Dawn Pedro
Philadelphia,PA
Summary
Self-motivated Quality Assurance Analyst with outstanding oral and written communication skills. Extensive knowledge in customer service process and improvement. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
26
26
years of professional experience
Work History
Call Center Quality Analyst
Independence Blue Cross
Philadelphia, PA (Hybrid)
09.2013 - Current
- Audit and provide coaching and feedback on how Customer Service Representatives interact with customers by monitoring, and scoring calls, correspondence and documentation.
- Participate in calibration sessions with Business partners to ensure teams remain consistent with quality standards and applications.
- Functions as subject matter expert to ensure all Customer Service Team members are meeting our quality expectations and providing great experience to our customers.
- Collaborate with team members, recommend, develop, and implement process improvements based on collected data that can be used as benchmark measurements.
- Assist with training of new hires on systems and departmental policies and procedures.
- Organized and detail-oriented with a strong work ethic.
Customer Service Consultant
Independence Blue Cross
Philadelphia, PA
05.2002 - 08.2013
- Effectively assisted with managing call center associates in fast-paced and challenging call center.
- Communicated with management about trends in customer calls to help teams with efficiency and success.
- Handled customer inquiries and complaints with professionalism to restore customer satisfaction.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Team Leader
Independence Blue Cross
Philadelphia, PA (On-Site)
06.1998 - 05.2002
- Handled day-to-day customer contact via phones, faxes, and emails for our prestigious companies.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Member Service Representative
Independence Blue Cross
Philadelphia, PA (On-Site)
05.1997 - 06.1998
- Responded to customer calls, and answered questions about benefits and claims.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Associate of Science - Business Administration in Human Resource Mgmt
Pierce College
Philadelphia, PA08.2017
Skills
- Mentoring
- Cross-Functional Training
- Process Improvement
- Leadership
- Issue Resolution
- Health Insurance Industry Knowledge
- Quality Assurance Requirements
Avid Volunteer
Ronald McDonald House, Project Lead
Cradle to Crayons
Shared Foods
Timeline
Call Center Quality Analyst
Independence Blue Cross
09.2013 - Current
Customer Service Consultant
Independence Blue Cross
05.2002 - 08.2013
Team Leader
Independence Blue Cross
06.1998 - 05.2002
Member Service Representative
Independence Blue Cross
05.1997 - 06.1998
Associate of Science - Business Administration in Human Resource Mgmt
Pierce College