(Richard) Justin Young
Pittsburgh,PA
Summary
A dynamic leader in project management and customer service, I have excelled at Aetna/CVS by spearheading initiatives that enhanced productivity and customer satisfaction. Leveraging skills in cross-functional collaboration and analytical problem-solving, I've driven successful project completions and improved service delivery, consistently exceeding performance metrics. My approach combines effective decision-making with comprehensive reporting, fostering team excellence and operational efficiency.
Overview
18
18
years of professional experience
Work History
Supervisor Project Management
Aetna/CVS
06.2022 - Current
- Ensure compliance with regulatory requirements by staying informed about industry developments
- Managed a Customer Service support team. Making sure to deliver on all key performance metrics.
- Led training programs for new hires on project management methodologies to expedite their acclimatization into the company''s working environment.
- Facilitated seamless collaboration between cross-functional teams by developing clear lines of communication and shared goals.
- Boosted productivity through effective workload distribution among team members based on individual strengths and capabilities.
Project Manager
Aetna/CVS
02.2020 - 06.2022
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency
- Identified plans and resources required to meet project goals and objectives..
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Provided detailed project status updates to stakeholders and executive management.
- Recruited and oversaw personnel to achieve performance and quality targets.
Customer Service Supervisor
Aetna/CVS
06.2017 - 02.2020
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Created, prepared, and delivered reports to various departments.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Facilitated soft skills program (QUEST) to entire service floor which included designing, coordinating and delivering lesson plans
Customer Service Representative
Aetna
04.2015 - 06.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Mortgage Specialist
Mortgage Connect LP
09.2014 - 03.2015
- Managed a diverse pipeline of mortgage applications, prioritizing tasks effectively to meet deadlines consistently.
- Streamlined internal processes by implementing digital tools, enhancing overall efficiency within the department.
- Led training sessions for colleagues on regulatory changes, maintaining a knowledgeable and compliant workforce.
Mortgage Consultant
LSI
07.2007 - 05.2014
- Streamlined loan application processes for faster approvals and more efficient service to clients.
- Developed strong relationships with real estate agents, fostering referrals and expanding business opportunities.
- Continuously updated knowledge of market trends and lending guidelines, staying ahead in the competitive mortgage industry.
Education
Bachelor of Science - Communication
Clarion University of Pennsylvania
Clarion, PA05-2004
Skills
- Project scheduling
- Project management
- Analytical Problem-Solving
- Effective Decision Making
- Logical Reasoning
- Team Leadership
- Comprehensive Reporting Skills
- Delivering Presentations
- Cross-Functional Collaboration
- Written and Oral Communication
Timeline
Supervisor Project Management
Aetna/CVS
06.2022 - Current
Project Manager
Aetna/CVS
02.2020 - 06.2022
Customer Service Supervisor
Aetna/CVS
06.2017 - 02.2020
Customer Service Representative
Aetna
04.2015 - 06.2017
Mortgage Specialist
Mortgage Connect LP
09.2014 - 03.2015
Mortgage Consultant
LSI
07.2007 - 05.2014
Bachelor of Science - Communication
Clarion University of Pennsylvania
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