Michelle Ah Lan
Oakley ,CA
Summary
Proven leader in transforming customer service operations at Kaiser Permanente, I championed technology upgrades and process optimizations, significantly enhancing client satisfaction and team efficiency. Expert in Microsoft Office and adept at fostering professional communication, I excel in streamlining workflows and empowering teams, achieving a high customer satisfaction rating through innovative solutions and strategic scheduling. Resourceful and experienced worker offering expertise in customer service, travel coordination and file management. Detail-oriented team player with strong organizational skills. Handles multiple projects simultaneously with a high degree of accuracy.
Overview
3
3
years of professional experience
Work History
Administrative Assistant
PACE Supply
03.2022 - 04.2023
Pharmacy Call Center Lead
Kaiser Permanente
06.2020 - 03.2022
- Championed change management initiatives within the call center, spearheading new technology implementations and process improvements.
- Implemented effective coaching strategies to improve agent performance and customer experience.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns.
- Maintained a high level of industry knowledge through attending professional development events such as conferences and workshops.
- Optimized staffing levels through effective scheduling practices, reducing costs and maximizing workforce utilization.
- Reduced call escalations by empowering agents with the necessary tools, knowledge, and decision-making authority.
- Streamlined call center operations for improved productivity and reduced wait times.
- Ensured adherence to company policies and procedures while fostering a positive work environment that promoted teamwork collaboration among colleagues.
- Delivered consistent high-quality service by closely monitoring team performance metrics.
- Retained valued customers by providing excellent service recovery in challenging situations involving complaints or dissatisfaction.
- Analyzed call center data to identify trends and opportunities for process improvement initiatives.
- Assisted in recruitment efforts by conducting interviews, evaluating candidates'' skills, and recommending top talent for available positions.
- Collaborated with other departments to address common customer issues, streamlining processes for faster resolution times.
- Led weekly meetings to discuss team goals, priorities, challenges, and progress updates, promoting open communication among staff members.
- Boosted team morale with regular feedback sessions and employee recognition programs.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Managed scheduling for agents and product specialists to foster increased productivity.
- Collaborated with training team to boost product support and certification training initiatives.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Created team rotations to man center effectively during peak hours.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Education
High School Diploma - General Studies
James Logan High School
Union City, CA06.1993
Skills
Customer Service
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Administrative Assistant
PACE Supply
03.2022 - 04.2023
Pharmacy Call Center Lead
Kaiser Permanente
06.2020 - 03.2022
High School Diploma - General Studies
James Logan High School
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