Aaron Douglas

• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Worked effectively in fast-paced environments.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Monitored KPI’s, such as customer satisfaction scores and adherence to service level agreements.
• Continuous training to support lines of business needs.

• Effectively managed competing priorities while maintaining a focus on providing exceptional customer service.
• Assisted users with navigating eligibility requirements, ensuring accurate submissions.
• Enhanced client satisfaction by efficiently processing eligibility applications and addressing inquiries.
• Contributed positively to team culture by actively participating in collaborative problem-solving efforts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

• Delivered exceptional customer support by addressing concerns promptly, offering viable solutions tailored to individual needs.
• Coordinated cross-functional efforts between engineering, production, and customer support teams to address recurring product issues effectively.
• Provided exceptional customer support by addressing inquiries and troubleshooting issues quickly.
• Assisted in developing policies and procedures that contributed to a more streamlined customer support experience.
• Provided exceptional customer support, maintaining a high level of expertise via chat/email and telephone.

• Supervised and delegated tasks to a team of (22) people.
• Supported our customer service team by training, supervising and supporting the customer support staff in Manila Philippines.
• Worked closely with other departments and define process improvements to ensure smooth customer service.
• Helped support Customer Success Team in strategic aspects and organizational processes.
• Worked hand in hand with colleagues in the areas of payment, complaints and logistics.
• Controlled quality activities and coaching aspects of the customer service function.
• Hired and trained 7 new 1st Level Support Agents.

• Worked with Business Development to identify or follow up on future placement opportunities to increase open orders.
• Acted as a point of contact for client questions and concerns regarding actively working healthcare professionals
• Active involvement on calls regarding client complaints and concerns to seek timely and mutually beneficial resolutions.
• Delivered superior customer service to strengthen relationships and drive future business revenue.

Customer Advocate Specialist-Remote

• Taught and coached internal advocates (60-80) on member inquiry handling and situation escalation.
• Supervised a team of 12-20 advocates to ensure rules and regulations.
• Followed elaborate process structure and work ow and exceeded department goals.

Learning Coach

• Trained and supervised new employees on the systems crucial to their roles.
• Coached teams and handled activities to ensure smooth and stable operations.
• Scheduled staff in order to ensure full capacity of workforce.
• One on one quality feedback.

Customer Support Advocate-Remote

• Assisted members and customers with questions about insurance plans and medical needs.
• Corresponded and collaborated with medical offices and pharmacies about members needs in order to comply with contracts.

• Supervised students and gave one- to-one support.
• Collaborated with teachers, administrators and parents to integrate proper study procedures were followed.
• Assisted teachers in managing classrooms effectively by maintaining clear expectations, enforcing rules consistently, and reinforcing positive behavior choices.

• Administering criteria for both student participants and employees under my supervision including: daily schedules, appropriate activities, financial allowances and parental contacts.
• Gathered and organized materials to support operations.