Elonga Sutton
Jamestown,NC
Summary
Dedicated and empathetic leader with 20 years guiding individuals in professional growth. Proven ability to develop tailored action plans, deliver constructive feedback, and build supportive environments that empower mentees to overcome challenges, enhance skills, and achieve their full potential.
Overview
16
16
years of professional experience
Work History
A1A Advocate
Aetna
12.2023 - Current
- Providing First call resolution customer service.
- Helping member navigate the health care system.
- Coordinating care plans.
- Working with case managers, reaching out to providers for scheduled appointment, claims errors, Implement data collection strategies to better understand members preference and needs. Assist with CVS open enrollment.
- Assist with floor support for soft landing new hires. Shadow with new hires to guide them on how we conduct calls with CVS plan sponsors. Help in the chat when colleagues have questions that need answers. Conducted debriefs, coaching advocates, assist with submitting KTC report along with rework reports, Handles escalation calls and Medallia Escalation,
- Completed several Develop U program for leadership responsibility. Mentor advocates. Facilitate some training material within the New Hire Training class, SME assistance.
Customer Service Representative
Alorica
09.2022 - 11.2023
- Resolved customer inquiries efficiently via phone and chat support patient accounts, issue refund to patients account, Troubleshoot system web issues, Link RX history to account, create new accounts, escalate rx and web issues, contact the pharmacist for patients rx delivery or rx concerns, Uses Citrix apps, DCC apps Sales Force. Assisted with answering questions in the chat que, Handled Over the counter orders and medications.
- Maintained accurate records of customer interactions in CRM systems.
- Assisted in training new team members on best practices and procedures.
- Collaborated with cross-functional teams to address customer concerns effectively.
Supply Chain Analysis
Universal Furniture
01.2017 - 06.2023
- Analyzed and applied benchmarking, cost, and value chain analysis and supply chain analysis.
- Oversaw supply chain management of development assets to minimize upstream and downstream impacts of operational disruptions.
- Optimized supply chain processes to reduce lead times, improving customer satisfaction and boosting sales revenue.
- Implemented a robust supplier onboarding program to ensure seamless integration into the supply chain network.
CSR-Lead Operations Manage
UPS
05.2010 - 12.2016
- Led customer service team, ensuring adherence to company policies and procedures.
- Trained and mentored new representatives, enhancing team performance and service quality.
- Resolved complex customer inquiries, improving satisfaction through effective problem-solving strategies.
- Implemented process improvements that streamlined operations and reduced response times.
Education
Associate of Science - Medical Billing And Coding
School Everest University
Denver, CO06-2010
Timeline
A1A Advocate
Aetna
12.2023 - Current
Customer Service Representative
Alorica
09.2022 - 11.2023
Supply Chain Analysis
Universal Furniture
01.2017 - 06.2023
CSR-Lead Operations Manage
UPS
05.2010 - 12.2016
Associate of Science - Medical Billing And Coding
School Everest University