Cole Myers
Pleasnthill
Summary
Dynamic customer service Manager with deep understanding of customer needs and commitment to delivering high-quality support. Proven ability to improve customer satisfaction through effective problem resolution and proactive communication. Known for strong collaboration skills, reliability, mentoring, coaching, and retaining high level staff. Developed skills necessary for staff to take the next step in their careers all while retaining them within Principal.
Overview
11
11
years of professional experience
Work History
Customer Experience Manager 1
Principal Financial
Des Moines, IA
03.2022 - Current
- Collaborated with cross-functional teams to streamline processes and elevate customer experience strategies.
- Analyzed customer data trends to identify areas for service enhancement and optimization.
- Mentored staff on best practices for effective communication and problem resolution techniques.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Partner with the hiring lead to secure top talent
- Mentor team members in a variety of way - regular meetings listening to calls and providing feedback, coaching in team environments, training on process enhancements
- Manage the department Help Line with monthly call calibrations - providing feedback and coaching to strengths and opportunities
- Manage the research team to handle online inquiries from sales offices/brokers as well as member and provider messages
- Lead several department initiatives and piloted changes for the business unit
- Actively encourage team members to identify opportunities to improve their own and/or the customer experience.
SR. CUSTOMER CARE SPECIALIST
Principal
Des Moines, Iowa
09.2020 - 03.2022
- Help customers feel more confident about their insurance plan to make better decisions
- Educate and inform providers and members about the plan specifics relative to the dental product
- Assisting dental providers and members with claim status and eligibility
- Communicate via inbound phone calls and online chat with Providers; handling benefits, claims, and provider network status
- Research and send benefit breakdowns to providers that could not be automated
CUSTOMER SERVICE REPRESENTATIVE
Nationwide
IA
10.2019 - 09.2020
- Document details of auto accident from involved parties
- Research auto-shops in proximity of customer to best serve with repairs
- File claim and assign to an adjuster to then process
- Assist customers with tow services while they are on scene of accident
LEAD APPLIANCE INSTALLER
Elite Home Services
Des Moines, IA
06.2016 - 10.2019
- Deliver and install appliances in to customer homes, ensuring all product operates as should and is to the customers satisfaction
- Coach and train employees on quality of install and quality of documentation
- Provide pre-measures for customer's to ensure they buy the product perfect for their space
LEAD TELLER
Wells Fargo
Ankeny, IA
10.2014 - 05.2016
- Handled cash transactions quickly and efficiently while maintaining lifelong relationships
- Aided in the on-boarding and development of new Tellers
- Balance currency, coin, and checks in cash drawers at ends of shifts, and calculate daily transactions using computers, calculators, or adding machines.
Education
Fire Science
DES MOINES AREA COMMUNITY COLLEGE
Ankeny, Iowa03-2014
Skills
- CRM software
- Request management
- Client advocacy
- Trend monitoring
- Understanding customer needs
- Quality control
Timeline
Customer Experience Manager 1
Principal Financial
03.2022 - Current
SR. CUSTOMER CARE SPECIALIST
Principal
09.2020 - 03.2022
CUSTOMER SERVICE REPRESENTATIVE
Nationwide
10.2019 - 09.2020
LEAD APPLIANCE INSTALLER
Elite Home Services
06.2016 - 10.2019
LEAD TELLER
Wells Fargo
10.2014 - 05.2016
Fire Science
DES MOINES AREA COMMUNITY COLLEGE