Summary
Overview
Work History
Education
Skills
Work Availability
Work Preference
Timeline
CustomerServiceRepresentative
Christopher Stewart

Christopher Stewart

Pearland,TX

Summary

Experienced professional with a proven track record in customer service, team leadership, and process improvement. Excel at identifying and resolving complex customer issues, enhancing team performance, and contributing to organizational success. Known for excellent communication skills and a strong commitment to service excellence. Seeking to leverage diverse background and leadership skills in a dynamic new role.

Overview

33
33
years of professional experience

Work History

Customer Care Representative III

Elevance
05.2019 - Current
  • Provided excellent service to Members and Providers while meeting or exceeding most metrics
  • Volunteered for upskilling opportunities in Claims and Web Support and WGS.
  • Selected for Colorado Ride Along Project. The Colorado Health Plan President listened to several live calls, and we discussed the processes, procedures and areas of opportunity.
  • Participated in a team New Hire mentoring project created by my Manager with the goal of helping ease the New Hire transition out of training.
  • Assisted Manager with necessary feedback follow-ups mandated by Medallia survey protocols. Assisted with follow up calls for Team C.A.R.E. and other teams as requested. Also assisted with providing feedback and coaching to Customer Service Representatives after speaking with Members about their experience.
  • Kept team update with process changes in team meetings.
  • Suggested solutions in team meetings to reduce Average Handle Time (AHT) and improve claims call management and Adherence.
  • Selected to be interviewed by Texas Health and Human Services in 2024.
  • Member of the Morale Team for Team C.A.R.E. responsible for keeping records of member dues and team balance.
  • Awarded Employee Of The Month in April 2022 and March 2023. Awarded multiple Impact and Above and Beyond Awards in 2022, 2023 and 2024.

Quality Coordinator, Resolution Specialist

MTM
10.2013 - 05.2019
  • Promoted to the position from the Customer Service Operations Team.
  • Resolved complaints, inquiries, incidents, and accidents submitted by members, healthcare providers, transportation providers, the Health and Human Services Ombudsman, the Offices of the Governor, and State Legislators.
  • Ensured compliance with Texas Administrative Code and Medicare/Medicaid guidelines.
  • Conducted root cause analysis to identify and resolve quality issues efficiently. Identified best practices in customer service and training, which reduced call handling time, increased customer satisfaction, and lowered the complaint rate.
  • Evaluated gas mileage claims for reimbursement.
  • Ensured timely and accurate consolidation of multiple data sources (AS400, Salesforce, SRSS, and proprietary software).
  • Use Microsoft Word, Excel, PowerPoint, and SharePoint to prepare and present daily and monthly reports, and other assigned tasks.
  • Selected to be part of the team to respond to and meet onsite with the Texas Human Services Office of Inspector General Audit and Investigation team.

Lead Quality Analyst

ChaseCom
07.2006 - 12.2007
  • Lead a team of four Quality Evaluators. Responsible for daily, monthly and quarterly deliverables.
  • Monitored live calls, listened to recorded calls, and conducted side-by-side observation of call center agents in accordance with contractual obligations.
  • Provided support to the call center leadership and trainers in order to meet center metrics.
  • Lead calibration sessions with supervisors, other centers, and clients.
  • Assisted with the development of visual content for instructional resources for call center agents.
  • Conducted root cause analysis to investigate the source of performance gaps.
  • Completed tasks efficiently with proprietary online software.
  • Participated in special projects as assigned by leadership and our clients.

Associate Teacher

Houston Independent School District
10.2004 - 07.2007
  • Carried out daily lesson plan as directed by teachers and administrators
  • Supervised students in Elementary, Middle, and High School
  • Assigned to work with a former Teacher of the Year in a six-week assignment to prepare students for TAKS testing

Service Coordinator

Atlanta Restaurants
08.1996 - 07.2001
  • Interviewed and hired front of the house staff
  • Trained front of the house trainers
  • Created schedule for front of the house staff with management approval
  • Assisted with shift management

General Manager

Black-Eyed Pea Restaurants
05.1992 - 08.1996
  • Promoted into the position
  • Lead team of 90 including assistant managers, and back and front of the house staffs
  • Assisted in opening seven new restaurants in four years
  • Increased profitability by increasing sales, and reducing shrinkage and labor costs

Education

B.A. - SOCIOLOGY

GEORGIA STATE UNIVERSITY
05.2001

B.A. - PSYCHOLOGY

GEORGIA STATE UNIVERSITY
05.2001

JURIS DOCTORATE -

THURGOOD MARSHALL SCHOOL OF LAW
05.2004

Yellow Belt Certification (in Progress) - SIX SIGMA

Coursera
ONLINE

Skills

  • Service Excellence
  • Continuous Process Refinement
  • Team Leadership
  • Resolution Facilitation
  • Attentive Listening
  • Team Management
  • Problem-Solving
  • Presentation Competency
  • Expense Management Skills
  • Client Engagement

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Company CultureCareer advancementPersonal development programsWork from home option

Timeline

Customer Care Representative III

Elevance
05.2019 - Current

Quality Coordinator, Resolution Specialist

MTM
10.2013 - 05.2019

Lead Quality Analyst

ChaseCom
07.2006 - 12.2007

Associate Teacher

Houston Independent School District
10.2004 - 07.2007

Service Coordinator

Atlanta Restaurants
08.1996 - 07.2001

General Manager

Black-Eyed Pea Restaurants
05.1992 - 08.1996

B.A. - SOCIOLOGY

GEORGIA STATE UNIVERSITY

B.A. - PSYCHOLOGY

GEORGIA STATE UNIVERSITY

JURIS DOCTORATE -

THURGOOD MARSHALL SCHOOL OF LAW

Yellow Belt Certification (in Progress) - SIX SIGMA

Coursera

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Christopher Stewart