Annette Jones
San Francisco,CA
Summary
Leadership-focused assistant supervisor with experience in training programs, performance feedback, and complaint handling. Known for guiding teams through escalations, supporting peak workloads, and helping employees deliver accurate, professional service. Ready to strengthen customer satisfaction and team performance.
Overview
18
18
years of professional experience
Work History
Customer Service Assistant Supervisor
Cigna
San Francisco, California
01.1994 - 11.2011
- Supported representatives with Cigna policy guidance, call quality, and service standards.
- Handled escalated member complaints with care, accuracy, and professionalism.
- Assisted staff with customer service tools, workflows, and health plan procedures.
- Tracked daily call queues to balance workloads and ensure timely response to customer inquiries.
- Communicated policy updates and process changes to improve service consistency.
- Worked with customer service supervisors to resolve customer concerns on a daily basis.
- Interviewed, hired and trained staff to meet company objectives.
- Monitored incoming calls to evaluate employee responses and identify areas for service improvement.
- Ensured adherence of departmental policies by monitoring employee performance and providing feedback on a regular basis.
- Coordinated special projects as requested by management, overseeing implementation of initiatives designed to enhance customer service operations.
- Created and implemented training programs for new customer service assistants, ensuring they had the necessary knowledge to deliver exceptional customer service.
- Provided coaching and mentoring opportunities for team members who required additional support or development in their roles.
- Supervised and provided guidance to customer service assistants in resolving escalated customer issues.
- Provided support during peak periods of activity, helping staff complete tasks more quickly and efficiently.
- Conducted weekly one-on-one meetings with team members to review performance and support professional development.
- Kept abreast of industry trends and changes in technology so that the team was always up-to-date on advances within the field.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Responded to incoming phone calls from customers to address inquiries and concerns. and responded to questions and concerns.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Monitored phone calls to promote better service and provide feedback.
- Monitored phone calls to provide feedback and coaching.
- Trained, managed and motivated employees to promote professional skill development.
Education
Some College (No Degree) -
Bay City Collage
Skills
- Call quality monitoring
- Health plan policy
- Escalation handling
- Training program design
- Complaint resolution
- Staff coaching
- Team leadership
- Complaint handling
- Positive and constructive feedback
- Team coaching
- Team building and leadership
- Problem-solving
- New hire training
- Training programs
Timeline
Customer Service Assistant Supervisor
Cigna
01.1994 - 11.2011
Some College (No Degree) -
Bay City Collage