Regan Underhill

• In this program we have monthly meetings in which we learn different aspects of leadership and how to successfully lead a team or be a leader. Also, in this role I have had the opportunity to do desk coverage for 2 different supervisor’s while they were out for 2 weeks. During the first opportunity I was filling in for a supervisor in SF-Billing which is my department. During that time I was able to foster relationships I had already started with supervisors and reps and was able to foster new relationships also with reps and supervisors. I was also able to begin to foster a design of how I would run a team if it were my own. I was able to also complete multiple 1x1’s and side by sides with reps not just to get to know the rep but also to talk about performance and ways to better there job performance. Also, during that desk coverage I had a situation with a rep I had to handle with a person in another department. I was able to successfully talk to the rep to figure out what the issue was and then I was able to talk with the other person involved to successfully find a resolution. During my second desk coverage I was in a completely new department and area that I had no experience with at all. During that time I was able to successfully build rapport with reps and supervisors in the department and teams the supervisor works with.

In this position I answer rep questions and agency concerns through tech IM. I will also get on phone calls with reps to share screens and teach them different process handling that they do not know how to process. I also work closely with supervisors and managers to help the insured for any billing issues that arise. I also will review calls and chats from reps in order to see how I can help the rep in areas they are struggling with or do not understand. With the call/chat reviews I will follow up to have a 1x1 meeting with the rep to go over the calls/chats and we will go over areas of weakness the rep is currently facing in their role and I will help them to be more successful in their current position. I also will lead team huddles to go over all current information that is going on with the department. I also work with business partners in other departments in order to help make processes better for our phone and chat reps and also help with system issues that we are currently experiencing.

• In this position I was a chat rep. I was effectively able to manage and successfully work 3 concurrent chats. I am also the main task rep, and am able to process successfully to completion tasks submitted by the agents office or the system. I also trained reps who were interested in coming to chat on the process, and how to be successful on the chat platform. I worked with analysts to help better build the chat platform to make it more user friendly not only for the agents office but for chat reps as well. I have trained other reps on how to successfully process and complete tasks in order to have more help in getting our work processed in a timely manner. I am also currently the main rep who works transaction errors. In this role I am working accounts that had errors that were never applied to the account and I have to research to confirm what charges/credits were sent and make sure they get applied correctly.

In this role I am the primary contact for when a rep doesn’t understand how to assist a caller and I will advise them how to help the customer and walk them through the steps if they do not understand, or I will advise them where they need to transfer the call if it is out of their scope. I am also a teacher on how to process things on the system that they have never seen before.