Amanda Pellerin
Clayton,NC
Summary
Dedicated Team Lead with expertise in quality assurance initiatives, issue resolution, and interpersonal communication. Monitor, train, and encourage employees to improve skills and meet service level agreement standards. Offering over five years of experience delivering the highest quality of customer service in the well-being industry.
Overview
5
5
years of professional experience
Work History
Coaching Team Lead
Workplace Options
Raleigh, NC
11.2023 - Current
- Maintain responsibilities outlined under (Senior) Coaching Coordinator positions, with the addition of directly managing a team of two direct reports and providing ongoing support to Wellbeing Coaches.
- Serve as the SME for the Coaching Department's case management processes, case management documentation system, client feedback submission system, and call quality standards.
- Supervise the department's queue management system to monitor agent availability to answer inbound calls.
- Observe key phone metrics using Power BI to verify that client calls are being answered in a timely manner.
- Oversee all case management of direct reports to ensure adherence to service-level agreements.
- Perform routine staff call evaluations to verify highest level of customer service is provided to clients and deliver additional training to team members as seen fit.
- Establish rapport with direct reports through weekly 1:1 meetings and ongoing communication.
Senior Coaching Coordinator
Workplace Options
Raleigh, NC
06.2022 - 10.2023
- Revised client feedback collected by department members in preparation for stakeholders.
- Conducted interviews and training for newly hired Coaching Coordinators as the team grew.
- Managed multiple client onboarding platforms.
- Addressed client complaints with urgency and care.
- Key problem solver as product and process issues arose. Performed detailed investigations to determine the root cause and collaborated with the IT department director to execute a fix.
Coaching Coordinator
Workplace Options
Raleigh, NC
07.2020 - 05.2022
- Served as the first point of contact to new clients and discussed available Employee Assistance Program benefits.
- Initiated collaboration with cross-functional departments across the global EAP when referrals to other services were deemed appropriate.
- Held introductory calls with new wellbeing coaching clients to ensure understanding of service entitlement, coordinate appointments with assigned coach, and address questions.
- Collaborated with external providers to conduct EAP authorization in accordance with HIPAA.
- Performed daily case management to ensure timely delivery of support and routine check-in calls to ensure client satisfaction with services provided and obtain client's feedback.
Elder Care Consultant
Workplace Options
Raleigh, NC
06.2020 - 06.2020
- Conducted extensive research to locate provider referrals based on the client's needs and preferences to ensure client satisfaction.
- Used active listening during calls to confirm that the provider will be a suitable match for the client, while maintaining the confidentiality of PHI.
Internship
WakeMed
Raleigh, NC
01.2020 - 04.2020
- Maintained efficiency of biometric screening operation by handling patient registration and scheduling, while protecting PMI in Epic electronic health records.
- Entered biometric screening and survey data in Microsoft Excel.
- Created patient appointments in Acuity scheduling.
- Created wellness promotion materials.
Education
Bachelor of Science - Public Health, Concentration in Worksite Health Promotion
East Carolina University
Greenville, N.C.05.2020
Skills
- Customer service
- Detail-oriented
- Team leadership
- Problem solving
- Time management
- Client onboarding
- Customer relationship management
- JIRA ticket tracking
Timeline
Coaching Team Lead
Workplace Options
11.2023 - Current
Senior Coaching Coordinator
Workplace Options
06.2022 - 10.2023
Coaching Coordinator
Workplace Options
07.2020 - 05.2022
Elder Care Consultant
Workplace Options
06.2020 - 06.2020
Internship
WakeMed
01.2020 - 04.2020
Bachelor of Science - Public Health, Concentration in Worksite Health Promotion
East Carolina University
Similar Profiles
Sayeed Mishal AhmedSayeed Mishal Ahmed
Daily Living Consultant at Workplace OptionsDaily Living Consultant at Workplace Options
Quanisha SimmonsQuanisha Simmons
Elder Care Consultant at Workplace OptionsElder Care Consultant at Workplace Options
Troy HoughTroy Hough
Program Manager at Workplace OptionsProgram Manager at Workplace Options
Liza ThompsonLiza Thompson
Underwriter at Ag Resource ManagementUnderwriter at Ag Resource Management
David DiGiulioDavid DiGiulio
NOC Technician II at BandwidthNOC Technician II at Bandwidth