Rashanda MCQueen

• Managed high-volume customer interactions, enrollment workflows, and service delivery during ACA Open Enrollment.
• Resolved complex customer questions and escalations with accuracy and professionalism.

• Led daily customer service operations for a 68-employee organization supported by 5 managers.
• Trained and developed Team Leads, achieving a 92% promotion/readiness rate.
• Drove performance through weekly scorecard reviews and KPI analysis, identifying gaps and corrective actions.
• Implemented process improvements that increased efficiency and improved customer experience.
• Delivered executive-level reporting on performance, risks, and operational action plans..

Scope: 68 employees | 5 managers | High-volume, multi-channel environment

• Managed a 27-employee team across chat, phone, and email channels.
• Reduced customer hold time through performance metrics and accountability.
• Executed rapid training initiatives for new product launches.