Bryn Ryan
Goodyear,AZ
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
9
9
years of professional experience
Work History
Quality Service Technician
Blue Cross Blue Shield of Arizona
09.2022 - Current
- Collaborates with team members to create efficient workflows, resulting in high productivity.
- Conducted internal audits to measure adherence to established QA standards.
- Trained and led staff on proper QA standards.
- Communicated regularly with management to discuss quality trends.
- Developed corrective and preventive action plans to resolve non-compliance issues.
Customer Care Supervisor
Blue Shield Of CA
11.2020 - 08.2022
- Monitored metrics such as First Call Resolution, survey responses, and quality audits to develop actionable insights to improve efficiency and performance.
- Coach and mentors employees through one on ones to promote productivity, accuracy, and commitment to providing service that is up to company standards.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Actively supported employees by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Directed 20 enterprise customer care support team members and leveraged data analytics to identify areas of improvement and accountability.
Customer Care Team Lead
Blue Shield Of CA
06.2018 - 11.2020
- Assist agents with handling incoming calls and manage escalated needs with targeted resolutions.
- Evaluate customer information to explore issues, develop potential solutions and maintain high-quality service.
- Boost team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Followed established auditing processes to meet internal and regulatory requirements.
Customer Care Specialist
Blue Shield Of CA
12.2014 - 06.2018
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about medical policies and coverage.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Navigated multiple computer systems and applications to find information.
Education
High School Diploma -
University Preparatory High School
Redding, CASkills
- Professional Relationships
- Project Management
- Scheduling and Coordinating
- Team Management
- Performance Tracking and Evaluations
- Employee Coaching and Motivation
- Managing Operations and Efficiency
- Process and Performance Improvement
Timeline
Quality Service Technician
Blue Cross Blue Shield of Arizona
09.2022 - Current
Customer Care Supervisor
Blue Shield Of CA
11.2020 - 08.2022
Customer Care Team Lead
Blue Shield Of CA
06.2018 - 11.2020
Customer Care Specialist
Blue Shield Of CA
12.2014 - 06.2018
High School Diploma -
University Preparatory High School