Michele Williams-Tynes
Inglewood,CA
Summary
Conflict resolution and persuasive communication specialist with extensive experience in customer support. Proficient in quality assurance and team training for driving success. Detail-oriented and reliable, excelling in managing processes and timelines for efficient task completion.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Care Supervisor
United Healthcare Group
Cypress, CA
01.2024 - Current
- Ensured successful job performance through monitoring CSR performance, providing feedback, and conducting regular one-on-one meetings.
- Provided guidance to CSRs on how to handle difficult customers or situations.
- Generated performance metric reports for the team which included details on the average call duration and first contact resolution rate.
- Resolved escalated customer issues with empathy and professionalism, meeting company objectives.
Specialty Pharmacy Supervisor
CVScaremark
Las Vegas, NV
07.2019 - 08.2023
- Tracked and assessed customer service performance metrics including call response times, resolution rates, and levels of customer satisfaction.
- Maintained open lines of communication with customer service staff through regular team meetings to discuss any issues or changes in policies and procedures.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between members and agents.
- Worked closely with upper management to drive the implementation of new initiatives and departmental improvements.
- Established unambiguous benchmarks for employees and guided them to discover most efficacious routes to attain goals.
- Provided individual coaching sessions to evaluate team member performance
Pharmacy Technician
Walgreens
Indianapolis, IN
05.2012 - 12.2018
- Managed daily inventory and maintained proper storage conditions for pharmaceuticals.
- Counted, poured, labeled, and verified medication doses to ensure accuracy in dispensing.
- Enhanced patient experience through responsive support in resolving queries pertaining to medications and health-related matters.
- Assisted pharmacists in compounding of sterile products and adhered to relevant state regulations.
- Efficiently managed the filing of prescriptions, utilizing both electronic and manual systems.
- Managed pharmaceutical inventory by placing orders with wholesalers and meticulously tracking incoming shipments.
- Resolved customer complaints promptly, ensuring professionalism throughout the process.
Education
High School Diploma -
Lew Wallace
Gary, IN06-1998
Some College (No Degree) -
Ivy Tech Community College of Indiana
Indianapolis, INSkills
- Efficient Policy Management
- Proficient in MS Office, SAP, Oracle, Kronos, ADP, Aspect, PeopleSafe, Citrix-Gateway, Sharepoint, AS400, Facets and Intercom Plus
- Team Supervision
- Performance Optimization
- Coaching Proficiency
- Strategic Leadership Ability
- Data Analysis
- Data Analysis Reporting
Certification
- Pharmacy Technician license
Accomplishments
- Recipient of Outstanding Employee Of The Month
- Certificate for Call Center Team Leadership
Timeline
Customer Care Supervisor
United Healthcare Group
01.2024 - Current
Specialty Pharmacy Supervisor
CVScaremark
07.2019 - 08.2023
Pharmacy Technician
Walgreens
05.2012 - 12.2018
High School Diploma -
Lew Wallace
Some College (No Degree) -
Ivy Tech Community College of Indiana
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