Cayla Cooksey
Tyler
Summary
Accomplished Customer Service Team Lead with a proven track record at Blue Cross Blue Shield Of MI, enhancing team efficiency and customer loyalty through expert CRM software management and exceptional team coaching. Excelled in resolving complex customer issues, significantly boosting team morale and client satisfaction. Demonstrates unparalleled complaint handling and issue resolution skills, consistently exceeding performance goals.
Overview
7
7
years of professional experience
Work History
Customer Service Representative Team Lead
Blue Cross Blue Shield Of MI
02.2021 - Current
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
Customer Service Representative
Elevance Healthcare
03.2020 - 01.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Lead
Health And Human Service Commission
04.2017 - 02.2019
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Improved team efficiency by implementing new training procedures and streamlining work processes.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
Education
High School Diploma -
Robert E Lee High School
Tyler, TXSkills
- Team Management
- CRM software knowledge
- Call center experience
- Complaint Handling
- Team coaching
- CRM Software
- Issue Resolution
- Customer service excellence
- Customer service background
Timeline
Customer Service Representative Team Lead
Blue Cross Blue Shield Of MI
02.2021 - Current
Customer Service Representative
Elevance Healthcare
03.2020 - 01.2021
Customer Service Lead
Health And Human Service Commission
04.2017 - 02.2019
High School Diploma -
Robert E Lee High School
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