Michelle Dean
San Tan Valley,AZ
Summary
Experienced in establishing team goals, evaluating performance and reporting on results. Well-organized and dedicated leader with good multitasking and supervision skills. Clear and disciplined approach with skill in inspiring employees to meet and exceed performance targets.
Overview
6
6
years of professional experience
Work History
Operations Team Leader
Oscar Health Insurance
2021.05 - Current
- Maintained team compliance with company standards, HIPPA practices and regulatory and State Law regulations.
- Set schedules and oversaw daily workflow.
- Adhered to applicable guidelines and requirements, and assisted team in doing same.
- Trained, coached and managed 19 person team of customer representatives and health care professionals.
- Produced detailed reports outlining performance against benchmarks.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Motivated and trained employees to maximize team productivity.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Analyzed department metrics and performance and reported findings to management.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Determined quality assurance benchmarks and set standards for improvement.
- Developed quality employees within call center to take over leadership positions.
Concierge Expert
Oscar Health Insurance
2019.06 - 2021.05
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Addressed customer inquiries with timely and professional responses via phone and secure message
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Learned and maintained in-depth understanding of health insurance and member service information to offer knowledgeable and educated responses to diverse customer questions.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained and provided backup support for organizational leadership.
- Maintained 100% quality assurance score for 2 years
- Exceeded expectations on both mid year and end of year review cycle
Careguide
Oscar Health Insurance
2018.10 - 2019.06
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Addressed customer account discrepancies and concerns.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Met customer call guidelines for service levels, handle time and productivity.
Loan Advisor
Bridgecrest Financial
2018.05 - 2018.10
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Responded to customer inquiries and provided detailed account information.
- Maintained accurate records of customer accounts, payments and payment plans.
- Entered client details and notes into system for interdepartmental access and review.
- Worked with customer to create debt repayment plan based on current financial condition.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Researched billing errors and discrepancies to initiate corrective action.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
Delight Associate
Stella & Dot
2017.06 - 2018.05
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Recommended products to customers, thoroughly explaining details.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Responded to customer requests for products, services, and company information.
- Promoted available products and services to customers during service, account management, and order calls.
- Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Education
Human Resources Development
Long Beach City College
Long Beach, CAGED -
East Valley Institute of Technology - Adult Education Center
Mesa, AZ05.2018
Skills
- Morale Improvements
- Team Coaching
- Customer Loyalty
- Call Center Software
- Benchmark Setting
- Staff Training
- Assignment Delegation
- Negotiation and Conflict Resolution
- Employee Coaching and Mentoring
- Corrective Actions
- Operational Efficiency
- Constructive Feedback
Timeline
Operations Team Leader
Oscar Health Insurance
2021.05 - Current
Concierge Expert
Oscar Health Insurance
2019.06 - 2021.05
Careguide
Oscar Health Insurance
2018.10 - 2019.06
Loan Advisor
Bridgecrest Financial
2018.05 - 2018.10
Delight Associate
Stella & Dot
2017.06 - 2018.05
Human Resources Development
Long Beach City College
GED -
East Valley Institute of Technology - Adult Education Center
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