Myra Champion
Westland
Summary
As a Team Lead/ Trainer/ Quality Assurance Auditor my primary function was to ensure that the employees were following procedures and protocols with it came to metrics. All inbound/ outbound calls were handled in a professional and courteous manner. Ensure client was satisfied with the services provided and that adherence to metrics was satisfactory.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Health Alliance Plan
Troy, MI
06.2025 - Current
- Resolved customer inquiries and issues via phone
- Managed complex customer accounts, ensuring accurate information and timely updates on services.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Team Lead/Trainer/Quality Assurance
Smart Data Solutions
09.2020 - 01.2025
- Leading a call center team for several different clients through a third-party administrator. Establishing metrics and ensuring metrics were being followed and adherence was to metrics exceed client's expectations. I created key performance indicators for clients. I assisted in taking escalation calls and resolving issues that would arise.
Call Center Representative
Bay Area Credit
04.2018 - 09.2020
- Answering inbound calls for mental Health and re – routing calls to the appropriate channels. Making outbound calls to follow up on Medicaid Claims with Commercial Insurance. Assisted on several different projects and beta tested different softphone systems.
Education
No Degree - Education
Ashford University
San Diego, CASkills
- Healthcare Claims
- EDI Files
- Proficient with CPT/ HPCS/ ICD
- Eligibility and Benefits
- Quality Assurance Audits
- Key Performance Indicator
- Highly Organized
- Detail Orientated
- MS Office
- Problem Solving
- Escalations
Leadership
Successfully lead a team of employees while improving the client’s customer service reviews, created a knowledge base for team to access for assistance on the client’s policies and procedures. Created Key Indicator Reports to ensure employees productivity and quality assurance exceeded the client expectations. Call Listening to ensure that calls where handling in a courteous and professional manner as well as following adherence to metrics.
Timeline
Customer Service Representative
Health Alliance Plan
06.2025 - Current
Team Lead/Trainer/Quality Assurance
Smart Data Solutions
09.2020 - 01.2025
Call Center Representative
Bay Area Credit
04.2018 - 09.2020
No Degree - Education
Ashford University