ASHLEY WISSMANN
Wentzville,MO
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Organized and dependable and successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Objective is to seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Team Lead
C&S+ Member Services
08.2022 - Current
- Offer mentorship to Navigators, ensuring their conversations are appropriately handled and accurately documented
- Contribute to meeting performance metrics by assisting in priority tasks such as Customer Satisfaction, NBA delivery, Outbound Calls, and Compliance
- Sharing best practices, leading new process trainings during team huddles, and contributing to P2P sessions
- Offering feedback on areas needing improvement
- Identifying coaching opportunities and knowledge gaps through various means, such as virtual side by sides, training observations, and calibrations
- Support administrative tasks and serve as backup to other Team Leads/Supervisors.
M&R DSNP Navigator
C&S+ Member Services
06.2019 - 08.2022
- Worked one-on-one with members and caregivers to support and provide concierge white-glove level service removing hassles and providing end-to-end resolution
- Researched complex issues across multiple databases including Maestro while working with resources to own resolution of all customer issues and anticipate their future healthcare needs or potential opportunities to improve experience
- Met performance goals established for position in areas of efficiency, call quality, customer satisfaction, first call resolution and attendance.
Customer Care Advocate
Advocate4Me
05.2014 - 06.2019
- Responded and resolved on first call customer service inquiries and issues by identifying topic and type of assistance caller needs such as benefits, eligibility and claims, and correspondence
- Contacted care providers (doctor's offices) on behalf of customer to assist with appointment scheduling or connections with internal specialists for assistance
- Volunteered in many projects including Claims research, Reconciliation and BRE.
Education
Associates Degree-Human Services -
St. Charles Community College
Saint Charles, MO01.2013
High School Diploma -
Francis Howell Central High School
Saint Charles, MO06.2004
Skills
- Performance Monitoring and Goal Setting
- Overseeing Daily Activities
- Production Monitoring/ Attention to Detail
- Problem-Solving
- Giving Constructive Feedback
- Knowledgeable in Microsoft Office programs
- Quality Control
- Issue Resolution
- Expectation Setting
- Analytical Thinking
- Complex Problem-Solving
- Leading Team Meetings
- Coaching and Mentoring
Certification
Medicare and Retirement M&R Cert 1 & 2
Timeline
Team Lead
C&S+ Member Services
08.2022 - Current
M&R DSNP Navigator
C&S+ Member Services
06.2019 - 08.2022
Customer Care Advocate
Advocate4Me
05.2014 - 06.2019
Associates Degree-Human Services -
St. Charles Community College
High School Diploma -
Francis Howell Central High School