Lauren Riley
Philadelphia,Pennsylvania
Summary
Dynamic Customer Service Supervisor with a proven track record at Aetna, enhancing customer satisfaction through effective issue resolution and team leadership. Skilled in problem-solving and training, I foster collaboration and drive performance improvements, consistently achieving high service quality and team morale. Committed to delivering exceptional customer experiences.
Overview
9
9
years of professional experience
Work History
Customer Service Supervisor
Aetna
10.2020 - 04.2025
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Created, prepared, and delivered reports to various departments.
Customer Service Supervisor
Comcast
06.2016 - 08.2020
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
Education
High School Diploma -
Multi Cultural Academy Charter High School
Philadelphia, PA06-2008
Skills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Team building and leadership
- Decision-making
- New hire training
- Positive and constructive feedback
- Issue resolution
- Goal setting
- Training programs
Accomplishments
- Supervised team of 40+ staff members.
- Collaborated with teams of 25+ in efforts to improve, reinvent and maintain an exceptional customer experience.
Timeline
Customer Service Supervisor
Aetna
10.2020 - 04.2025
Customer Service Supervisor
Comcast
06.2016 - 08.2020
High School Diploma -
Multi Cultural Academy Charter High School
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