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
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