KRISTEN AGUILAR
Blaine,WA
Summary
Accomplished team manager with expertise in customer support, compliance, and data analysis. Extensive background in training and development, demonstrating a proven ability to lead and motivate teams towards achieving business objectives and enhancing service quality. Eager to apply skills in customer service, project execution, and team management to excel in a new role.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Senior Supervisor
Cigna Global Health Benefits
05.2022 - Current
- Research and respond to inquiries and interpret policy provisions to determine most effective response to clients, customers, brokers, and healthcare professionals
- Schedule and monitor staff and day to day workflow
- Business area lead responsible for the successful launch of multiple projects, communicating effectively with stakeholders, and developing knowledge and training articles to distribute amongst Cigna Global employees
- Maintained compliance with company policies and procedures.
- Monitored daily operations to ensure compliance with company policies and regulations.
- Cultivated an environment of innovation by encouraging creativity among team members when brainstorming solutions to problems.
- Analyzed data to identify areas needing improvement in processes or services offered.
- Facilitated interdepartmental meetings aimed at improving collaboration between teams working on common projects.
- Conducted regular performance reviews for employees to assess progress towards objectives set forth by management.
- Managed team performance by providing feedback, setting objectives, and creating incentives to meet goals.
Quality Performance Coach
Cigna Global Health Benefits
04.2013 - 05.2022
- Customer Service Representative: April 2013-April 2015, Quality Audit Representative: April 2015-October 2020, Quality Performance Coach: October 2020-May 2022
- Responsible for coaching and training of a team of 20 Customer Service Representatives (CSRs)
- Meeting with CSRs twice a month or as needed to discuss call metrics, training needs, and to provide the support they need to perform their duties effectively
- Performing 5 call reviews per CSR per month to monitor performance
- Customer Service/Call Center environment
- Initial position was as a Call Center representative, answering incoming calls from health care professionals and members requesting benefit information, claim status, eligibility information, and other information regarding health insurance
- Promoted to Email Representative in October 2014, where I answered incoming email inquiries from our customer website
- In charge of multiple projects delegated by senior management due to my hard work and knowledge of company information and procedures
- Self-sufficient position that requires minimal supervision
- Promoted to Quality Audit Representative in May 2017. Position entailed performing random call audits to meet client and company requirements. Call reviews are done to monitor customer service and accuracy.
- Selected to be in charge of Performance Guarantee (PG) client reviews. PG clients require a higher level of detail analysis and customer service level to meet contractual obligations.
Assistant Manager
Vans Shoes
03.2009 - 11.2012
- Preparing nightly deposits
- Creating weekly schedules based on sales trend and LY sales
- Managing a staff of 20+ associates
- Analyzing key performance indicators and motivating staff to meet company goals
- Driving sales by personal performance, and maintaining the highest level of customer service
- Managing all store operations
- Planning and executing monthly visual sets
- Loss prevention and bi-yearly inventory
- Assisting with all hiring and training of store personnel
- Assisting Store Manager with writing and issuing performance appraisals
- Contributed to increase in sales as well key performance indicators at each location I worked at during my tenure with the company
Education
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College of the Sequoias
CA06.2006
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Tulare Western High School
CA01.2004
Skills
- Training & Development
- Quality Assurance
- Root Cause Analysis
- Team Management
- Data Analysis
- Compliance
- Verbal and Written Communication
- Project Management
- Stakeholder Communication
- Proficient in MS PowerPoint, MS Excel, MS Outlook, Salesforce, Workday, etc
Certification
Google Project Management Professional Certification
Timeline
Customer Service Senior Supervisor
Cigna Global Health Benefits
05.2022 - Current
Quality Performance Coach
Cigna Global Health Benefits
04.2013 - 05.2022
Assistant Manager
Vans Shoes
03.2009 - 11.2012
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College of the Sequoias
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Tulare Western High School
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