Ayesha Motley
Newark
Summary
Proven leader at CVS Healthcare, adept in conflict resolution and multitasking, fostering teamwork and boosting productivity. Excelled in coaching, mentoring, and optimizing team performance, ensuring customer satisfaction at Cablevision. Achieved significant improvements in operational efficiency by skillfully delegating work and making strategic decisions.
Overview
22
22
years of professional experience
Work History
PSR III, Worklist/off Phones Team Lead
CVS Healthcare
07.2017 - Current
- Assist with conducting Bi-weekly team huddles to review any updates to standard operating procedures, operations emails and daily team goals.
- Promote a positive work environment by fostering teamwork, open communication, and support.
- Assist with overall team performance by providing regular coaching, dashboard review feedback, call monitoring review and skill development opportunities.
- Daily monitoring of workload in tableau and moving resources where need to cover work queues.
- Supported PSR escalation line.
Senior Customer Service Representative/Mentor
Cablevision
02.2003 - 06.2017
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Trained and mentored new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Provided support to escalation line and call center floor, assisted with resolution of complex customer issues.
- Met and exceeded monthly productivity stats.
Education
Associate of Science - Health Care Administration
Colorado Technical University
Colorado Springs, CO11-2024
Skills
- Conflict resolution
- Customer focus
- Coaching and mentoring
- Teamwork and collaboration
- Problem-solving
- Work assignment delegation
- Multitasking
- Decision-making
Timeline
PSR III, Worklist/off Phones Team Lead
CVS Healthcare
07.2017 - Current
Senior Customer Service Representative/Mentor
Cablevision
02.2003 - 06.2017
Associate of Science - Health Care Administration
Colorado Technical University
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