GRACE ST. JEAN
West Suffield,US
Summary
Experienced Team Lead in health insurance operations with a strong focus on employee development, coaching, and performance support. Recognized as a trusted leader and subject matter expert, with a proven ability to mentor advocates, reinforce best practices, and drive consistent service and quality outcomes. Recipient of the 2025 Service & Experience Award for service excellence. Known for effective problem solving and timely management of escalated issues, with a commitment to continuous improvement and knowledge sharing. Seeking to leverage leadership and training expertise in a Training Specialist role to support onboarding, skill development, and operational excellence.
Overview
4
4
years of professional experience
Work History
Team Lead
Point32health
12.2024 - Current
- Provide day-to-day leadership support for Member Services Advocates, including real-time guidance, coaching, and call support.
- Assist with onboarding and training reinforcement for new hires by reviewing procedures, workflows, and call handling expectations.
- Serve as a Subject Matter Expert (SME) for health insurance plans, billing, and escalated member concerns.
- Conduct quality reviews and call audits, delivering constructive feedback to support performance improvement.
- Collaborate with leadership to identify skill gaps, process breakdowns, and training opportunities.
- Support documentation accuracy by flagging outdated content and recommending updates to reflect current business processes.
- Model professionalism and consistency during high-volume and high-stress periods.
- Awarded the 2025 Above & Beyond Award for outstanding service, and member satisfaction.
Sr. Member Services Associate
Point32Health
Canton, MA
07.2023 - 12.2024
- Maintained a strong knowledge base of product options to ensure accuracy.
- Identified problems and took the necessary steps to resolve them quickly.
- Maintained a consistent, positive attitude toward customers, peers, and other employees even in high-stress situations.
- Handle premium billing inquiries.
- Built relationships with members and provided excellent customer service through active listening and interpersonal skills.
- Handled escalated members and utilized problem solving techniques to ensure customer satisfaction.
- Actioned delegations from management to handle high priority issues in a timely manner.
Customer Service Representative
Point32Health
Canton, MA
09.2022 - 07.2023
- Kept members happy by implementing forward-thinking strategies that focused on meeting their needs and resolving their concerns.
- Maintained Quality Assurance guidelines and accuracy of 95 and above.
- Collaborated with management to come up with proactive customer service solutions and put them into action.
- Have excellent listening skills, including the ability to recognize the problem, show empathy and concern for the person's situation, analyze the root cause, and ensure a resolution.
- Built relationships with members and provided excellent service through active listening and Problem solving talents.
- Maintained a consistent, positive attitude toward members, peers, and other employees even in high-stress situations.
- Read through insurance policies to determine coverage levels and whether claims would be approved or denied.
- Ability to adapt and adjust in High stress circumstances
- Assisted leadership to delegate high importance escalated members and provide excellent customer service and problem resolution.
Server
The 99 Restaurant
West Springfield, MA
10.2021 - 09.2022
- Kept up to date on the menu and special offers, recommending specific items based on customer preferences and food allergies.
- Assisted customers in placing orders, explained menu items, and suggested appropriate alternatives for customers with food allergies.
- Kept a high level of cleanliness and sanitation.
- Worked closely with managers and kitchen staff to provide excellent, up-to-date customer service.
- Addressed guest concerns and issues, taking steps to resolve issues and boost customer satisfaction.
- Upsold high-profit items like appetizers and mixed drinks to boost sales.
Education
High School - undefined
Westfield High School
Westfield, MA01.2016
Skills
- Customer service
- Communication skills
- Performance improvement
- Adaptable in all situations
- Problem Solving
- Team Player
- Time Management
- Problem resolution
Timeline
Team Lead
Point32health
12.2024 - Current
Sr. Member Services Associate
Point32Health
07.2023 - 12.2024
Customer Service Representative
Point32Health
09.2022 - 07.2023
Server
The 99 Restaurant
10.2021 - 09.2022
High School - undefined
Westfield High School