Experienced Senior Supervisor bringing 10 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Hi, I’m
Keandra White
Senior Supervisor
Mansfield,TX
Summary
Overview
10
years of professional experience
Work History
CignaBedford, TX
Senior Customer Service Supervisor
11.2018 - Current
Job overview
- Manage complex transactional and emotional customer situations promptly and professionally while meeting service commitments.
- Conduct training and mentor team members to promote productivity, accuracy, and commitment to friendly service.
- Coach team members to deliver hospitable, professional service while adhering to set service models.
- Actively support service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Create, prepare, and deliver reports to various departments.
- Set priorities and problem-solve workflow issues to maintain rapport with customers and managers.
- Identify customer service trends to provide recommendations for process and procedural improvements.
- Hire, manage, develop and train staff, establish and monitor goals, conducted performance reviews and administered salaries for staff
- Complete bi-weekly payroll for 50+ employees.
- Managed complex transactional and emotional customer situations promptly and professionally while meeting service commitments
Journey4wardMansfield, TX
Behavioral Health Case Manager
08.2020 - 05.2023
Job overview
- Applied evidence-based techniques such as behavioral activation, problem-solving treatment and motivational interviewing to support behavioral interventions.
- Verified successful coordination of counseling efforts with mental health professionals, doctors, social workers and other stakeholders.
- Recorded patient progress and treatment recommendations to be shared with medical providers, psychiatric consultants and other treating providers.
- Conducted assessments to determine individual needs and developed personalized care plan to address stated objectives.
- Educated patients about common mental health and substance abuse disorders to facilitate understanding of treatment options.
- Managed over 50 patients while monitoring and evaluating care plans.
- Prepared reports to summarize clients' mental health status and treatment progress.
- Encouraged patients to discuss experiences in group and individual settings.
- Adhered to ethical and legal standards for confidentiality, protecting clients' privacy.
- Attended trainings to participate in regular supervision and continued education to maintain professional competence and ethical standards.
CignaBedford, TX
Senior Quality Assurance Specialist
05.2016 - 11.2018
Job overview
- Fixed identified issues to increase productivity and boost workflows.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
- Trained and mentored [50] new personnel hired to fulfill various roles.
- Developed lesson plans, instructional materials and written practice tests for Customer Service and Professional Development training courses.
Colorado Christian University Lakewood, CO
Graduate Assistant
08.2020 - 08.2022
Job overview
- Assisted faculty members with data collection for potential academic publications.
- Analyzed acquired information and presented to professors.
- Administered coursework, graded assignments and provided constructive feedback.
- Led weekly seminars to discuss research findings and build ideas to progress projects.
- Completed administrative and research duties per professor request.
- Performed statistical, qualitative, and quantitative analysis.
- Tutored over 25 students.
- Taught small groups of students focused on specific parts of coursework.
The University Of Texas Of The Permian BasinOdessa, TX
Undergraduate Teaching Assistant
08.2018 - 12.2019
Job overview
- Checked assignments, proctored tests and provided grades according to university standards.
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives.
- Supported classroom activities, tutoring, and reviewing work for over 50 students.
- Tutored struggling students individually and in small groups to reinforce learning concepts.
- Helped students develop diligent study habits and strategies to achieve successful outcomes.
- Prepared letters of recommendation for students looking to obtain internships and cooperative opportunities.
Northeast Texas Community CollegeMount Pleasant, TX
Teaching Assistant
01.2013 - 12.2015
Job overview
- Tutored over 25 struggling students individually and in small groups to reinforce learning concepts.
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives.
- Provided students with constructive, encouraging and corrective feedback.
- Studied and implemented latest information on specific subjects and learning strategies.
- Supported classroom activities, tutoring, and reviewing work.
Education
Walden UniversityMinneapolis, MN
Ph.D. from Counselor Education And Supervision
Current
University Overview
Colorado Christian UniversityDenver, CO
Master of Arts from Clinical Mental Health Counseling
11-2022
University Overview
The University of Texas of The Permian BasinOdessa, TX
Bachelor of Arts from Psychology
05-2019
University Overview
Northeast Texas Community CollegeMount Pleasant, TX
Associate of Arts from Psychology
12-2014
University Overview
Skills
- Assessments administration
- Advocacy
- Lecturing skills
- Curriculum Development
- Trainer coaching
- Program evaluation
- Class preparation
- Training and mentoring
- Operations management
- Priority management
- Team Goals
- Customer Relationship Management
Timeline
Behavioral Health Case Manager
Journey4ward
08.2020 - 05.2023
Graduate Assistant
Colorado Christian University
08.2020 - 08.2022
Senior Customer Service Supervisor
Cigna
11.2018 - Current
Undergraduate Teaching Assistant
The University Of Texas Of The Permian Basin
08.2018 - 12.2019
Senior Quality Assurance Specialist
Cigna
05.2016 - 11.2018
Teaching Assistant
Northeast Texas Community College
01.2013 - 12.2015
Walden University
Ph.D. from Counselor Education And Supervision
Colorado Christian University
Master of Arts from Clinical Mental Health Counseling
The University of Texas of The Permian Basin
Bachelor of Arts from Psychology
Northeast Texas Community College
Associate of Arts from Psychology
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