Asia Anthony
Harrisburg,PA
Summary
Professional with significant expertise in team leadership and operational management. Proven track record in driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning, with flexible approach to evolving business needs. Known for reliability, strong communication, and fostering productive work environment.
Overview
11
11
years of professional experience
Work History
Supervisor
Capital Blue Cross
02.2022 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Managed multiple outbound Campaigns for Medicare Operations in order to improve member satisfaction within the STARS Ratings.
- Delegated customer outreaches to the staff, in order to address time sensitive concerns.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Member Service Lead
Capital Blue Cross
04.2021 - 01.2022
- Led a team of Member Service Representatives, ensuring consistent adherence to company policies and procedures.
- Served as a mentor to junior staff members, providing guidance on best practices in handling various situations related to membership services.
- Identified opportunities for process improvements, resulting in enhanced efficiency within the Member Services department.
- Successfully resolved escalated member disputes, resulting in the preservation of valuable business relationships and maintaining high levels of member satisfaction.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Assisted the staff with their daily inventory, and escalating their inquires to another department when necessary.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and provided backup support for organizational leadership.
Member Service Representative
Capital Blue Cross
07.2018 - 03.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
Project Coordinator
Essintial Enterprise Solutions
09.2016 - 11.2016
- Maintain high level of outbound calls with 100% accuracy.
- Support planning and coordination of a program and its activities.
- Helped build positive relations and within the team and external parties.
- Ensuring technicians arrive on site and on time.
- Checking in/Checking out technicians.
- Kept updated records and create reports or proposals.
- Ensure technology is used correctly for all operations (video conferencing, preparations etc.).
- Prepare paperwork and order material.
Call Center Representative
Clark Resources
09.2014 - 03.2016
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Seize opportunities to upsell products when they arise.
Education
High School Diploma -
Central Dauphin East High School
Skills
- Goal oriented
- Staff management
- Customer service
- Decision-making
- Complex Problem-solving
- Attention to detail
- Team building
- Verbal and written communication
- Coaching and mentoring
- Workflow management
Timeline
Supervisor
Capital Blue Cross
02.2022 - Current
Member Service Lead
Capital Blue Cross
04.2021 - 01.2022
Member Service Representative
Capital Blue Cross
07.2018 - 03.2021
Project Coordinator
Essintial Enterprise Solutions
09.2016 - 11.2016
Call Center Representative
Clark Resources
09.2014 - 03.2016
High School Diploma -
Central Dauphin East High School
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