HEATHER ARMETTA
Lakeland,FL
Summary
Experienced professional with over ten years in performance monitoring and team optimization in dynamic environments. Proven track record of enhancing team success through effective leadership and strategic metrics analysis. Committed to driving quality outcomes and fostering a motivated workforce.
Overview
15
15
years of professional experience
Work History
Customer Care Supervisor
WellDyne
Lakeland, FL
08.2020 - Current
- Monitored CSR performance, provided feedback, and conducted regular one-on-one meetings to ensure successful job performance.
- Provided guidance to CSRs on how to handle difficult customers or situations.
- Developed and implemented processes for handling customer inquiries, complaints, and escalations in a timely manner.
- Worked closely with Quality Assurance personnel to identify root causes of recurring problems.
- Oversaw daily customer care operations and ensured that all customer service representatives met quality standards.
- Managed a team of 10+ CSRs ensuring they followed departmental policies and procedures accurately.
- Documented processes and created training materials used by CSRs in their day-to-day roles.
- Collaborated with other departments to resolve complex problems quickly for customers.
- Recognized employees who exceeded expectations through verbal recognition or awards programs.
- Trained new hires on policies and procedures related to customer service interactions.
- Created reports detailing team performance metrics such as average call time, first contact resolution rate.
- Analyzed customer feedback surveys and identified areas of improvement in the customer experience process.
- Actively participated in management meetings providing insights into current trends in the industry.
- Delegated work to staff, setting priorities and goals.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Participated in training sessions as needed to stay current on changes in healthcare industry regulations.
Patient Services Lead
WellDyneRx
Lakeland, FL
10.2018 - 08.2020
- Oversaw daily operations to ensure optimal performance and service delivery for our DaVita trained agents.
- Provided supervision, scheduling, counseling, and evaluations to enhance team member performance.
- Developed and mentored team members to deliver professional service adhering to established models.
- Maintained effective relationships with peers and upper management to foster collaboration.
- Conducted research on complex problems, resolving issues promptly and effectively.
- Reviewed customer interactions and activity reports to proactively address concerns.
- Coordinated with internal departments to maximize operational efficiency across functions.
- Trained personnel on company operations, policies, and services for consistent compliance.
Customer Escalation Specialist
WellDyneRx
Lakeland, FL
07.2017 - 10.2018
- Resolved member issues by addressing escalations from Member Service Representatives.
- Documented coaching sessions and attendance records of representatives.
- Established relationships with internal departments for assistance, including Pharmacy and Client Services.
- Reviewed call recordings at management request and provided coaching summaries as needed.
- Assigned ACS tickets to appropriate personnel as necessary.
- Conducted quality assurance reviews upon request.
- Handled negative customer feedback with professionalism and patience.
- Prepared reports and communications for senior management and clients.
Member Services Representative
WellDyneRx
Lakeland, FL
10.2013 - 06.2017
- Responded promptly and professionally to member inquiries regarding order placement and status.
- Provided basic customer support, escalating complex issues to appropriate staff.
- Accessed member records to process orders and resolve pharmacy-related concerns.
- Collaborated with Member Services IR team to ensure proper submission of complaints.
- Communicated resolution results to members following IR investigations.
- Supported training and orientation for new hires while assisting management duties.
- Facilitated pharmacy insurance claim processing by providing necessary adjudication details.
- Explained plan pharmacy benefits, including copayments and drug coverage limitations.
Cross Trainer
GC Services Limited Partnership
Lakeland, FL
08.2010 - 06.2013
- Trained individuals to meet client expectations and manage call volume in credit verification center.
- Facilitated coaching sessions to sustain quality performance metrics.
- Maintained accurate records while fostering strong relationships among call center departments.
- Collaborated with upper management to implement changes enhancing customer satisfaction.
- Handled customer escalations efficiently, resolving issues promptly.
- Executed other essential duties as assigned by management.
- Cultivated effective interdepartmental relationships to streamline operations.
Customer Account Representative
GC Services Limited Partnership
Lakeland, FL
08.2010 - 09.2012
- Verified customer identities and utilized intermediate collection skills for Verizon Telecommunications.
- Provided accurate information in response to diverse customer inquiries.
- Mastered customer service call script, adhering to specified time frames.
- Collected customer feedback to initiate process improvements exceeding satisfaction goals.
- Managed department statistics, including average handling and hold times.
Education
High School Diploma -
Tenoroc High School
Lakeland, FL2009
Some College (No Degree) -
Hillsborough Community College, Plant City Campus
Plant CitySkills
- Cross-functional collaboration
- Research skills
- Team management
- Leadership
- Personnel training
- Multi-tasking proficiency
- Microsoft Office expertise
- Conflict resolution
- Process improvement
- Customer service
- Data analysis
References
References available upon request.
Timeline
Customer Care Supervisor
WellDyne
08.2020 - Current
Patient Services Lead
WellDyneRx
10.2018 - 08.2020
Customer Escalation Specialist
WellDyneRx
07.2017 - 10.2018
Member Services Representative
WellDyneRx
10.2013 - 06.2017
Cross Trainer
GC Services Limited Partnership
08.2010 - 06.2013
Customer Account Representative
GC Services Limited Partnership
08.2010 - 09.2012
High School Diploma -
Tenoroc High School
Some College (No Degree) -
Hillsborough Community College, Plant City Campus