Ali Nicholas
Orem,UT
Summary
Adept at leading high-performing teams, I enhance customer satisfaction and retention at United Healthcare by implementing effective problem-solving and team management strategies. Skilled in policy enforcement and fostering team collaboration, my approach resulted in consistently exceeding performance benchmarks, showcasing a commitment to excellence and a profound ability to drive results through both hard and soft skills.
Overview
2021
2021
years of professional experience
Work History
Customer Service Team Lead
United Healthcare
- Support representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coach new team members on service techniques and provide scoring through quality assurance program.
- Address escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Lead regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Serve as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
- Manage high-performing customer service team, consistently exceeding company performance benchmarks.
- Review customer survey results periodically to identify patterns of dissatisfaction and address them proactively within the team.
- Conduct regular staff meetings to discuss customer service issues and potential solutions.
Customer Service Escalation Specialist
National MedTrans
Orem, UT
07.2017 - 05.2020
- Recognized as a top performer within the team, consistently meeting or exceeding key performance indicators related to escalation case handling.
- Resolved complex customer issues by diligently researching and collaborating with cross-functional teams.
- Improved customer retention rates by skillfully diffusing difficult situations through empathetic listening and effective problem-solving techniques.
- Enhanced customer satisfaction by effectively addressing and resolving escalated concerns in a timely manner.
General Manager of Food Service
Rumbi Island Grill
Provo, UT
04.2010 - 08.2017
- Reduced food waste through better inventory management and portion control, leading to increased profitability.
- Maintained open lines of communication between front-of-house and back-of-house staff, ensuring seamless coordination for optimal service delivery.
- Increased customer satisfaction by implementing effective staff training and performance management programs.
- Managed financial aspects of the business including budgeting, forecasting, cost analysis, and profit maximization strategies.
- Created a positive dining atmosphere by maintaining high standards of cleanliness and organization throughout the establishment.
- Optimized scheduling practices for efficient staffing levels during peak hours, reducing labor costs without sacrificing service quality.
Education
Mountain View High-school
Orem, UTSkills
- Policy Enforcement
- Customer Satisfaction
- Professional telephone demeanor
- Staff education and training
- Customer Relations
- Customer service excellence
- Team Management
- Inbound call answering
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
Timeline
Customer Service Escalation Specialist
National MedTrans
07.2017 - 05.2020
General Manager of Food Service
Rumbi Island Grill
04.2010 - 08.2017
Customer Service Team Lead
United Healthcare
Mountain View High-school