Bonnie Milam
Monrovia,IN
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
23
23
years of professional experience
Work History
Member Experience Manager
Elevance Health (Anthem BCBS)
Indianapolis, IN
10.2017 - Current
- Monitored daily performance metrics, such as average handle time, first call resolution, and customer feedback scores.
- Conducted regular performance reviews with team members to ensure they are meeting customer service goals/metrics.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Evaluated individual and team business performance and identified opportunities for improvement.
Operations Expert
Elevance Health(Anthem BCBS)
10.2012 - 10.2017
- Resolved customer complaints promptly and efficiently.
- Ensured customer satisfaction by resolving any operational issues promptly.
- Provided technical expertise in developing solutions for operational challenges.
- Assisted in the onboarding process for new employees within the organization.
Customer Service Representative
Elevance Health(Anthem BCBS)
12.2000 - 10.2012
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong relationships with customers by providing personalized assistance and support.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
Associate of Applied Science - Business Management
Indiana Business College
Indianapolis10.2001
Skills
- Team Leadership
- Teamwork and Collaboration
- Customer Relationship Management
- Complex Problem Solving
- Employee Coaching and Mentoring
- Team Development
- Hiring and Training
Timeline
Member Experience Manager
Elevance Health (Anthem BCBS)
10.2017 - Current
Operations Expert
Elevance Health(Anthem BCBS)
10.2012 - 10.2017
Customer Service Representative
Elevance Health(Anthem BCBS)
12.2000 - 10.2012
Associate of Applied Science - Business Management
Indiana Business College
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