Donisha Lartigue
San Diego ,CA
Summary
Dynamic leader with proven expertise in call quality enhancement and team performance uplift at Aetna Healthcare. Excelled in coaching and mentoring, achieving high service levels through effective call monitoring and quality assurance. Skilled in CRM software, with a knack for fostering customer loyalty and staff motivation. Demonstrated success in training development and cross-departmental collaboration for improved customer service outcomes.
Overview
12
12
years of professional experience
Work History
Health Care Call Center Supervisor
Aetna Healthcare
2018.05 - 2024.04
- 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.
- Developed process controls and metrics for daily management of call center.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Developed and implemented customer service policies and procedures.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
Call Center Supervisor
Gecio
2014.04 - 2018.04
- 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.
- Developed process controls and metrics for daily management of call center.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
Customer Service Representative
Geico
2012.03 - 2014.04
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Maintained quality assurance and metrics throughout employment
Education
High School Diploma -
Montgomery High School
06.2009
Skills
Call Monitoring
Quality Assurance
Coaching and Mentoring
Staff Motivation
Customer service focus
Training delivery
Timeline
Health Care Call Center Supervisor
Aetna Healthcare
2018.05 - 2024.04
Call Center Supervisor
Gecio
2014.04 - 2018.04
Customer Service Representative
Geico
2012.03 - 2014.04
High School Diploma -
Montgomery High School
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