Lareco Wyche
Fayetteville,NC
Summary
Seasoned Customer Service and Management Professional with 11+ years of experience specializing in team leadership, process improvement, and customer satisfaction. Skilled in identifying performance gaps and implementing effective solutions. Adept at fostering strong relationships to drive team development and achieve exceptional service standards. Eager to contribute to a forward-thinking company's success.
Overview
9
9
years of professional experience
Work History
Senior Coaching Advisor
Blue Cross and Blue Shield of North Carolina
12.2021 - Current
- Worked closely with team members to pinpoint and address performance challenges, identify process gaps, and provide root-cause analysis to improve team effectiveness.
- Identified and filled team skill gaps through targeted coaching, delivered individualized coaching, and shared best practices to enhance quality and knowledge transfer among staff.
- Shared insights and strategies with leadership to boost team performance and customer satisfaction, contributing to improved frontline staff performance and customer experience.
Customer Service Solutions Coach
Blue Cross and Blue Shield of North Carolina
04.2019 - 12.2021
- Guided new hires through comprehensive training, enhancing their problem-solving and customer service skills. Guided new hires through scenario validation, feedback, and floor support.
- Resolved complex customer issues, ensuring satisfaction and loyalty, employing protocols to resolve issues, and coordinate with external departments when necessary.
- Documented and shared trends with leadership, supporting data-driven improvements in quality and training.
Customer Service Professional
Blue Cross and Blue Shield of North Carolina
08.2018 - 12.2021
- Acted as a trusted advisor for complex customer inquiries, demonstrating advanced knowledge in healthcare insurance processes and product offerings
- De-escalated challenging situations, maintained strong customer relationships, and facilitated onboarding for new team members
- Contractor from August 2018 to April 2019; Permanent from April 2019 to December 2021
Front Desk Agent / Night Supervisor
Holiday Inn
07.2016 - 11.2018
- Ensured guest satisfaction through prompt, courteous service, acting as the Manager on Duty during evening shifts to supervise front desk operations
- Trained and supported front desk team, fostering a positive work environment and maintaining high standards of guest service
Reservation Sales Specialist
Intercontinental Hotel Group
11.2016 - 01.2017
- Delivered high-quality reservation services, matching guest needs with hotel offerings to boost brand preference and customer loyalty
- Actively engaged in finding creative solutions to enhance guest satisfaction and drive results
Shift Manager
Taco Bell
01.2016 - 08.2016
- Assisted the General Manager in daily operations, emphasizing safe practices, quality standards, and efficient service
- Provided guidance to team members, ensuring smooth shifts and adherence to company policies
Education
General Studies Diploma -
Lakewood High School
01.2006
Skills
- Effective Conflict Management
- Team Empowerment
- Digital Tools For Team Management
- Strategic Planning
- Proficiency in Microsoft Office (Word, Excel, PowerPoint)
- Process Optimization & Trend Analysis
- Collaborative Communication
- Adaptable & Solution-Oriented Approach
Timeline
Senior Coaching Advisor
Blue Cross and Blue Shield of North Carolina
12.2021 - Current
Customer Service Solutions Coach
Blue Cross and Blue Shield of North Carolina
04.2019 - 12.2021
Customer Service Professional
Blue Cross and Blue Shield of North Carolina
08.2018 - 12.2021
Reservation Sales Specialist
Intercontinental Hotel Group
11.2016 - 01.2017
Front Desk Agent / Night Supervisor
Holiday Inn
07.2016 - 11.2018
Shift Manager
Taco Bell
01.2016 - 08.2016
General Studies Diploma -
Lakewood High School
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