Summary
Overview
Work History
Education
Skills
Timeline
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Colleen Ryan

Plymouth,ME

Summary

Knowledgeable Solutions Specialist well-versed in current industry, market and product trends. Excellent communication, multitasking and organizational abilities. Dedicated to share best practices and motivate team members to provide first call resolution confidently and efficiently. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

6
6
years of professional experience

Work History

Medicare Markets Service Solution Specialist

Blue Cross Blue Shield Of MA
02.2023 - Current
  • Resolve customer issues quickly and efficiently to enhance overall customer satisfaction ratings.
  • Assist and motivate associates to respond to customer needs by acting as a consultant and mentor.
  • Increase productivity by collaborating with management to develop process improvements.
  • Offer assistance in implementing and developing training programs through small group boot camps and clinics.
  • Identify common trends and make suggestions on how to improve standards.
  • Track calls from associates to help identify areas of improvement and coaching opportunities.
  • Take escalated member calls from associates .who call into the Service Solution line.
  • Manage inventory and projects with the SSL team.
  • Assess workflows to recommend process improvements to ensure information is updated as needed.
  • Manage team inventory by ensuring follow up work is completed in a timely and efficient manner.

Medicare Markets Service Representative

Blue Cross Blue Shield Of MA
02.2021 - 02.2022
  • Respond to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Help large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintain productivity and quality standards at all times.
  • Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Comply with CMS and DOI contract requirements.
  • Integral part of Associate Hotline and Mentoring Program for associates.
  • Increase the percentage of very satisfied members and first call resolution.
  • Trend and share best practices by identifying process improvements and initiatives as well as contributing to solutions.

Member Services Specialist

The Adirondack Club
04.2018 - 02.2021

    • Investigate and resolve customer inquiries and complaints quickly.
    • Maintain up-to-date knowledge of product and service changes.
    • Train new personnel regarding company operations, policies and services.
    • Exhibit high energy and professionalism when dealing with clients and staff.
    • Seek ways to improve processes and services provided.
    • Provide weekly tracking membership statistics and reports to Club owner/Director.
    • Cultivate the acquisition of new members through club in-reach, community outreach, business relationship development.

Education

Bachelor of Arts - Social Sciences

Providence College
Providence, RI
06.1990

Skills

    • Customer Relationship Management
    • Problem Solving
    • Associate Education and Mentoring
    • Collaborative Team Player
      • Training and Development
      • Process Improvement
      • Conflict Resolution
      • Issue and Resolution Tracking

Timeline

Medicare Markets Service Solution Specialist

Blue Cross Blue Shield Of MA
02.2023 - Current

Medicare Markets Service Representative

Blue Cross Blue Shield Of MA
02.2021 - 02.2022

Member Services Specialist

The Adirondack Club
04.2018 - 02.2021

Bachelor of Arts - Social Sciences

Providence College

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Colleen Ryan