Rochelle Van Geest
4352 Citabria St,OR
Summary
Collaborative leader with dedication to partnering with coworkers and leadership to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
9
9
years of professional experience
Work History
Operations Coordinator
Samaritan Health Plans
01.2022 - Current
- Developed strong relationships with clients, maintaining open lines of communication to promote loyalty and retention.
- Ensured compliance with industry regulations, keeping accurate records and managing audits as required.
- Enhanced customer satisfaction by resolving issues in a timely manner and providing exceptional support.
- Streamlined operations by implementing efficient processes and procedures.
- Conducted regular performance reviews for our delegate contracts.
- Implemented troubleshooting, root cause analysis and issue resolution.
- Reconciled monthly invoices for our delegates and shared information with senior management team.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
Customer Service Quality Specialist
Samaritan Health Plans
09.2016 - 01.2022
- Leveraged strong communication skills to present quality findings and recommendations to senior leadership, influencing buy-in for necessary changes.
- Evaluated agent performance using a combination of quantitative metrics and qualitative observations, providing constructive feedback that led to measurable improvements in service delivery.
- Enhanced team performance through regular training sessions and knowledge sharing, resulting in an increase in overall efficiency.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Ensured compliance with industry standards by conducting in-depth audits of the company''s customer service practices.
- Enhanced customer satisfaction by analyzing service quality metrics and identifying areas for improvement.
- Delivered presentations on findings from data analyses, highlighting areas where improvements could be made while also celebrating successes within the team or department.
- Developed comprehensive quality control documentation, standardizing procedures across the customer service department and promoting consistency.
- Implemented process improvements to increase productivity in quality assurance operations.
- Reported problems and concerns to management.
- Conducted data review and followed standard practices to find solutions.
Customer Service Representative Team Lead
Samaritan Health Plans
04.2015 - 09.2016
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Fostered a positive work environment that encouraged collaboration and teamwork among employees.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Developed training materials to standardize processes and ensure consistent service across the team.
- Served as a liaison between management and staff, effectively communicating updates on company policies and procedures.
- Achieved consistently high-performance ratings from both customers and management through diligent monitoring and coaching efforts.
- Streamlined team efficiency by implementing new procedures for handling customer requests.
- Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
Education
Bachelor of Science - Health Administration
Purdue University
West Lafayette, IN09.2024
Skills
- Forward thinking
- Leading through influence
- Communication
- Humility and Curiosity
- Adaptability/Flexibility
- Project Management skills
- Work with diverse population without judgement
- Competency with computer software programs, eg, MS Outlook, Word, Excel, and PowerPoint
- Ability to use critical thinking skills in problem-solving
- Growing ability to set work goals independently
- Ability to prioritize work to balance competing deadlines
- Ability to learn, focus, understand, evaluate information, and determine appropriate actions
Timeline
Operations Coordinator
Samaritan Health Plans
01.2022 - Current
Customer Service Quality Specialist
Samaritan Health Plans
09.2016 - 01.2022
Customer Service Representative Team Lead
Samaritan Health Plans
04.2015 - 09.2016
Bachelor of Science - Health Administration
Purdue University
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