Summary
Overview
Work History
Education
Skills
Roles And Responsibilities
Timeline
Generic

Mary Floch

Detroit,MI

Summary

Dynamic individual with hands-on experience in customer service, training, and tutoring. Demonstrates talent for navigating challenges, strong problem-solving skills, and a proactive approach to new tasks. Known for adaptability, creativity, and a results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.

Overview

14
14
years of professional experience

Work History

English Tutor

Beyond Basics
10.2024 - Current
  • Enhanced students'' reading and writing skills by implementing interactive and engaging lesson plans.
  • Improved students' written and verbal English skills through personalized learning programs.
  • Taught students study techniques and strategies for succeeding on grammar and composition tests.
  • Developed personalized tutoring sessions based on student needs, leading to improved academic performance.

Senior Analyst

Blue Cross Blue Shield of Michigan
08.2011 - 09.2023
  • Spearheaded creation and documentation of new agent training by assessing interactions, resulting in a 30% increase in providing correct information to members
  • Successfully scheduled and helped classroom training for 1500 Customer Service Reps (CSRs) on the Ulysses 8-step call strategy
  • Provided comprehensive one-on-one training to CSRs navigating information platforms
  • Successfully completed and certified in Lean Six Sigma Green Belt course the University of Michigan College of Engineering
  • Managed customer service performance improvement projects for CSRs including Senior Sensitivity and Non-Native Speakers
  • Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness
  • Implemented training initiatives to enhance critical thinking, problem solving and empathy skills for CSRs

Education

Master of Science - Health Education

Eastern Michigan University
Ypsilanti, MI
08-2011

Skills

  • Strong vocabulary skills
  • Customer service
  • Organizational and time management skills
  • Conflict resolution techniques
  • Creating teaching materials
  • Creative writing techniques
  • Group facilitation
  • Effective listening
  • Critical thinking development
  • Attention to detail

Roles And Responsibilities

  • Program Implementation, Assist with the implementation of CQI projects and programs.
  • Team Development, Contribute to a team that is dedicated to achieving excellence in programming and policy to advance division goals.
  • Quality Improvement, Work with division team and department peers to advance positive organizational culture development.
  • Other, Other duties assigned by supervisor.

Timeline

English Tutor

Beyond Basics
10.2024 - Current

Senior Analyst

Blue Cross Blue Shield of Michigan
08.2011 - 09.2023

Master of Science - Health Education

Eastern Michigan University

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