Nicole Shields
Customer Service Manager
Creedmoor,NC
Summary
Results-driven Call Center Manager focused on developing and leading exceptional call center teams. An organized and dependable candidate successful at managing multiple priorities with a positive attitude. Demonstrating a willingness to take on added responsibilities to meet team goals, with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
8
8
years of professional experience
Work History
Contact Center Manager
Blue Cross NC
Durham, NC
05.2021 - Current
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Promoted positive customer experience through day-to-day supervision and management of contact center.
- Directed product flow and informed management of delays and challenges, as well as suggested resolutions.
- Eased team transitions and new employee orientation through effective training and development.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
- Communicated with staff, patients and healthcare providers to encourage highest quality of service.
- Reported issues to higher management with great detail, resulting in review and updates to procedures
- Managed, trained and motivated CSP's,CSE's and CSA's to continuously improve knowledge and abilities in medical insurance field.
- Managed, trained and motivated personnel to continuously improve knowledge and quality. Achieving a 5% QA score increase over 45 days time.
- Established and oversaw performance targets for call center associates
- Developed quality employees within call center to take over leadership positions
- Effectively managed assigned cases, collecting and documenting details using Salesforce
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings
Senior Team Leader
Blue Cross NC
Durham, NC
08.2018 - 03.2021
- Set clear team goals and delegated tasks and set deadlines.
- Discovered training needs and provided coaching.
- Conducted team member meetings and updated members on best practices and continuing expectations.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Produced weekly, daily and monthly activity reports and forecasts.
- Developed strategies to promote team member adherence to company regulations and performance goals.
- Mentored and guided employees to foster proper completion of assigned duties.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Led team of up to 25 representatives while providing exceptional customer service.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching goals.
- Initiated timely response to emails, voicemails and written correspondence.
- Provided constructive criticism regarding quality assurance on member phone calls.
- Optimized customer support by establishing collaborative service environment.
Team Leader
Blue Cross NC
Durham, NC
09.2016 - 08.2018
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching goals.
- Participated in cross-functional team-building activities.
- Coordinated weekly meetings for internal and external groups.
- Optimized customer support by establishing collaborative service environment.
- Led team of 10 - 25 members while providing exceptional customer service
- Facilitated training for associates through daily coaching and regular performance appraisals
Customer Service Advocate
Blue Cross NC
Durham, NC
09.2014 - 09.2016
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Carried out opening and closing functions to meet operational needs underpinning strong customer service.
- Evaluated trends and recommended enhancements to customer service policies, boosting team performance and customer satisfaction scores.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
Education
BBA - Health Administration
Ashford University
Clinton, Iowa11.2014
Skills
- Verbal and Written Communication
- Performance Assessment
- Recruitment and Hiring
- Finance and Accounting Oversight
- Team Leadership
- Department Oversight
- Customer Service Management
- Employee Motivation
- Problem Anticipation and Resolution
- Focus and Follow-Through
- Training Management
- Customer Relations
Timeline
Contact Center Manager
Blue Cross NC
05.2021 - Current
Senior Team Leader
Blue Cross NC
08.2018 - 03.2021
Team Leader
Blue Cross NC
09.2016 - 08.2018
Customer Service Advocate
Blue Cross NC
09.2014 - 09.2016
BBA - Health Administration
Ashford University
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