Jordan A Saunders
Woodbridge
Summary
Results-driven Member Services Supervisor with extensive experience leading teams and delivering outstanding customer service in high-volume call center environments. Adept at managing escalations, coaching team members, and ensuring service excellence. Proven track record of meeting performance goals and resolving complex issues with a keen attention to detail and strong leadership skills.
Overview
11
11
years of professional experience
Work History
Cabin Supervisor
ABM Industries
10.2024 - Current
- Supervised cabin crew operations, ensuring adherence to safety protocols and service standards.
- Coordinated pre-flight briefings and training sessions, enhancing team performance and operational efficiency.
- Monitored in-flight services, addressing passenger needs promptly to improve overall satisfaction.
- Implemented process improvements for cabin procedures, reducing turnaround times and enhancing service quality.
Team Leader/Supervisor
Dominion National
01.2022 - 10.2024
- Serve as the primary point of contact for escalated issues, adeptly handling and resolving complex concerns.
- Provide coaching and constructive feedback to Member Service Specialists to enhance performance and professional growth.
- Offer floor support to ensure team members meet service level performance goals and maintain high standards.
- Investigate and address complaints related to billing or services, referring issues to appropriate departments for thorough investigation.
Member Service Coordinator
Dominion National
02.2019 - 01.2022
- Delivered consistent and accurate interpretation of benefits to dentists, members, and employers.
- Clearly communicated dental policies and procedures to various stakeholders.
- Proactively resolved patient concerns by liaising with relevant parties and meticulously documenting resolutions in the Data Dental system.
- Managed correspondence, including brochures and provider lists, ensuring timely and accurate delivery to enrollees.
- Addressed and investigated billing, claims, and service-related complaints, escalating unresolved issues to designated departments.
- Achieved and consistently exceeded established ACD system call statistics goals.
- Supported the Director/Manager of Member Services with diverse projects, contributing to the overall efficiency of the department.
Member Services Specialist
Advance Health
06.2015 - 11.2018
- Scheduled client appointments in alignment with Nurse Practitioners' availability and geographic locations, handling member concerns in a fast-paced environment.
- Managed inbound calls related to cancellations, scheduling, and rescheduling requests.
- Surpassed production metrics and performance standards, demonstrating a commitment to excellence.
- Undertook additional assignments as directed by the Supervisor, showcasing flexibility and a strong work ethic.
Call Center Agent (Tier I)
Advance Health
02.2015 - 06.2015
- Managed an average of 100 calls per day using an automated dialer, effectively responding to customer objections and scheduling appointments.
- Utilized scripted responses to secure appointments, demonstrating strong communication skills.
- Recognized and promoted to Member Services Specialist due to exceptional performance and dedication.
Sales Representative (Temporary Agency)
Direct Connect
01.2015 - 02.2015
- Completed comprehensive sales training course (SANDLER), enhancing sales techniques and strategies.
- Conducted high-volume outbound calls, averaging 100-200 calls per day using auto-dialer software.
- Adhered to scripted teleprompts as per agency guidelines, ensuring consistency and compliance.
- Consistently surpassed weekly quota of 16 appointments, demonstrating strong performance and efficiency.
Education
Richard Bland College
Petersburg, VA01.2013
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Northern Virginia Community College
Woodbridge, VA01.2012
Skills
- Leadership and Team Management
- Customer Service Excellence
- Escalation Management
- Performance Metrics Achievement
- Effective Communication
- Complaint Resolution
- Data Management Systems (eg, Data Dental)
- Project Support
Timeline
Cabin Supervisor
ABM Industries
10.2024 - Current
Team Leader/Supervisor
Dominion National
01.2022 - 10.2024
Member Service Coordinator
Dominion National
02.2019 - 01.2022
Member Services Specialist
Advance Health
06.2015 - 11.2018
Call Center Agent (Tier I)
Advance Health
02.2015 - 06.2015
Sales Representative (Temporary Agency)
Direct Connect
01.2015 - 02.2015
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Northern Virginia Community College
Richard Bland College