Summary
Overview
Work History
Education
Skills
Timeline
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Gabriella Gillern

1706 Wayne Ave Scranton,PA

Summary

Dynamic Technical Coaching Lead Representative at Cigna-Evernorth with strong leadership and problem-solving skills. I enhance advocate performance through data analysis and tailored coaching. Recognized for my ability to foster interpersonal relationships and deliver impactful content, driving continuous improvement in service quality.

Overview

11
11
years of professional experience

Work History

Technical Coaching Lead Representative

Cigna-Evernorth
03.2022 - Current
  • Provide OneRx advocates with necessary training & quality-based coaching.
  • Analyze data to find trends, and determine barriers to advocate success.
  • Create content in Vidcast, providing resources to improve advocate performance.
  • Licensed KnowledgeXchange advisor with the ability write articles and close gaps in knowledge.
  • Use time management skills to assist with inquiries in real time support chat, and when working as triage lead.
  • Use empathy and critical thinking to help advocates resolve difficult calls.
  • Partner with OneRx supervisors to determine advocate barriers and meet with advocates regularly to maintain & improve their performance.
  • Display attention to detail and maintain a high level of organization.

Customer Service Advocate

Cigna
01.2022 - 03.2022
  • Assisted providers and their staff with pharmacy-related questions on coverage, order status, pricing, and benefits.
  • Communicate effectively with a wide range of personalities and in multiple settings.

Customer Service Advocate - OneRx Pharmacy

Cigna
11.2014 - 01.2022
  • Trained in several areas of pharmacy department assisting customers by phone with benefits, eligibility and pricing for medications.
  • De-escalate high pressure scenarios, manage customer expectations & prioritize their needs, and resolve issues in an efficient manner.
  • Developed talent by providing new hires with additional support, ensuring success in their role when working as floor support and a subject matter expert.

Education

High School Diploma -

Old Forge High School
Old Forge, PA
06-2013

Skills

  • Strong Leadership Skills
  • Task Delegation
  • Problem Solving
  • Time Management
  • Interpersonal Savvy
  • Training and Development
  • Active Listening
  • Strong Written/Verbal Communicator
  • Learn/Retain information Quickly
  • Critical Thinking

Timeline

Technical Coaching Lead Representative

Cigna-Evernorth
03.2022 - Current

Customer Service Advocate

Cigna
01.2022 - 03.2022

Customer Service Advocate - OneRx Pharmacy

Cigna
11.2014 - 01.2022

High School Diploma -

Old Forge High School

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