Angela Vanderwall
De Pere,WI
Summary
Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-performance teams while developing lasting employee rapport. Motivated Multi-tasking SME eager to take on increasing responsibility to enhance business operations. Offering 17 years of experience in management. willing to take on any function using resourceful and adaptable approach. Using a proactive approach, I have helped train and mentor other SME's. I have assisted trainers and helped them understanding the programs necessary to carry out their duties.
Overview
17
17
years of professional experience
Work History
Advocate
UnitedHealth Group
Green Bay, WI
02.2022 - Current
- A4me M&R, Aug 2018 + OJT Aug 2021+SME Jan 2022
- Delivered friendly service and offered expert support in every interaction.
- Assist members with their plan benefits and needs
- Outbound call campaigns, web chat, secure email
- Issue resolution/problem solving-Work effectively with advocates to coordinate effective solutions to any question or concern.
- Assist training classes & call handling
- Conducted onboarding to acclimate participants to program philosophies and benefits.
- Call listening & Coaching-Facilitated training for associates through daily coaching and regular performance appraisals.
- Collaborating for motivational programs- Led projects and analyzed data to identify opportunities for improvement.
- Daily smart start-Distributed supportive services information to help individuals enhance ways of living and achieve self-sufficiency.
- Run team meetings and presentations
- Led team by answering complex customer questions and mentoring personnel one-on-one.
A3 receiving manager
Menards Inc
Green Bay, WI
10.2017 - 08.2018
- Daily operations management of receiving department
- Employee training
- Billing management
- Workflow improvement
- Assistance with primary functions of receiving and secondary departments
Assistant General Manager
Country Inn & Suites Green Bay East & Meadows Conference Center
Green Bay, WI
07.2015 - 10.2017
- Operations management of hotel and conference center
- HR of hotel and conference center
- Event Management & Public Relations
- Employee and manager training
- Assistance with all primary functions of hotel and banquet center
Education
A.A.S - Printing & Digital Graphic Imaging Technology
Ferris State University
B.S - Graphic Media Management, Management
No Degree - Minor of Management
Ferris State University
Big Rapids, MIAssociate of Applied Science - Printing And Digital Graphic Imaging Technology
Ferris State University
Big Rapids, MI05.2013
Skills
Expert of:
- OJT & SME programs (PMC, Qualtrics, Qfiniti, Nexidia, IEX-RTA/pulse, Jenny Manager Maestro, Manager Metrics, tableau)
PMC- to observe trainees and track their attendence
Qualtrics- to view, work, and coach on advocate or trainee surveys/ closed loops
Qfiniti- To pul advocate calls for listening and coaching
Nexidia- to review and calibrate advocates calls with UHG standard guidelines
IEX-RTA/pulse- to track and coach trainees and advocates activities during the day compared to their scheduled activity
Jenny Manager- To follow through with coaching and calibration opportunities for advocates as well as positive reinforcement
Manager Maestro- to track and follow up on advocates/ trainees actions/ commitments within maestro
manager metrics- to track advocates/trainees performance based on multiple levels of input
Websites
Accomplishments
- Carefully mentored newly hired employees and seasoned advocates on customer service techniques which helped improve focus on guests.
- Lead program 2021- training specifically for becoming a Lead supervisor
- Toastmaster club (optimists) June2021 VP of PR 2021&2022
- Toastmaster mentee program
- System checks and overview sessions for all advocates -(team Webb, team Highline, Team Glinski)
- Innovative advocates book club
- Current young professionals club
Timeline
Advocate
UnitedHealth Group
02.2022 - Current
A3 receiving manager
Menards Inc
10.2017 - 08.2018
Assistant General Manager
Country Inn & Suites Green Bay East & Meadows Conference Center
07.2015 - 10.2017
A.A.S - Printing & Digital Graphic Imaging Technology
Ferris State University
B.S - Graphic Media Management, Management
No Degree - Minor of Management
Ferris State University
Associate of Applied Science - Printing And Digital Graphic Imaging Technology
Ferris State University
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