research, calculation, risk assessment and implementation Show less Technical Support Supervisor- Email• Responsibilities include all that are under the Technical Support Supervisor- Universal team• Additional responsibilities include:o Own, maintain and deliver Email Support Training to new employeeso Establish and manage Email team Scope of Supporto Support/manage multiple email product solutions o Work closely with Abuse Team and Server Admins to support AUP policy as well as ensure support teams have the proper toolso Support/manage RCOM HEX Welcome Call and ongoing Support pilot Show less • Responsible for performance managing up to 20 CSRs to meet Sales, Handle Time, Customer Satisfaction, Quality, Attendance, and Schedule Adherence objectives• Accountable for metrics at the team or queue level such as ABA, ASA, RPO, Dollar per Call and Conversion Rate.• Drive sales focus objectives for unit based products including Build It For Me • Develop and mentor Team Leads• Mitigate escalated customer requests via ticketing system and phone interaction• Work with Billing, Engineering and other back end departments to facilitate customer requests.• Isolate, coach and develop team members areas of opportunity• Create processes and documentation for new product and business strategies• Create, publish and facilitate training to support new concepts or new employees• Create supplemental training guides including pre-shifts, workshops and job aids • Work with Marketing and Project Managers to implement strategies• Coordinate and facilitate Continuous Improvement concept, research, calculation, risk assessment and implementation• POC for the facility as the only member of leadership on site after 6:30PM Show less • Built and continually improved the Quality program deployed to multiple contact centers across the US and Manila• Established a calibration and appeals program• Set benchmark goals that needed to be achieved in order to have a successful Customer Service interaction.• Trending analysis of areas of opportunity and strengths across the organization.• Developed/updated/improved training and processes to meet changing Customer and Business needs. • Managed Customer Satisfaction survey analysis and continuous improvement project plans. • Managed six Quality Assurance Coaches to ensure monitoring efficiencies, feedback guidelines and timelines are consistently met. Show less • Senior member and Team Lead for the Quality Assurance Department• Serve as a subject matter expert to provide clarification and directional guidance to support the objectives of the Organization.• Mentor and develop Quality Assurance Coaches to ensure they meet and exceed core objectives while supporting the company vision• Coordinate Quality Coach resources to ensure project deadlines are achieved and monitoring contributions are consistently delivered• Evaluate, create and update all Quality Profile documents to support ongoing business needs• Coordinate and facilitate Quality Assurance Continuous Improvement concept, research, calculation, risk assessment and implementation• Lead and participate in regularly scheduled calibration sessions at all contact centers to ensure consistent standards and feedback are being achieved• Create supplemental training guides including preshifts, workshops and job aids • Observe, evaluate and coach Specialists to be successful in core performance metrics including Quality Profile, Sales, Average Handle Time and Customer Satisfaction Show less

  • Technical Support Supervisor

    Nov 2002 - Dec 2020

  • Technical Support Supervisor- Email

    Nov 2012 - Nov 2014

  • Supervisor Technical Support- Universal

    Nov 2011 - Nov 2012

  • Supervisor- Operations Quality Assurance

    Feb 2011 - Nov 2011

  • Quality Assurance Coach

    Jan 2002 - Feb 2011
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  Newfold Digital

  Dec 2020 - now

  Senior Manager- Training Knowledgebase at Newfold Digital