Amber Whitacre
Bloomington,IN
Summary
I am a dedicated professional with years of experience in leading training sessions, creating data-driven documents, and providing high-level support to all team members. I have a passion for continuing education and pursuing knowledge. I enjoy sorting through organizational challenges as well as working with others to find solutions.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Production Team Lead
Humana
Louisville, KY
01.2020 - Current
- Provide support for advocates taking phone calls including real-time support, creating and leading training sessions, running weekly team meetings, and performing individual call listening meetings
- Report daily, weekly, monthly, and yearly numbers from various systems while producing templates utilized by multiple teams
- Sort through data involving numerous markets to determine best course of action in meeting company wide goals
Inbound Call Center Agent
Humana
Louisville, KY
09.2019 - 01.2020
- Provided excellent customer service while navigating multiple systems and answering in-depth provider questions
- Maintained various metrics while handling a large call volume
- Followed posted processes in addition to keeping up with constant changes in procedures
Enrollment and Terminations Broker
ADP
Louisville, KY
08.2018 - 09.2019
- Responsible for enrolling and terminating new and former employees from life and health insurance companies over 17 states
- Handled large workload while maintaining strict adherence to required deadlines
- Performed self-motivated and self-paced work as well as contacting clients to complete tasks focusing on sensitive personal information
Education
Bachelor of Science - Organizational Leadership And Learning
University of Louisville
Louisville, KY08-2020
Skills
- Goal Management
- Team Development
- Process Improvement
- Diversity and Inclusion
- Training Methods
- Project Management
- Performance Metrics
- Pivot Tables
- Data Consolidation
Certification
- Certificate in Diversity, Equity, and Inclusion from Cornell University completed January 2024
Timeline
Production Team Lead
Humana
01.2020 - Current
Inbound Call Center Agent
Humana
09.2019 - 01.2020
Enrollment and Terminations Broker
ADP
08.2018 - 09.2019
Bachelor of Science - Organizational Leadership And Learning
University of Louisville