Miranda Cobb
Sheboygan
Summary
Accomplished Senior Analyst with a proven track record at HSA Bank, blending Lean Six Sigma methodologies and exceptional content editing skills to enhance documentation and user satisfaction. Recognized for fostering cross-functional teamwork and driving significant improvements in communication processes. Achieved a notable increase in productivity and user engagement through innovative management and documentation strategies.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Analyst, Contact Center Communications
Webster Bank
04.2019 - Current
- Developed comprehensive and user-friendly documentation to enhance understanding of complex technical processes.
- Conducted user feedback sessions to identify documentation gaps and addressed them, enhancing user satisfaction.
- Maintained comprehensive knowledge of processes and product offerings.
- Collaborated with cross-functional teams to evaluate and identify product and process defects for department initiatives.
- Developed and streamlined the department document tracking tools, increasing transparency and productivity.
- Streamlined internal communication processes by implementing effective communication tools and platforms.
- Developed and copyedited department communications before deployment, increasing engagement and transparency.
Manager, Partner Services
HSA Bank
05.2014 - 04.2019
- Defined clear targets and objectives and communicated to other team members.
- Conducted regular team meetings to share best practices, discuss challenges, and foster a collaborative work environment.
- Conducted performance evaluations to guide employee development and career progression.
- Improved work culture by introducing employee engagement activities and recognition programs.
- Cross-trained existing employees to maximize team agility and performance.
- Improved first-call resolution rates by implementing troubleshooting guides for common issues faced by customers.
Lead Customer Service Representative
HSA Bank
11.2012 - 05.2014
- Engaged escalated clients over phone to answer questions and address complaints.
- Served as a liaison between the front-line staff and management, bridging communication gaps and promoting alignment on key priorities.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Boosted team spirit and performance by creating team competitions to increase engagement.
- Consistently met or exceeded established performance metrics, contributing to the overall success of the team and organization.
- Continuously sought opportunities for professional development and stayed current with industry trends to enhance job performance.
Customer Service Representative
HSA Bank
10.2010 - 11.2012
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed high call volumes while maintaining exceptional service quality, consistently surpassing performance benchmarks set by management.
- Resolved customer questions and complaints with empathy, resulting in exceptional call quality metrics.
- Provided coaching and mentoring to new hires.
- Successfully completed assigned tasks within tight deadlines and a fast-paced environment.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Lead Caregiver
TLC Homes
08.2008 - 10.2010
- Managed daily schedules for multiple patients, ensuring timely medication administration and adherence to medical advice.
- Provided timely assistance with personal hygiene tasks such as bathing, grooming, dressing, maintaining dignity and respect throughout the process.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Developed individualized stimulation activities for multiple patients with varied abilities.
- Organized regular outings for patients, promoting overall well-being and enhancing quality of life.
- Transported clients to and from medical appointments with safety and efficiency.
- Provided staff training, coaching, and mentoring to enhance performance and professional development.
Education
High School Diploma -
North High School
Sheboygan, WISkills
- Cross-functional teamwork
- Customer Service
- Detail oriented
- Documentation development
- Document library development
- Documentation management
- Time management
- Written communication
Accomplishments
- Developed a Knowledge Base website for user-friendly navigation.
- Developed a Communications reservoir via SharePoint Online.
- Developed a Knowledge Base for over 500 documents.
- Managed teams of up to 30 staff members.
- Received multiple Shining Stars for exemplary performance.
- Received the Quarterly Shining Star Award in 2017.
Certification
- Six Sigma Yellow Belt Certification
Timeline
Senior Analyst, Contact Center Communications
Webster Bank
04.2019 - Current
Manager, Partner Services
HSA Bank
05.2014 - 04.2019
Lead Customer Service Representative
HSA Bank
11.2012 - 05.2014
Customer Service Representative
HSA Bank
10.2010 - 11.2012
Lead Caregiver
TLC Homes
08.2008 - 10.2010
High School Diploma -
North High School
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