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
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
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
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
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