Experience

• 

  Independent herbalife distributor

  Jun 2001 - now

  Millionaire team member
• 

  Vangent, inc.

  Jan 2009 - Jan 2010

  Manager - us census

  Resolved escalated calls, managed international team members, retained team members through effective communication skills and developed team members phone skills to find creative solutions to achieve exceptional customer loyalty and recognition

• 

  Herbalife

  Jan 2010 - now

  Wellness coach
• 

  Wtw

  Jan 2012 - Jan 2019

  Company was acquired during this period, requiring the build out of a new customer service department. I worked within a small but mighty team to build out this department, building out systems and contributing to the hiring and training of 700 agents in the health insurance space.Throughout this period, I led the development of internal systems through asking careful questions and questioning assumptions. I found key issues in the customer experience and customer journey, built stop gap solutions and then eventually worked with the development team to roll out enterprise-level solutions. Show less Created new processes to handle client escalations/problems quicker reducing response time from 10 days to 2 days and client resolutions increase by 56%. Taught CSR's how to resolve issues quicker over the phone and how to correctly identify issues for quicker resolution. Coordinated with other teams in and out of the company to determine where and how problems should go to be resolved.MVP support specialist with 100% call compliance. Manage critical customer relationships resolving escalated calls, trained other staff members in using soft phone skills to minimize stressful situations and working through a defined process to create happy customers/clients Show less

  • Client Management Support & Supervisor

    Jan 2018 - Jan 2019

  • Manager - Launch of Customer Service Department

    Jan 2015 - Jan 2018

  • Member Service Manager

    Jun 2013 - Sept 2015

  • SENIOR CLIENT SUPPORT SPECIALIST /BA

    Jan 2012 - Jun 2013
• 

  Wtw

  Feb 2019 - now

  ** STAKEHOLDERS & SOFTWARE DEVELOPMENT LIFECYCLE*- Selected for a special project to onboard a large a new client.- Serve as a member of the software development lifecycle team, pulling use cases, phone calls, etc to gather customer/user feedback. Then contribute to project requirements to build out new solutions.- Pull call recordings with agents to gain insights and key pain points from new individual customers, pinpointing trends from those calls to share with management. Then meet with stakeholders to direct changes and updates to processes using qualitative and quantitative feedback. -Work with software development team to deploy updates, updating team as we get live feedback from call center agents, customers and the client.**TRAINING **Took on management and training for 22 new employees (totally new hires and transfers from other departments), while also serving as a backup supervisor for other company leaders as they go on PTO, maternity leave, etc. Oversee 100+ hours of training for each new hire.- Develop plan for week with each employee in weekly 1:1s, identifying their comfort levels. Teach employees how to tackle problems from a systemized perspective, going beyond "filing tickets," to understanding and meeting the people in each department who will help get any issues or questions resolved.- Known for taking struggling or underperforming employees at the call center level and developing future leaders of the company.- Ensure employees complete their insurance licenses by state to support and assist with inbound customer phone calls. Licensing includes getting licenses by multiple health insurance carriers in each state (BCBS, Cigna, Kaiser, United Healthcare)- Manage working with a distributed national team who are working remotely. Show less - In the fall of 2023, onboarded ~25 new employees each week for a full week of training with co-trainer (total of ~200 employees). Trained new employees on how to successfully take an inbound call, take and confirm information, and set up appointments to work with a licensed insurance agent to help them choose a new or renew their policy, based on their specific health needs.- Taught new hires or internal transfers how to utilize active listening to understand the questions from customers. Taught them to seek the "question behind the question" that a customer might be asking, but be too embarrassed or unsure to ask. Taught trainees how to frame follow-up questions to ensure the customer understands the services being offered and their next steps. - Took an approach of "constant improvement" with training. Took notes and did "user interviews" with new hires to learn what teaching and training methods were working, and also come up with new ideas methods to improve the efficacy of training. Iterated on training materials alongside upper management and training team at the company. - Analyzed both qualitative and quantitative data to track training progression of trainees, utilizing that feedback to adjust teaching style, materials delivery, mentoring, etc.- Met or exceeded KPIs for each team (on a weekly basis) transfers to other agents, online applications, customer satisfaction, surveys from customers, etc. Show less - Cross trained other supervisors and managers on a regular basis, demonstrating how the tactics (not just the ethos) when it comes to team management. Regularly asked to give trainings to managers and supervisors, to help them develop their own teams, careers and meet new KPIs.- Trained team on how to train and get customers comfortable with submitting health reimbursement requests. Provided training and developed language to communicate why an HSA reimbursement was rejected. Really emphasized asking the "question behind the question" to dive into the core issue at play, instead of trying to get the customer off of the phone quickly. - Trained team on how to engage and process their own physical and emotional responses when a customer doesn't understand what is happening, and is therefore upset. Taught de-escalation techniques.- Managed a team of 20-24 agents who worked on the "post-enrollment" process for health insurance. Proud to have received recognition for having the top retention (employees) in multiple departments.- Worked with Quality Assurance (QA) to define their goals and what they're looking for when they QA a call. Met weekly with head of QA to share new trends, questions, bugs, etc. - Communicated specific requirements from QA to own team members, helping them to successfully get high scores when their respective calls are pulled.** WORKFORCE TRANSITION **- In March 2020, began migrating an almost fully onsite workforce to become fully remote. Worked within leadership to migrate agents to become fully remote. Managed onsite and remote teams, helping team members to manage sometimes overwhelming emotions to stay on-task and continue to move projects forward.- Managed FMLA, time-off, etc, in constantly changing environment during COVID-19. Show less - Managed a team of ~20 direct reports, and provided continuous training for ~100 agents and customer service representatives. Took care of hiring, firing, training, systems, and operations.- Trained new supervisors on how to give clear feedback to their direct reports, how to pull calls for QA, how to work with inbound escalated calls, and how to develop their team members to continuously improve their KPIs (surveys from customers going through insurance enrollment, etc).** CRM **- Worked in step with development team on custom CRM system, acting as a beta tester and stakeholder. Identified the discrepancies between the intention of the QA / software development teams and how agents, client managers, and account managers would actually use the CRM system. - Filed bug reports, gave feedback on wireframes, identified key users for user interviews as part of the user-centered design process, etc. Regularly communicated with product managers, engineering managers, etc.- Taught 100 agents and managers how to correctly use the bug report process to develop system.- Co-defined nomenclature and classification of bugs/issues, making sure that everyone was using the same language.- Requested new features to move customers through system. Served as a liaison between customer service and the engineering teams to build out systems that solved problems in a logical way, focusing on how the CSRs actually *use* the system -- not getting lost in ideal use cases.* Health Reimbursement Accounts (HRAs) *- Worked on nimble team of managers to fully launch the HRA product at the company. Worked as a beta tester and key stakeholder, building pathways of feedback & insights between departments using the tool and the engineering teams.- Tested different teaching methods on own team of 20, took what worked to build out training for other teams (~300 agents). Built reputation of finding insights and solutions and "training the trainers" on how to teach their own teams. Show less

  • Performance Manager - Knowledge Management, Special Projects, & Client Account Manager

    Jul 2024 - now

  • Pre-Enrollment Specialist & Manager for Health Insurance - Supervisor & Special Projects

    Jun 2023 - Jul 2024

  • Post-Enrollment Manager | Customer Service, Transition to Fully Remote Workforce

    Mar 2020 - Jun 2023

  • Customer Relationship Management Manager - CRM, 2FA & Health Reimbursement Accounts

    Feb 2019 - Mar 2020