Danielle Warnsley
Fort Wayne,IN
Summary
Over 20 years of professional experience with the public and military organizations. Personable and persuasive in communicating creatively and effectively with customers and employees from all cultures. Proficient with computers (MS Office, Word, Excel, PowerPoint, and Access). Strong written and verbal communications, including valuable presentation skills and experience implementing training programs. Self-motivated, reliable, and effective working independently. Very well organized and able to meet deadlines. My professional experiences have given me the strength and proficiency to work independently, maintain order, and perform all duties to the best of my ability. Analytical professional well-versed in coordinating and prioritizing project tasks, managing timelines and maintaining project plans to communicate status to clients and senior management.
Overview
16
16
years of professional experience
Work History
Senior Implementation Manager
Aetna/ CVS Health/ Millennium Trust Company
09.2016 - Current
- Developed project plans identifying key issues, approaches and performance metrics.
- Oversaw large portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders.
- Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
- Outlined work plans, determined resources, wrote timelines, and generated initial budgets as part of project scope determination.
- Created implementation methodologies to control project costs and meet deadlines.
- Responsible for training seasonal implementation managers annually.
- Assist sales department with finalist meetings to assist with onboarding new clients.
Call Center Supervisor
PayFlex
10.2015 - 09.2016
- Supervised a team of call center agents; processed payroll; conducted interviews for potential candidates; reviewed resumes for potential candidates.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Supervised 20 call center representatives in providing excellent customer service to callers requiring assistance for account issues.
- Executed Monthly Performance Plans with representatives to to establish individual goals and improvements.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
Customer Service Representative
PayFlex
10.2013 - 10.2015
- Assisted members with issues and questions regarding their accounts; handled escalated calls for other agents; worked with new hires to assist with training.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Representative
Heritage Food Service Group
01.2012 - 10.2013
- Assisted customers with orders and troubleshooting issues with food service equipment; scheduled appointments for technicians.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Maintained up-to-date knowledge of product and service changes.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Soldier
United States Army
01.2008 - 01.2011
- Intake processor at Fort Jackson, SC; assisted with initial screenings of soldiers upon arrival to basic training; processed medical discharge forms; assisted with job assignments and transitioning to Advanced Individual Training (AIT).
- Secured and protected military property, assets, and personnel.
- Trained in infantry tactics, weapons and medical procedures for well-rounded field support.
- Coached and mentored new recruits for motivated, high-performing teams.
- Assembled, disassembled and maintained various weapons for operational readiness.
- Risk-assessed environments and implemented appropriate security measures.
- Upheld code of conduct and maintained professionalism in stressful situations.
- Maintained required level of proficiency in use of firearms.
- Trained in conflict resolution among subordinates, equals and superiors.
- Maintained awareness of subordinates' personal problems and shortcomings, supporting personal and professional growth.
- Dealt with inter-company conflicts to remove obstacles to troop readiness.
- Rated job performance for 200+ subordinates providing timely and effective feedback.
- Designated mandatory reporter for sexual assault and responder for suicide prevention situations.
Education
MBA - Human Resources
Indiana Tech
Fort Wayne, IN11.2022
Bachelor of Science - Human Resources
Indiana Tech
Fort Wayne, IN05.2019
Bachelor of Science - Criminal Justice
Indiana Tech Fort Wayne
Fort Wayne, IN2017
Associate of Applied Science - Paralegal Studies
Ivy Tech State College
Fort Wayne, IN12.2005
High School Diploma -
Richard Milburn High School
Fort Wayne05.2002
Skills
- Claims Service
- Office Operations
- Special Projects
- Issue Resolution
- Constructive Feedback
- Best Practices and Methodologies for training and process improvements
- Developing Project Strategy
- Proficient with Microsoft Office
- Industry Trends; including legislative updates
- Implementation Management
- Timely Project Completion
- Administering Benefits
- Effective Communication
- Mentoring
- Supervisory Skills
- Recruiting
Timeline
Senior Implementation Manager
Aetna/ CVS Health/ Millennium Trust Company
09.2016 - Current
Call Center Supervisor
PayFlex
10.2015 - 09.2016
Customer Service Representative
PayFlex
10.2013 - 10.2015
Customer Service Representative
Heritage Food Service Group
01.2012 - 10.2013
Soldier
United States Army
01.2008 - 01.2011
MBA - Human Resources
Indiana Tech
Bachelor of Science - Human Resources
Indiana Tech
Bachelor of Science - Criminal Justice
Indiana Tech Fort Wayne
Associate of Applied Science - Paralegal Studies
Ivy Tech State College
High School Diploma -
Richard Milburn High School
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