Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Nyderia Woods

Philadelphia,PA

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Team Leader Manager

Delta Dental
11.2023 - Current
  • Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
  • Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
  • Led employee relations through effective communication, coaching, training, and development.
  • Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
  • Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
  • Consistently met or exceeded departmental goals by effectively managing resources and establishing clear objectives for the team.
  • Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
  • Enhanced problem-solving skills within the team through facilitating brainstorming sessions and encouraging creative thinking.
  • Increased productivity by [Number]% and revenue streams by [Number]% through effective change management practices.
  • Evaluated employee performance on [Timeframe] basis and coached and trained [Number] team members, increasing quality of work and employee motivation.

Customer Service Trainer

Delta Dental
07.2022 - 11.2023
  • Collaborated with management to assess staff development needs and created customized training materials accordingly.
  • Successfully on-boarded numerous new hires, providing comprehensive customer service training that led to higher retention rates.
  • Improved customer satisfaction ratings by developing and implementing tailored training curriculums for various departments.
  • Worked closely with other trainers to adapt best practices and share insights, resulting in a more cohesive and effective training program.
  • Developed innovative role-play scenarios to simulate real-life customer interactions, enhancing problem-solving abilities among trainees.
  • Identified areas of improvement in employee performance and provided targeted coaching to address specific needs.

Dental Claims Examiner

Delta Dental
04.2022 - Current
  • Enhanced claim processing efficiency by meticulously reviewing dental claims and verifying patient eligibility.
  • Informed decision-making by analyzing historical claim data to identify trends that could impact future operations or business strategies.
  • Maintained detailed records of all examined claims for accurate documentation purposes as well as easy reference during potential disputes or audits.
  • Submitted insurance claims and updated patients' insurance information.
  • Analyzed, researched and resolved payment claims within required timeframes.
  • Coordinated with claims adjusters to expedite resolution of client claims, ensuring timely payouts and positive outcomes for all parties involved.

Customer Service Representative

CRP Nations Benefits
01.2021 - 04.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Software Consultant

Cadjular Software
05.2020 - 11.2020
  • Consulted with clients to align future software development with customer priorities.
  • Attended industry conferences, performing promotional and educational duties for Company.
  • Designed, tested, installed and monitored new systems.
  • Provided quality assurance testing for pre-release software through alpha and beta cycle development channels.

Education

Associate Degree - Early Childhood Education

Wilmington University
New Castle, DE

High School Diploma -

Coatesville Area Senior High School
Coatesville, PA
2013

Skills

  • Service Standard Compliance
  • Document and Records Management
  • Microsoft Excel
  • Customer Data Confidentiality
  • Critical Thinking
  • Customer Relations
  • Problem-Solving Ability
  • Recordkeeping Strengths
  • Staff Training
  • Microsoft Word
  • Microsoft PowerPoint
  • Conflict Resolution

Certification


  • Six Sigma Certification

Timeline

Team Leader Manager

Delta Dental
11.2023 - Current

Customer Service Trainer

Delta Dental
07.2022 - 11.2023

Dental Claims Examiner

Delta Dental
04.2022 - Current

Customer Service Representative

CRP Nations Benefits
01.2021 - 04.2022

Software Consultant

Cadjular Software
05.2020 - 11.2020

Associate Degree - Early Childhood Education

Wilmington University

High School Diploma -

Coatesville Area Senior High School

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Nyderia Woods