Anna Young
Norfolk,VA
Summary
I am a dedicated Customer Service Trainer with 10 years of expertise in customer service and 4 year as a Trainer and Supervisor in a call center environment. As a leader in customer service, my focus has been to take a proactive approach to improving the customer experience through associate coaching, development and mentoring. I am seeking a Customer Service position where I can continue to use the strong skill set I’ve learned through previous experiences and my decisive leadership ability to influence and support associates as we work together to exceed the expectations and goals of the organization while delivering excellent service to all customers. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Case Manager
Movate
Temple, Tx
05.2023 - Current
- Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations, and procedural costs.
- Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Developed and implemented safety plans for clients at risk of harm to provide protection.
- Facilitated individual and group sessions to promote positive behavior change for clients.
- Provided evidence-based therapeutic interventions and crisis management to clients to lessen negative on physical, mental and emotional wellbeing.
- Developed and implemented comprehensive case management plans to address client needs and goals.
Trainer
Movate
Temple , TX
11.2022 - 03.2023
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Monitored participant workflow and behaviors throughout training process.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Prepared and presented supplementary learning material to support structured lessons.
- Delivered instructional presentations on equipment use, focusing on efficiency and safety.
- Developed effective training plans based on department needs and objectives.
- Contributed to reductions in employee turnover by revamping training programs.
- Tracked attendance and evaluated progress for assigned trainees.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Recorded and edited videos to facilitate remote learning.
- Introduced standardized training for cohesive learning environments.
Team Lead
Movate
Temple , TX
07.2022 - 11.2022
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Worked different stations to provide optimal coverage and meet production goals.
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Coached team members in techniques necessary to complete job tasks.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Designed strategic plan for component development practices to support future projects.
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Customer Consultant
Progressive Insurance CO
Austin, TX
11.2020 - 08.2021
- Resolve customers' service or billing complaints by performing activities such as reviewing coverages, refunding money, or adjusting bills
- Refer unresolved customer grievances to designated departments for further investigation
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Check to ensure that appropriate changes were made to resolve customers' problems
- Review insurance policy terms to determine whether a particular loss is covered by insurance
- Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Listened to customers in actively to assess issues and provide accurate information.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Evaluated customer service standards, policies and procedures to verify customer service goal achievement.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Generated detailed reports to track customer service metrics and overall customer satisfaction.
- Monitored customer service performance to enforce quality and accuracy standards.
- Developed comprehensive training materials and conducted training sessions for customer service agents.
Online technical support/Customer service
Capital One
Chesapeake, VA
01.2017 - 06.2017
- Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
- Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more
- Research required information using available resources
- Follow standard processes and procedures
- Identify and escalate priority issues per Client specifications.
- Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
- Developed customer service processes to improve customer satisfaction.
- Helped customers navigate website to order Product or Service online for added convenience and access to larger inventory.
- Collaborated closely with cross-functional departments to deliver high customer satisfaction.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Documented and updated customer records in Software to record interactions and facilitate follow-up.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Investigated and resolved accounting, service and delivery concerns.
Trainer
Advance Call Center Technologies
Junction City, KS
12.2015 - 10.2016
- Trained/Supervised 20-30 new hires per class to handle inbound billing inquires
- Monitored calls for training and quality purposes
- Assisted customers with escalate or complex billing issues
- Responsible for meeting or exceeding customer service experience goals
- Ensured associates remained productive with daily production goals
- (Average handle time, idle time, hold time, average speed of answer, abandonment rate, service level, etc
- Developed and coached low performing associates
- Initiated resolutions/processes to drive call center performance and efficiency
- Develop and enhance training materials for new and existing associates and managers
- Assisted in interviewing potential associate candidates
- Worked on special projects as assigned
- Handled inbound calls for AT&T Home Security, Mobility and Direct TV billing inquiries/account maintenance.
Housekeeping Supervisor
Fairfield Inn
Manhattan, KS
08.2015 - 12.2015
- Maintained an upscale environment for hotel guest and conference patrons
- Handled customer complaints regarding housekeeping issues
- Supervised a crew of 10-14 housekeepers
- Inspected rooms for Standards of cleanliness
- Assigned housekeepers daily duties
- Facilitated orientation and training of all housekeepers
- Maintain/Audit Supply Inventory
- Coached and Developed Housekeepers
- Managed the daily operations of housekeeping.
Housekeeping
Via Christi Hospital
Manhattan, KS
02.2015 - 08.2015
- Handled patient’s complaints regarding housekeeping issues
- Provided patience with supplies as needed
- Responsible for cleaning patient’s rooms
- Maintained cleanliness throughout hospital
- Responsible for maintain hospital floors
- Assisted in training of new housekeepers
- Maintain Supply Inventory
- Managed the daily operations of housekeeping
Sale Representative
Do It Best
Norfolk, VA
08.2014 - 02.2015
- Greeted customers as they entered the store
- Provided customers with merchandise based on their individual needs
- Resolved customer’s complaints
- Merchandised, stocked, and maintained the sales floor
- Assisted at the frontend as need
- Ability to prepare and maintain records and reports of inventories
- Good communication and problem solving skills
Sale Representative
Do It Best
Norfolk, VA
04.2013 - 07.2014
- Greeted customers as they entered the store
- Provided customers with merchandise based on their individual needs
- Resolved customer’s complaints
- Merchandised, stocked, and maintained the sales floor
- Assisted at the frontend as need
- Ability to prepare and maintain records and reports of inventories
- Good communication and problem solving skills
- Assisted store manager with complexed issues
Education
Diploma - undefined
Maury High School
AT&T Trainer-T3 Certified - undefined
Skills
EMR / EHR
Timeline
Case Manager
Movate
05.2023 - Current
Trainer
Movate
11.2022 - 03.2023
Team Lead
Movate
07.2022 - 11.2022
Customer Consultant
Progressive Insurance CO
11.2020 - 08.2021
Online technical support/Customer service
Capital One
01.2017 - 06.2017
Trainer
Advance Call Center Technologies
12.2015 - 10.2016
Housekeeping Supervisor
Fairfield Inn
08.2015 - 12.2015
Housekeeping
Via Christi Hospital
02.2015 - 08.2015
Sale Representative
Do It Best
08.2014 - 02.2015
Sale Representative
Do It Best
04.2013 - 07.2014
Diploma - undefined
Maury High School