Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
References
Timeline
Generic

Melana Blanks

Wake Forest,North Carolina

Summary

Dynamic leader with a strong background in customer relationship management and performance analysis. Skilled in implementing targeted coaching programs that drive strategic initiatives and improve team performance metrics.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Leadership Development Role

Cigna Healthcare
Work From Home, NC
02.2025 - Current
  • Coach team members to enhance performance and meet established expectations.
  • Collaborate with leadership to drive strategic initiatives.
  • Review performance reports to identify trends and outliers.
  • Leverage expertise from Health Ace experience to uncover opportunities across other lines of business.
  • Took ownership of HD3 team during supervisor absence, providing effective coaching and support.
  • Partnered with EET Supervisor to improve team performance metrics through targeted coaching.
  • Implemented individualized feedback sessions, resulting in measurable improvements in customer service metrics.

Customer Service Analyst-Service Health Ace

Cigna HealthCare
Work From Home, NC
09.2023 - 02.2025
  • Assisted PepsiCo members with their medical plan benefit needs.
  • Recommended vendor programs and services.
  • Built an ongoing relationship with the member and their family, becoming their trusted advisor and single point of contact.
  • Provided advanced support with prior authorizations.
  • Provided advanced support on claim rejections and overrides, as appropriate, based on policy and procedures.
  • Collaborated with Clinical teams when appropriate to ensure all of the members needs were met

Customer Service Advocate

Cigna Healthcare
Work From Home, NC
09.2022 - 09.2023
  • Assisted customers with inquiries regarding health insurance plans and services.
  • Processed claims and maintained accurate records in the customer support system.
  • Resolved customer complaints through effective communication and problem-solving skills.
  • Educated clients on benefits, coverage options, and policy details.

Executive Team Leader - Guest Experience

Target
Durham, North Carolina
04.2008 - 12.2021
  • Led guest experience initiatives to enhance customer satisfaction and loyalty.
  • Trained team members on service standards and guest interaction techniques.
  • Coordinated daily operations to ensure efficient service delivery across all departments.
  • Developed training materials to improve staff performance in guest engagement.
  • Fostered a positive team environment through effective communication and collaboration.
  • Managed scheduling and staffing to optimize service levels during peak times.
  • Resolved guest issues promptly, ensuring a positive resolution experience for all customers.
  • Identified opportunities for improvement based on analysis of customer feedback data and implemented changes accordingly.
  • Coached employees on best practices for delivering outstanding service that exceeded expectations.

Education

Bachelor of Science - Business Administration And Management

Fayetteville State University
Fayetteville, NC
05-1988

Skills

  • Coaching and Development
  • Conflict Management
  • Planning and Strategizing
  • Drives for results
  • Communicates Effectively
  • Team Management

Affiliations

  • Girls on the Run Coach
  • Business Owner, She Cooks Too Catering and event Planning

Accomplishments

  • CIrcle of Excellence Winner 4th Quarter 2024, Cigna Healthcare
  • Highlighted in Cigna Newsroom Article-Recognized directly by Brian Evanko
  • Multiple features in Share Your Care Blog, Cigna Healthcare

Certification

  • Building Resilience-LinkedIn, June 1, 2024

References

References available upon request.

Timeline

Leadership Development Role

Cigna Healthcare
02.2025 - Current

Customer Service Analyst-Service Health Ace

Cigna HealthCare
09.2023 - 02.2025

Customer Service Advocate

Cigna Healthcare
09.2022 - 09.2023

Executive Team Leader - Guest Experience

Target
04.2008 - 12.2021

Bachelor of Science - Business Administration And Management

Fayetteville State University

Similar Profiles

CREATE PROFILE