Amanda Nolan
Bradley,IL
Summary
To work in a professional productive environment in which I can use my skills and knowledge to better assist the company. Summary of qualifications I pride myself on my thoroughness and dedication to my work. I have worked in the customer service field the duration of my career. I have a passion for learning and grasp new material quickly.
Overview
13
13
years of professional experience
Work History
Supervisor, Customer Experience
Allied Benefit Systems
01.2016 - Current
- Managed over 15+ agents under me
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Identified individual employee's unique work styles and adapted management methods.
- Utilized standard operating procedures, effective crew resource management, communication and procedures specified in company operation manual.
- Evaluated employee performance and coached and trained to improve weak areas.
- Interviewed, hired and trained new employees for production positions.
- Set overall vision and provided team leadership.
- Introduced team contests and goals to enhance productivity and improve employee morale.
Escalated Customer Service Supervisor
Cigna Healthcare
01.2010 - 01.2016
- I worked one on one internally and externally to resolve complex concerns of the highest level
- I was one of thirteen escalated call supervisors network wide within Cigna's international corporation that handles these types of concerns (Ex: BBB Complaints)
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- I was on the front line for the executive office
- Coached employees through day-to-day work and complex problems.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Education
Medical Billing - Medical Billing
Northwestern Business College
Bridgeview, IL2007
Skills
- Interdepartmental Collaboration
- Operating Procedures and Policies
- Experience Management
- Customer Experience Improvement
- Recruitment and Training
- Customer Complaint Resolution
- Staff Coaching and Training
Timeline
Supervisor, Customer Experience
Allied Benefit Systems
01.2016 - Current
Escalated Customer Service Supervisor
Cigna Healthcare
01.2010 - 01.2016
Medical Billing - Medical Billing
Northwestern Business College
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