Rossy Solares
Kissimmee
Summary
Dynamic leader with a proven track record at Cigna, adept in team training and development, and excellent communication. Spearheaded initiatives to enhance customer satisfaction and team efficiency, demonstrating strong leadership and multitasking abilities. Skilled in leveraging tools like MOS and Verint for impactful coaching, significantly improving operational workflows.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Lead Supervisor
Cigna
11.2023 - Current
- Coached and develop a team of 19 employees to achieve maximum customer satisfaction.
- Monitor daily and monthly metrics to ensure goals and metrics are being met.
- Ensure compliance with all regulations and standards to maintain patient confidentiality.
- Improved team efficiency by implementing new training procedures and streamlining work processes.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Organized regular team meetings to share best practices, driving continuo
Email Patient Care Advocate
Cigna
11.2014 - 04.2024
- Managed effective communication between patients and providers by serving as a liaison for questions or concerns.
- Provided excellent customer service to patients and medical staff.
- Coordinated communication between patients, family members, medical staff and doctor's offices.
- Assisted trainers with new hires.
- Answered an average of 40 e-mails daily.
Customer Service Lead Analyst
Cigna
04.2023 - 11.2023
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Assisted lead supervisor with a team of 27 agents.
- Monitored call handling processes, identified areas of opportunities and implemented a plan for improvement.
- Utilize internal systems including MOS, Tableau and Verint for effective coaching.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Collaborated with other supervisors and managers to achieve company goals and ensure is being implemented in a timely manner.
Department Manager
McDonald's
05.2008 - 11.2014
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Established clear performance expectations for staff members which led to increased accountability.
- Led and manage a team of professionals to consistently achieve or exceed performance targets.
- Assisted in talent acquisition efforts, hiring top candidates to strengthen the department's capabilities.
- Oversee the coaching and training of staff to maintain customer service at its highest level.
Education
Associate in Arts (A.A.) - Business Administration and Management
Valencia College
05.2024
Bachelor of Science (B.S.) - Human Resources Management
Bellevue University
Bellevue, NESkills
- Team training and development
- Excellent Communication Skills
- Strong Leadership
- Multitasker
Certification
- Holistic Aromatherapist
- Human Resource Technical Certificate
- Business Operations
- Operations and Business Management
Total Hours: 60 Semester Credits.
Timeline
Customer Service Lead Supervisor
Cigna
11.2023 - Current
Customer Service Lead Analyst
Cigna
04.2023 - 11.2023
Email Patient Care Advocate
Cigna
11.2014 - 04.2024
Department Manager
McDonald's
05.2008 - 11.2014
Bachelor of Science (B.S.) - Human Resources Management
Bellevue University
Associate in Arts (A.A.) - Business Administration and Management
Valencia College