Michael S. Naugle

Experienced Operations Leader with a demonstrated history of driving operational excellence and optimizing processes within the healthcare insurance industry, fostering an environment that promotes teamwork and engagement. Strong leadership background with proven track record of leading and mentoring several Team Leads who oversaw teams of 20+ contracted employees; managing 25+ direct reports telecommuting across various states; and serving as a mentor for Grade 25 supervisors new to the Operations Call Center role. Adept at successfully monitoring workflow to ensure daily and monthly service levels and achieve organization KPIs. Leadership skills have been honed through years of managing cross-functional teams, with experience traveling to other states to provide leadership mentoring. Areas of expertise include: Team Management | Cross-Functional Collaboration | Communication | Training | Coaching and Mentoring | Employee and Leadership Development | Interviewing and Hiring | Onboarding | Customer Experience | Customer Service Management | Licensed Sales Agent (Accident and Health) Dedicated Front End Supervisor well-versed in satisfying customers with exceptional service and support. Accurate and efficient in handling money, assigning tasks and maintaining customer areas. Prepared to bring 34 years of experience to dynamic new position. Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling, and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.