Laura Elliot
Kankakee,IL
Summary
Supportive development coach with detailed knowledge of industry practices and skill to provide long-term success for companies. Oversaw training for customer service practices to meet all KPIs. Trained in MS Office, Webex, and medical insurance software. Known for goal-oriented mindset and positive attitude.
Overview
16
16
years of professional experience
Work History
Technical Coaching Lead Representative
Cigna
10.2014 - 08.2024
- Held previous titles of Customer Service Advocate, Customer Service Senior Advocate, Customer Service Lead Representative, Customer Service Analyst
- Supervised and tailored coaching for many representatives for meeting KPIs within a call center
- Provided one-on-one coaching sessions to address individual performance gaps and enhance overall team productivity
- Conducted regular training sessions on product knowledge, company policies, and effective communication techniques to improve customer interactions
- Fostered a positive learning environment by promoting teamwork, open communication, and mutual respect among trainees
- Gathered and maintained data to measure coaching success, identify barriers, and bring attention to subject matter needing SOPs.
Website Manager
Village of Bradley
05.2013 - 05.2020
- Troubleshot issues with websites and fixed scripting and use issues.
- Trained support staff in site implementation, updating and maintenance procedures.
- Gained extensive knowledge in data entry, analysis and reporting.
Crew Leader
Subway
02.2013 - 10.2014
- Monitored team members to verify work quality and address concerns.
- Trained employees in time management and proper ways to complete job duties.
- Discussed daily work requirements with crew and assigned skills-based tasks to enable completion of work.
- Instructed crew members in safe work practices and methods to reduce work-related injuries.
Crew Member
Subway
02.2009 - 05.2010
Sales Associate
Wet Seal
08.2008 - 02.2009
Sales Associate
Bath & Body Works
04.2008 - 08.2008
Education
High School Diploma -
Clifton Central High School
Associate of Arts - General Education
Kankakee Community College
Bachelor of Arts, Major in Spanish Language Specialization, Minor in Latin American Studies -
Illinois State University
Skills
- Staff Development
- Data & Performance Evaluation
- Customer Relationship Management
- Employee Performance Management
- Call center experience
- Team training and development
Accomplishments
- Graduated Cum Laude (3.8-3.89 GPA) at Illinois State University
- Member National Honor Society
- Study Abroad Program, Granada, Spain for a semester
- Illinois Baccalaureate Scholar Scholarship Program at KCC
- Sigma Delta Pi National Spanish Honor Society
Coachingleadership
Supervised and tailored coaching for many reps for meeting KPIs within the call center, Provided one-on-one coaching sessions to address individual performance gaps and enhance overall team productivity, Created knowledge that all CSAs across the network could access for customer inquiries, Conducted regular training sessions on product knowledge, company policies, and effective communication techniques to improve customer interactions, Client requested reviews and coaching sessions, Fostered a positive learning environment by promoting teamwork, open communication, and mutual respect among trainees, Helped as a go between client service account executives and managers to make sure all things necessary completed by month end for high profile accounts we handled, Evaluating effectiveness of coaching by surveys, systems monitoring KPIs, manager feedback
Cignaexperience
Trained in all available benefit plans e.g. Proclaim, OG, CCF, HV, Cigna EE, and SureFit, Leadership role for over 7 years in customer service and coaching environment, Technical Coaching Lead Representative since Dec 2022, Collaborated across internal projects to improve company policies, procedures and SOPs, Achieve Knowledge Advisor role to create SOPs for customer service to follow for assistance and required actions during call interactions
References
- Renee Dixon, Cigna, 815-530-3479
- Nicole Elliot, Platinum Service Lead at Cigna, 815-999-2075
- LeAnn Pulizzi, Technical Coaching Lead Representative, 570-620-8023
Customerservice
Played a role in high satisfaction rates yearly for Cigna, Cultivated positive and lasting relationships with customers, Several years in a row of highest overall number of compliments across the network, Resolving escalated and management-assist issues for over 7 years at Cigna, Proficient in using Microsoft office products and all Cigna programs, Been a part of several internal projects and testing for Cigna over the 9+ years I’ve been here
Timeline
Technical Coaching Lead Representative
Cigna
10.2014 - 08.2024
Website Manager
Village of Bradley
05.2013 - 05.2020
Crew Leader
Subway
02.2013 - 10.2014
Crew Member
Subway
02.2009 - 05.2010
Sales Associate
Wet Seal
08.2008 - 02.2009
Sales Associate
Bath & Body Works
04.2008 - 08.2008
High School Diploma -
Clifton Central High School
Associate of Arts - General Education
Kankakee Community College
Bachelor of Arts, Major in Spanish Language Specialization, Minor in Latin American Studies -
Illinois State University
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