Deirdre Koolhoven
Summary
Results-driven customer service leader with a track record of improving member satisfaction and team performance. Expertise in mentoring staff, delivering targeted training, and resolving complex scenarios efficiently. Passionate about fostering a culture of collaboration and continuous improvement.
Overview
19
19
years of professional experience
Work History
Senior Customer Service Agent
Aetna, CVS Health
Sandy
2019.08 - Current
- Delivered high-quality customer service by engaging members, addressing concerns, and providing clear education on benefits and coverage.
- Assisted members with billing, provider issues, and claims inquiries, serving as a strong advocate to ensure accurate and timely resolution.
- Resolved complex claims scenarios within established timeframes while maintaining compliance and attention to detail.
- Maintained high customer satisfaction by handling concerns professionally, empathetically, and efficiently.
- Supported team performance by assisting agents with questions, leading TBTs (team-based trainings), and providing system walkthroughs.
- Guided agents in navigating internal systems and locating Clinical Policies and ePolicies to ensure accurate information and compliance.
- Served as a Subject Matter Expert (SME) for new hires, delivering training on workflows, policies, systems, and daily operations.
- Selected for the Mentor Team, providing real-time support to agents handling claims, benefits, and complex member inquiries.
- Transitioned to the Task Team to resolve advanced and complex member and agent scenarios with accuracy and efficiency.
- Currently part of the Chat Team, delivering support through written communication to educate members and resolve issues in real time.
- I look for the DMAIC while working the root cause to achieve measurable results
Trainer
Concentrix
2018.04 - 2019.06
- Led onboarding and training initiatives for new hires (15–25 participants), providing individualized coaching to drive performance and readiness.
- Spearheaded the design and delivery of training programs on customer communication, workflows, and policy updates to align team performance with business objectives.
- Championed inclusive learning strategies by applying adult learning principles to accommodate diverse learning styles and maximize engagement.
- Drove team performance by coaching employees on goal setting and accountability, resulting in improved productivity and quality outcomes.
- Acted as a floor leader, providing real-time guidance, resolving escalations, and reinforcing operational best practices.
- Leveraged performance metrics and data insights to identify gaps, deliver targeted coaching, and influence process and training improvements.
- Partnered in the development and continuous enhancement of training programs and materials to ensure consistency, scalability, and alignment with organizational goals.
Customer service and sales
Concentrix
2016.05 - 2018.04
- Provided customer service for all support related contacts.
- Making sure to engage with the customers and acknowledge their concerns/needs in order to provide them with the appropriate steps and education to resolve their issues.
Housekeeping
Divine Dynasty Cleaners
2015.04 - 2016.05
- Worked with clients on scheduling services and establishing long lasting customer relations.
- Helped to resolve all special requests and specific needs.
- Making sure to resolve any concerns in a professional manner to maintain customer satisfaction.
- Scheduling management, making sure all appointments are met and services are provided in a timely manner.
Line Lead
Basic Research
2014.06 - 2015.05
- Managing a large team, ensuring that all tasks, responsibilities and deadlines were accomplished.
- Mentored new hires in getting them familiar with workflows and best practices to operate at peak performance.
- Oversaw quality control for product packaging.
- Department Liaison focusing on interdepartmental communication through daily and weekly meetings, huddles, and briefings.
Guest Services
Gordmans
2014.03 - 2014.08
- Assist customers with any questions they had and resolving any of their concerns.
- Offered exceptional customer service to create a positive customer experience in order to differentiate and promote the company's brand.
- Processed shipments and maintaining inventory organization.
Assistant Manager
Radio Shack
2008.04 - 2013.04
- Assisted in management of all aspects of the store's operations.
- Handled inventory, cash and credit transactions, ordering, and deliveries.
- Managing, hiring, and supervision of employees.
- Handled customer accounts, providing service for national telecommunication companies.
- Implemented new staff training procedures and team building exercises to improve staff efficiency and overall customer satisfaction.
- Educated customers on different products and services in order to provide them with something that best fit their needs.
Sales Associate
Ashley Furniture
2007.04 - 2008.02
- Matched clients with home furnishings that best suited their specific needs and desires.
- Ensured each customer received outstanding service in order to develop long standing customer relationships and improving the company's customer retention with repeat customers.
- Reviewed and processed orders, verifying information with complete accuracy.
Education
JROTC - Reserve Officer Trainings Corps
Salt Lake City District
Salt Lake City, UTHigh School -
East High
UTSkills
- Customer focused
- Communication skills
- Effective communication
- Staff training
- Organized and detail oriented
- Flexibility
- Ability to learn and adapt quickly
- Policy interpretation
- Workflow optimization
- System documentation
- Time management
- Customer advocacy
- Problem solving
- Training development
- Team collaboration
- Root cause analysis
- Leadership skills
- Mentorship abilities
- Live chat support
- Calm and professional under pressure
- Customer education
- Inbound and outbound calling
- Phone etiquette
- Adaptability
Timeline
Senior Customer Service Agent
Aetna, CVS Health
2019.08 - Current
Trainer
Concentrix
2018.04 - 2019.06
Customer service and sales
Concentrix
2016.05 - 2018.04
Housekeeping
Divine Dynasty Cleaners
2015.04 - 2016.05
Line Lead
Basic Research
2014.06 - 2015.05
Guest Services
Gordmans
2014.03 - 2014.08
Assistant Manager
Radio Shack
2008.04 - 2013.04
Sales Associate
Ashley Furniture
2007.04 - 2008.02
JROTC - Reserve Officer Trainings Corps
Salt Lake City District
High School -
East High