Summary
Overview
Work History
Education
Skills
Timeline
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Karlee Schmied

Grant Park,Illinois

Summary

Began career at CIGNA in December 2016, advancing from One Guide Associate to team lead. Skilled in roles with Aged FMS team, Open Call lead, and ECT backup for One Guide accounts. Recently moved into Quality Coach Role, with a results-oriented approach and specialized in creating customized coaching programs for measurable enhancements. Highlights collaborative teamwork and adaptability to changing requirements, consistently achieving objectives with strong interpersonal skills and leadership abilities.

Experienced with motivational techniques, interpersonal communication, and strategic planning. Utilizes tailored approach to foster individual and team growth. Track record of achieving enhanced performance outcomes through effective coaching methods.

Overview

11
11
years of professional experience

Work History

Technical Coach Lead Representative

Cigna
05.2022 - Current
  • As a coach, my responsibilities include supporting daily workload management and ensuring that coachees understand Cigna’s processes and procedures, while effectively utilizing available resources such as KnowledgeExchange. Developing strong emotional connections and demonstrating empathy are core aspects of my role, and I remain committed to fostering these qualities in the representatives I work with.
  • I collaborate daily with coachees to promote their professional growth and progress within their careers, partnering with leadership to facilitate continuous development and advancement.
  • CORT Misdirect Lead Coach
  • Coach Assisting New Hire Teams
  • Crew Support

Customer Service Senior Representative / OneGuide Representative

Cigna
12.2016 - 05.2022
  • Deliver the OneGuide Experience by taking ownership of member interactions, effectively resolving concerns, and proactively identifying and addressing potential future issues or obstacles.
  • Demonstrate ownership in issue resolution and member education, while achieving key performance metrics, customer satisfaction survey goals, and positive feedback.
  • Assigned to the Prudential Insurance account.
  • Participate as a member of Cigna's PG Mitigation Team.
  • Escalation Backup Team Lead for Angelo Paone
  • Possessing comprehensive knowledge of my role enables me to contribute effectively, establishing credibility and dependability.
  • As the designated Escalation Gatekeeper Lead for our team, I collaborate with colleagues, internal partners, and client management to address and resolve escalated issues.

Licensed Beautician/ Salon Manager

IKM Salon
08.2014 - 11.2016
  • Taking responsibility for the salon.
  • Building a clientele for myself and the employees that worked under myself while in management.
  • Filing and documentation for each client.
  • Keeping track of client medical conditions and personal history created a great personal experience every time.
  • Customer service skills.
  • Having a following because not only was I creating a comfortable environment with my customers but my employees, which ultimately creates a good experience.

Education

Paul Mitchell Cosmetology Program - Cosmetology

Paul Mitchell
Bourbonnais, IL
01.2014

High School Diploma - undefined

Momence High School
Momence, IL
01.2022

Skills

  • Skilled in Outlook, Excel, Knowledgexchange, and Adobe
  • Completed the Knowledge Exchange Pioneer training / Advisor program, which I consider a valuable asset to Cigna This training enhances my ability to educate members, maintain ongoing professional development, ensure accurate documentation, and effectively manage daily tasks
  • Beyond my responsibilities at Cigna, I possess strong/ Effective communication skills and the ability to build rapport while maintaining a professional demeanor I am committed to teamwork and am always willing to contribute when opportunities arise My strengths include organization, thorough documentation, dependability, effective time management, group leadership, personable and friendly, verbal and written communications, personal development, coaching techniques, strategic planning and successful planning due to developing agendas

Timeline

Technical Coach Lead Representative

Cigna
05.2022 - Current

Customer Service Senior Representative / OneGuide Representative

Cigna
12.2016 - 05.2022

Licensed Beautician/ Salon Manager

IKM Salon
08.2014 - 11.2016

High School Diploma - undefined

Momence High School

Paul Mitchell Cosmetology Program - Cosmetology

Paul Mitchell

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Karlee Schmied