Megan Stephenson

Clients:

• Express Scripts - Department of Defense, DoD
• Centene DSNP
• Centene Ambetter Provider Services (all states)
• Centene Ambetter Member Services (all states)

• Supervised operations staff and kept employees compliant with company policies and procedures.
• Tracked employee attendance, performance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Cultivated, nurtured and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Mentored junior team managers in leadership skills thereby promoting a culture of teamwork within the organization.
• Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
• Set, enforced, and optimized internal policies to maintain responsiveness to demands.
• Developed and implemented strategies to maximize customer satisfaction.
• Conducted regular performance reviews, identifying areas for improvement, root cause analysis, and developing action plans. Developed systems and procedures to improve operational quality and team efficiency.
• Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow, increasing profit levels. Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
• Reduced turnaround time for project completion through effective resource allocation and team management.
• Developed robust contingency plans to ensure business continuity during unforeseen disruptions.
• Analyzed and reported on key performance metrics to senior management and client.
• Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
• Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly. Reduced operational risks while organizing data to forecast performance trends.
• Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
• Implemented innovative programs and incentives to increase employee loyalty and reduce turnover.
• Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.

Clients:

• Express Scripts - Department of Defense, DoD
• Centene DSNP
• Centene Ambetter Provider Services (all states)
• Centene Ambetter Member Services (all states)

• Enhanced team productivity by providing ongoing training, coaching, development, and mentoring.
• Conducted root cause analysis in deficient areas to identify and resolve issues.
• Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
• Compiled training materials, tools and resources, which ended up becoming mandatory tools for all Teams project-wide.
• Developed, improved and implemented standard operating procedures to ensure consistency in Quality and Performance for both my Team and the Project.
• Reduced employee turnover/retention by fostering a positive work environment, activities to boost Team morale, through open communication and constructive feedback.
• Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
• Championed the adoption of new technology tools that streamlined daily tasks for both agents and supervisors alike. Adapted and evolved quickly to the ever-changing processes and applications.
• Increased First Call Resolution rates, Quality, Productivity, Schedule Adherence, Resource Utilization, CSAT, Avenge Call Handle Time significantly, exceeding goal consistently, resulting in drastically lower or non existent client penalties.
• Decreased Team Absenteeism, Attrition, Average Call Handle Time, Invalid Transfers or Consults, Repeat Calls significantly and consistently, resulting in drastically lower or non existent client penalties.
• Led the top performing Team on all projects, being recognized as Supervisor as the year 2 consecutive years.
• Managed scheduling and forecasting needs to maintain optimal staffing levels throughout various shifts and peak periods.
• Conducted regular performance reviews, identifying areas of opportunity for agents'' professional development.
• Promoted many of my employees to leadership roles such as SMEs, Supervisors, Quality, IT, and Trainers.
• Completed thorough documentation daily on all coaching sessions, corrective actions, behavioral based plans, professional development plans, attendance, and KPIs.
• Collaborated with cross-functional teams to optimize workflows, resulting in improved interdepartmental communication and coordination. Fostered strong relationships with internal and external departments to facilitate information sharing and improve overall customer experience outcomes
• Implemented quality assurance processes and pushed best practices, ensuring consistent adherence to company policies and procedures across team and project.
• Spearheaded training programs designed to enhance agents'' product knowledge and customer service skills.
• Monitored daily performance metrics to track and evaluate individual and team performance, driving continuous improvement.
• Collaborated with training team to boost product support and certification training initiatives.
• Communicated best practices among on-site and external personnel to align efforts and goals.
• Monitored real-time call traffic patterns to proactively address potential bottlenecks or workflow disruptions before they impacted service levels.
• Oversaw recruitment efforts for new hires, conducting the final interview to ensure their profile aligned with company needs, securing proper onboarding procedures were followed for seamless integration into the team.

• Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
• Mentored junior team members, contributing to their professional growth and development.
• Developed effective training materials and resources resulting in improved skill sets and performance as a Project.
• Assisted daily in multiple Mega Chats, for both Nesting/OJT/Training agents and Production agents, responding to high volume Agent Assistance Requests from agents on live calls, providing prompt and accurate guidance to the correct resources to resolve the call.
• Handled escalations and supervisor calls.
• Using multiple applications, ensured adherence and the meeting of forecasted service levels by collaborating with WFM, reaching out to agents who were over break, sitting incorrect auxes, not logged in, etc.

Client:

Centene Ambetter Member Services,

Centene Ambetter Provider Services

• Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements. ensured compliance with HIPAA regulations.
• Took high volume inbound calls assisting with all inquiries concerning Medical, Pharmacy, Dental and Vision coverage.
• Consistently met and exceeded in all KPI's.
• Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
• Responded proactively and positively to rapid change.
• Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
• Maintained accurate records of customer interactions, ensuring proper documentation.
• Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information.
• Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
• Contributed to the company''s ongoing success by actively seeking opportunities for personal growth and skill development within the healthcare customer service field.
• Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
• Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
• Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.

• Established strong customer relationships through excellent communication and attentive service.
• Managed financial operations to ensure fiscal responsibility, including budgeting, forecasting, and financial reporting.
• Created and balanced budgets, established billing strategy, implemented an accounting system, increasing efficiency by 84%.
• Handled inventory and ordering of products, implementing new products to include the top of the line tanning beds, booths, automated spray tan machines, teeth whiting machines, skincare and tanning products, and more.
• Prepared annual budgets with controls to prevent overages.
• Established a loyal customer base by providing personalized attention, addressing concerns promptly, and exceeding expectations.
• Managed daily operations for a successful small business, ensuring efficient processes and quality services.
• Promoted business via social media to generate leads and maximize brand identity. Advertised products and services online, social media and through traditional campaigns to target ideal consumers.
• Achieved consistent growth with careful planning and execution of business development initiatives.
• Evaluated sales reports and financial statements to manage cash flow and develop techniques to improve business.
• Evaluated competitors'' offerings to identify gaps in the market for unique selling propositions that attracted new clients.
• Designed business plan to define concept, short-term and long-term goals and strategies.
• Hired and trained employees to oversee day to day operations, customer service and sales.
• Raised employee pay by 18% second year of business purchase, including employee bonus' to receive a percentage of all sales.