Marlee Wolfe
5514 Johnson Creek Road Covington,VA
Summary
Dedicated Customer Service Team Lead, Interim Supervisor with great coaching, documentation and active listening skills in a fast-paced work environment. Team player and subject matter expert that facilitates topic based huddles and calibration sessions with up to 50 participants across the department. Recognized by executive leaders in the 2022 Spring Road Show for dedication and compassion towards M&R members and colleagues. Focused on motivating self and others to reach business goals.
Overview
8
8
years of professional experience
Work History
Customer Service Team Lead/Interim Supervisor
United Health Care, Government Operations
Covington, VA
08.2022 - Current
- Motivated teams by recognizing and rewarding excellence.
- Assisted in creating training materials and implemented company processes to effectively resolve customer service issues.
- Set attainable daily, weekly, and monthly goals for the team to ensure goals are met.
- Held monthly meetings with advocates to provide constructive feedback on performance.
- Supported associates career development by discussing potential for growth within company.
- Utilized active listening skills and asked open-ended questions to ascertain member call needs.
Advocate4Me Representative, Subject Matter Expert
United Health Care, Government Operations
Remote Out of Covington, Virginia
08.2021 - 08.2022
- Proficient in using computer systems: Maestro, Knowledge Central, Qualtrics, Performance Management Tool, Icue, Nexidia, and PAS system.
- Coaching defects and opportunities on calls and regulatory compliance items.
- Experienced in all Medicare Advantage Group Retiree Lines.
- Fostering collaborative relationships with peers to ensure alliance on advocate and team goals.
- Championing weekly outlier report communications for advocates below business goals.
- Responsible for seeing member escalations through to resolution.
Internal Auditor
Jackson River Community Credit Union
Covington, VA
05.2019 - 08.2021
- Collaborated with management to address all major risks.
- Reviewed company policies against best practices to better understand level of compliance.
- Determined which processes would improve internal controls and operating efficiency for company.
- Helped department leaders devise and implement remediation plans to address identified concerns.
- Created and submitted detailed audit reports for use by supervisory committee in key decision-making processes.
Teller
Jackson River Community Credit Union
Covington, VA
08.2018 - 05.2019
- Entered member transaction data into online banking software.
- Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
- Conducted special service and account transactions for customers, including ordering checks.
- Maintained confidentiality of bank records and client information.
- Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
Administrative Assistant
Dabney S. Lancaster Community College
Clifton Forge, VA
12.2017 - 05.2019
- Maintained work safety and followed established operating procedures and practices.
- Processed and delivered all mail and package deliveries.
- Prepared packages for shipment by generating packing slips and setting up courier deliveries.
- Organized and maintained filing, document, and key management systems by coordinating, archiving and purging files.
- Ensured proper discarding of surplus property.
Teachers Assistant
YMCA
Covington, VA
05.2017 - 09.2017
- Supervised students and maintained security throughout school buildings and on field trips.
- Prepared bulletin boards and classroom materials.
- Monitored students in class, hallways and cafeteria to supervise, enforce rules and support lead teacher.
- Resolved interpersonal conflicts by listening, finding common ground and building relationships.
Education
Bachelor of Science - Accounting
Liberty University
Lynchburg, VA05.2021
Associate of Science - Business Administration
Dabney S. Lancaster
Clifton Forge, VA05.2019
Skills
- Accounting concepts
- Policy compliance
- Owning and Fostering Engagement
- Customer Support
- Verbal and Written Communication
- Control recommendations
- High-energy attitude
- Adaptive team player
- Cultivation of Culture and relationships
- Compassion and empathy
- Training and Development
Timeline
Customer Service Team Lead/Interim Supervisor
United Health Care, Government Operations
08.2022 - Current
Advocate4Me Representative, Subject Matter Expert
United Health Care, Government Operations
08.2021 - 08.2022
Internal Auditor
Jackson River Community Credit Union
05.2019 - 08.2021
Teller
Jackson River Community Credit Union
08.2018 - 05.2019
Administrative Assistant
Dabney S. Lancaster Community College
12.2017 - 05.2019
Teachers Assistant
YMCA
05.2017 - 09.2017
Bachelor of Science - Accounting
Liberty University
Associate of Science - Business Administration
Dabney S. Lancaster
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