Cheryl Kile
Hixson,TN
Summary
High-energy employee offering advanced knowledge of customer service standards. Support team and business needs by cross-training in multiple skills and exceeding performance expectations. Background includes a variety of customer service and leadership positions across multiple industries.
Overview
13
13
years of professional experience
Work History
CER I Elevate
Unum
06.2023 - Current
- Solid understanding of marketplace - value of brokers, agents, and clients and challenges of plan administrators
- Strong communication skills including written/verbal
- Worked well in team setting, providing support and guidance by mentoring and assisting in training of new hires.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Strong interpersonal and negotiation skills and acts with sense of urgency in responding to internal and external customers.
- Passionate about learning and committed to continual improvement. Adaptable and proficient in learning new concepts quickly and efficiently.
- Achieve high customer satisfaction of ongoing administration processes. Meet and exceeded Metrics goals with a continuous focus on team results
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked effectively in fast-paced environments.
CER I WWG
Unum
02.2023 - 06.2023
- Resolved Service request and Website complex problems by diagnosing and identifying issues and determining proper resolutions
- Communicated regularly with customers concerning data exchange and technology integration
- Facilitated best user experience through continuous support, training classes, webinars, improvements and communication of system changes
- Supported newly hired employees with Mentorship by
- Lead gap training huddles for teams
- Team lead in Utilization of Digital Adoption
- Completed Career development program
- Worked with Brokers and Plan admins to navigate portal and resolve issues
- Assisted in helping Client Specialist
- Meet individual goals with continuous focus on team results
- Achieve high customer satisfaction of ongoing administration processes
- Anticipate and represent needs/expectations of plan administrators/brokers.
CER
Unum
07.2022 - 02.2023
- Meet individual goals with continuous focus on team results
- Achieve high customer satisfaction of ongoing administration processes. Meet and exceeded Metrics goals with continuous focus on team results
- Engage in education to continually retain deep/broad knowledge of voluntary benefits and group administration to respond to any type of inquiry leveraging multitude of systems/workflows
- Demonstrated critical thinking practices and strategic/forward Strong communication skills including written/verbal thinker
- Demonstrates consistency in accuracy, speed, and quality of work.
CES HYBRID ROLE ASK UNUM AND IDI
Unum
11.2021 - 07.2022
- Meet and exceeded Metrics goals for both departments in Unum with a continuous focus on team results
- Serve as dedicated resource to provide service support for select broker, agent ,plan administrator partners, and clients, as primary priority within role, as needed
- Achieve high customer satisfaction of ongoing administration processes
- Navigated between 2 departments to provide insight to Management about role.
- Achieve high customer satisfaction of ongoing administration processes
CUSTOMER SERVICE REPRESENTATIVE (FISI/IDI)
Unum
10.2020 - 11.2021
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively
- Maintained productivity and quality standards at all times
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Responded to customer calls and emails to answer questions about products and services
- Educate insureds, claimants, brokers, and plan administrators on policy and claim information
- Originally hired to service FISI calls, successfully completed IDI cross-training in August 2021.Simplify and communicate complex information in a way that the caller can easily understand
- De-escalate challenging conversations by using empathy and patience to ensure positive customer experience
- Partner with another team member and delegate tasks to produce a monthly newsletter for important team news
- Foster a culture of Inclusion & Diversity by attending I&D events and presenting learnings to team in huddles
PLANT MANAGER
White Star Cleaners
05.2011 - 10.2020
- Led, trained and coached plant staff to facilitate high levels of productivity and quality
- Reduced costs by eliminating materials waste and unnecessary labor hours
- Maximized plant safety through proactive strategies and well-structured training
- Directed employees and related programs to maximize team productivity and facility output
- Supervised 2 departments totaling 30 employees to ensure that all tasks were complete and deadlines were met .
Education
No Degree - Business Management
Chattanooga State Community College
Chattanooga, TNHigh School Diploma -
Hixson High School
Hixson, TN05.1996
Skills
- Multi-Unit Operations
- Management
- Client Relations
- Digital Adoption
- Customer Satisfaction
- Performance Metric
- Mentor Employees
- Efficiency
- Customer Experience
- Career development
- Critical thinking
- Consistency
Timeline
CER I Elevate
Unum
06.2023 - Current
CER I WWG
Unum
02.2023 - 06.2023
CER
Unum
07.2022 - 02.2023
CES HYBRID ROLE ASK UNUM AND IDI
Unum
11.2021 - 07.2022
CUSTOMER SERVICE REPRESENTATIVE (FISI/IDI)
Unum
10.2020 - 11.2021
PLANT MANAGER
White Star Cleaners
05.2011 - 10.2020
No Degree - Business Management
Chattanooga State Community College
High School Diploma -
Hixson High School
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