Blake Holihan
Lynnwood
Summary
A dynamic leader with a proven track record at Premera Blue Cross Of Washington, I excel in optimizing team performance and enhancing customer satisfaction. Skilled in problem-solving and personnel supervision, I've significantly improved operational efficiency and fostered strong client relationships, contributing to substantial organizational growth.
Overview
13
13
years of professional experience
Work History
Route Supervisor
Kenber, Inc
02.2024 - Current
- Analyzed delivery performance metrics to identify trends, areas of improvement, and opportunities for growth within the organization.
- Enhanced route efficiency by optimizing scheduling and adjusting dispatching procedures.
- Assisted in employee hiring, training, and retention efforts, contributing to a stable workforce with low turnover rates.
- Developed strong relationships with clients, leading to increased business.
- Increased customer satisfaction by addressing complaints promptly and implementing corrective actions.
- Achieved timely deliveries through effective management of driver schedules and load assignments.
- Monitored daily operations and routes to resolve issues and drive operational effectiveness.
Care Management Associate
Premera Blue Cross Of Washington
08.2020 - 02.2024
- Processed authorization requests approvals for medical procedures including surgeries and medications, supplies and equipment.
- Optimized workflow processes to reduce duplication of services and improve coordination among healthcare providers.
- Contributed to a positive work environment by participating in team building activities and sharing best practices in care management techniques.
- Collaborated with interdisciplinary teams to optimize patient outcomes.
- Streamlined care management processes for increased efficiency and better resource allocation.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Performed various administrative tasks by filing, copying and faxing documents.
Senior Customer Service Representative
Premera Blue Cross Of Washington
02.2012 - 08.2020
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Mentored junior team members, contributing to their professional development and overall team success.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Assisted in creating departmental policies, protocols, and guidelines that improved overall effectiveness of the customer service team.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Cross-trained and backed up other customer service managers.
Education
Associate of Science - Social Sciences
Edmonds College
Edmond, WA02-2011
Skills
- Teamwork and collaboration
- Customer service
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Excellent communication
- Critical thinking
- Organizational skills
- Team leadership
- Personnel supervision
Timeline
Route Supervisor
Kenber, Inc
02.2024 - Current
Care Management Associate
Premera Blue Cross Of Washington
08.2020 - 02.2024
Senior Customer Service Representative
Premera Blue Cross Of Washington
02.2012 - 08.2020
Associate of Science - Social Sciences
Edmonds College
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