Dana Jackson

SCAN Health Plan

Long Beach, CA

03.2015 - Current

Use problem-solving skills (i.e., Root Cause Analysis) to track and trend, and resolve call center activity.
Responds promptly to all member inquiries via telephone, email, or face-to-face contact while maintaining a friendly demeanor.
Handle complaints from members in an efficient manner while working toward satisfactory resolutions.
Provide coaching and guidance to call center team members on customer service skills.
Identify opportunities for process improvements within the call center department.
Collaborate with cross-functional teams to ensure member satisfaction goals were met.
Implement strategies to achieve and exceed key performance indicators (KPI) and service level (SVL) for call center operations.
Prepare and analyze reports on team performance, identifying areas for improvement.
Fosters a positive and collaborative work environment to enhance team morale and reduce turnover.
Manage team of customer service representatives to ensure high quality of service and meet performance targets.
Manage member/team concerns with a calm demeanor and knowledgeable service.
Encourage team members to improve productivity and service levels by modeling correct behaviors and coaching employees.
Provide real-time feedback and coaching to team members to improve performance.
Resolve escalated member issues, including Voice of Customer, ensuring member satisfaction and retention.