Anitra Miller
Woolwich Twp,NJ
Summary
Proven track record in enhancing operational efficiencies and customer satisfaction at MetLife Worldwide Benefits, showcasing expertise in Quality Management Systems and exceptional relationship building. Spearheaded the implementation of various products, achieving significant improvements in product quality and client service. Excelled in project management/personnel management, driving team success through strategic decision-making and detailed documentation review. Experienced in identifying, hiring and developing individual team members. Committed to maintaining highest professional standards and processes to achieve excellent results and customer satisfaction.
Overview
12
12
years of professional experience
Work History
Quality Consultant II
MetLife Worldwide Benefits
09.2019 - Current
- Streamlined the auditing process for better efficiency and thoroughness in identifying areas for improvement within the Administration (Eligibility, Premium), Customer Service and NPS Programs
- Collaborated with cross-functional teams to develop new products that met or exceeded customer requirements and expectations by assuming the Project Manager role in implementing the Will Prep/Estate Resolution products
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Championed a proactive approach to problem-solving, swiftly addressing any potential issues before they escalated into larger concerns affecting product integrity or customer perception.
- Enhanced customer satisfaction through timely resolution of complaints and implementation of corrective actions.
- Performed detailed data analysis to identify trends, uncovering opportunities for further enhancements in product quality or operational efficiencies.
- Create/maintained all program manuals and training documented and conduct training sessions for any changes in the quality program.
Vendor Management Consultant
MetLife Worldwide Benefits
09.2017 - 09.2019
- Met operational goals by offering excellent customer service.
- Strengthened vendor relationships by maintaining open communication and promptly addressing any concerns or issues.
- Negotiated favorable contracts with suppliers, resulting in cost savings for the company without sacrificing quality.
- Resolved disputes between company personnel and vendors diplomatically, preserving positive working relationships while upholding company interests.
- Monitored industry trends to stay informed about changes affecting vendor pricing, capabilities, or regulations.
- Maintained accurate records on all transactions, payments, and correspondence with vendors, ensuring transparency and compliance.
- Managed a diverse portfolio of vendors, ensuring timely delivery of products and services to clients.
- Liaised with customers, management, and sales/account management team to better understand customer needs and recommend appropriate solutions.
Client Service Advocate
Cigna Global Health Benefits
03.2014 - 09.2017
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Collaborated with cross-functional teams to deliver exceptional service and meet clients'' expectations.
- Provided comprehensive support, enabling clients to navigate through products and services seamlessly.
- Utilized CRM software effectively in tracking interactions with clients, streamlining workflows for enhanced productivity.
- Streamlined communication channels for improved client relations and timely response to requests.
- Educated clients on product features, benefits, and usage guidelines; empowering them to make informed decisions.
- Served as a reliable point of contact between clients and company representatives, building trust through consistent communication.
- Actively participated in team meetings aimed at improving overall service quality delivered to clients.
- Developed strong relationships with clients, fostering trust and loyalty while promoting company values.
- Contributed to team success by sharing knowledge and offering suggestions for process improvements.
- Delivered personalized assistance by understanding each client''s unique needs and preferences.
- Coordinated with internal departments to resolve complex issues swiftly, maintaining client satisfaction levels.
- Maintained detailed records of client interactions, assisting in identifying areas for improvement within the organization.
Customer Service Representative
Cigna Global Health Benefits
01.2012 - 03.2014
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Utilized analytical skills to evaluate medical bills for accuracy and appropriateness of charges before approving payments as part of the claims process.
- Participated in cross-functional team meetings to address organizational challenges related to claims management and develop solutions collaboratively.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information on claim status.
Education
Bachelor of Science - Business Administration And Management
Strayer University
Washington, DC09.2025
Associate of Science - Human Resources Management
Neumann University
Aston Mills, PA06.2008
High School Diploma -
Chester High School
Chester, PA06.1994
Skills
- Customer Satisfaction
- Operational Excellence
- Documentation Review
- Quality Management Systems
- Corrective action
- Preventive Action
- Decision-Making
- Internal Audits
- Relationship Building
- Detail Oriented
- Project Management
- Personnel Management
Timeline
Quality Consultant II
MetLife Worldwide Benefits
09.2019 - Current
Vendor Management Consultant
MetLife Worldwide Benefits
09.2017 - 09.2019
Client Service Advocate
Cigna Global Health Benefits
03.2014 - 09.2017
Customer Service Representative
Cigna Global Health Benefits
01.2012 - 03.2014
Bachelor of Science - Business Administration And Management
Strayer University
Associate of Science - Human Resources Management
Neumann University
High School Diploma -
Chester High School
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