Amanda Doner
Loves Park,IL
Summary
Experienced professional in customer service management, recognized for problem-solving and time management skills. Committed to enhancing service quality and operational efficiency through effective teamwork and process optimization.
Overview
13
13
years of professional experience
Work History
Customer Service Supervisor
United HealthGroup
11.2023 - Current
- Supervised customer service team, ensuring adherence to policies and effective communication standards.
- Implemented training programs, enhancing team skills and improving service quality.
- Analyzed customer feedback to identify trends and drive process improvements.
- Resolved complex customer issues, fostering satisfaction and loyalty through timely solutions.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Played a key role on the original launch team that secured and operationalized new business, leading the successful transition from a 300,000 member base to a scaled enrollment of 2.5 million members through strategic planning, execution, and cross-functional collaboration.
Customer Service Team Lead
United HealthGroup
12.2019 - 10.2023
- Led customer service team to enhance patient satisfaction and support claim processing efficiency.
- Developed training programs to improve staff performance and streamline onboarding processes.
- Implemented quality assurance measures to ensure adherence to regulatory standards and company policies.
- Analyzed customer feedback data to identify trends and recommend process improvements.
- Mentored team members, fostering a culture of continuous improvement and professional development.
- Oversaw daily operations, ensuring optimal workflow and resource allocation within the team.
- Coached new team members on service techniques and provided scoring through quality assurance program.
Customer Service Representative
United HealthGroup
04.2016 - 12.2019
- Resolved customer inquiries efficiently, ensuring high levels of satisfaction and loyalty.
- Managed complex case resolutions, collaborating with internal teams to enhance service delivery.
- Developed training materials for new hires, improving onboarding processes and team performance.
- Implemented process improvements that streamlined communication channels between departments.
- Analyzed customer feedback to identify trends, driving strategic changes in service offerings.
- Led initiatives to optimize response times, significantly improving customer engagement metrics.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Store Manager
Kelley Williamson Company
10.2015 - 04.2016
- Led daily store operations, ensuring compliance with company policies and procedures.
- Trained and mentored staff, fostering a culture of teamwork and high performance.
- Implemented inventory control measures to optimize stock levels and reduce waste.
- Analyzed sales data to identify trends and adjust merchandising strategies accordingly.
- Managed budgeting processes, monitoring expenditures to achieve financial targets effectively.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Assisted with hiring, training and mentoring new staff members.
Assistant Manager
Kelley Williamson
05.2014 - 10.2015
- Led daily operations to ensure optimal customer service and satisfaction.
- Managed inventory levels, reducing discrepancies through effective tracking systems.
- Developed training programs for new staff, enhancing team competency and performance.
- Implemented process improvements that streamlined workflow and increased efficiency.
Sales Associate
Kelley Williamson
04.2013 - 05.2014
- Provided exceptional customer service, enhancing client satisfaction and loyalty.
- Assisted in merchandising products to optimize store layout and maximize sales potential.
- Collaborated with management to develop promotional strategies that increased foot traffic.
- Resolved customer complaints effectively, fostering positive relationships and repeat business.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
Education
No Degree - Criminal Justice
Rock Valley College
RockfordSkills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Customer relations
- Handling escalations
- Complaint resolution
Timeline
Customer Service Supervisor
United HealthGroup
11.2023 - Current
Customer Service Team Lead
United HealthGroup
12.2019 - 10.2023
Customer Service Representative
United HealthGroup
04.2016 - 12.2019
Store Manager
Kelley Williamson Company
10.2015 - 04.2016
Assistant Manager
Kelley Williamson
05.2014 - 10.2015
Sales Associate
Kelley Williamson
04.2013 - 05.2014
No Degree - Criminal Justice
Rock Valley College