Experienced Customer Service Supervisor bringing 3 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Hi, I’m
Nicole Filmore
Customer Service Supervisor
Tampa,FL
Summary
Overview
5
years of professional experience
Work History
Optum Serve Telecommuter
Customer Service Supervisor
04.2023 - Current
Job overview
- Reduced employee turnover by cultivating supportive culture, focusing on professional growth opportunities and recognition of achievements.
- Assist with hiring, managing, developing and training of staff.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Identify customer service trends to provide recommendations for processes and procedural improvements.
- Complete bi-weekly payroll for 25 employees.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to my team for seamless customer support.
Optum Serve Health servicesTelecommuter
Customer Service Rep Lead
02.2021 - 04.2023
Job overview
- Organized and facilitated ongoing training sessions covering industry trends, product knowledge, and best practices in customer service.
- Ensure quality customer service for internal and external customers with focus on needs identification and problem solving.
- Identify and resolve operational issues using defined processes and quick judgment.
- Use appropriate communication techniques when responding to customers, particularly in stressful situations.
- Coaching team members to meet Quality goals, by anticipating needs and delivering outstanding support. Maintaining metrics of 90% or above.
- Coordinated closely with other department leads to address interdepartmental issues affecting customer experience outcomes efficiently.
Optum Serve Health services
Customer Service SME
08.2020 - 11.2021
Job overview
- Frontline Subject Matter Expert (SME) supporting team members and external customers. Asking appropriate questions, listening actively to identify how I can assist each customer needs.
- Answer incoming emails received from leadership received from patients requesting information about their account or calling back to resolve any issues or answer any questions they may have.
- Taking ownership for customer problems handled and seeing them thru to resolution in real time or follow-up when necessary.
- Research complex issues, across multiple databases, working with support resources to find resolutions for issues that arise.
- Work with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
- Provide reporting for forecast analysis and reporting in support of decision- making.
Optum Serve Health servicesTampa, FL
Medical Services Coordinator
11.2019 - 02.2020
Job overview
- Developed and implemented efficient workflows that streamlined operations, while maintaining high-quality service delivery standards.
- Scheduling and maintaining forward movement until completion of Compensation and Pension benefit appointments.
- Assist customers in navigating company website and placing online orders, improving service levels, handle time and productivity for overall user experience.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Provided coaching and mentoring to new hires, contributing to their successful integration.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Brewster Technical CollegeTampa, Florida
Certification from Health Unit Coordinator
University Overview
Erwin Technical CollegeTampa, Florida
Certification from Medical Billing & Coding
University Overview
Tampa Bay TechnicalTampa, Florida
High School Diploma
University Overview
Skills
- Proficiency with Windows PC applications
- Microsoft Office Suite
- Business Acumen
- Emotional Intelligence Leadership training
- Email Correspondence & Data Entry Payroll Curriculum
- Lean Six Sigma white belt certified
- Department of Defense cyber awareness challenge completion
- CLL leadership
- Process Analysis \ Process Improvement
- Customer Focus
Availability
See my work availability
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Available
monday
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morning
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Work Preference
Work Type
Full TimeLocation Preference
RemoteOn-SiteHybridTimeline
Customer Service Supervisor
Optum Serve
04.2023 - Current
Customer Service Rep Lead
Optum Serve Health services
02.2021 - 04.2023
Customer Service SME
Optum Serve Health services
08.2020 - 11.2021
Medical Services Coordinator
Optum Serve Health services
11.2019 - 02.2020
Brewster Technical College
Certification from Health Unit Coordinator
Erwin Technical College
Certification from Medical Billing & Coding
Tampa Bay Technical
High School Diploma