Sara Collier
Taylorsville,KY
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
15
15
years of professional experience
Work History
Manager I Customer Care
Carelon Behavioral Health
Louisville, KY
12.2023 - 08.2024
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Entered time and attendance logs in preparation for payroll.
- Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Conducted quality, timely performance feedback and performance appraisals.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Monitored staff performance and addressed issues.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
Manger II Customer Care ~Broker Services Commercial Large and Small Group (Call Center)
Anthem, Inc. Anthem Blue Cross-Blue Shield
Louisville, KY
01.2010 - 01.2023
- Recruited to manage the Broker Services Support team consisting of licensed and non-licensed associates
- Responsible for supporting the Broker community in servicing our 1.7 million individual members who are at risk of lapsing their Anthem coverage
- As advisors to our members, we reinforce the value of their Anthem products and services, offer options that custom fit their needs, and simplify the plan selection process through education and recommendations all with a positive member experience
- Responsible for meeting performance metrics, piloting retention programs and initiatives to identify growth opportunities
- Effectively recruit new talent, train, and manage a permanent staff while managing a seasonal staff of 270 associates who are held to top performance standards.
Manager Sales/Support R&B Solutions ~ Broker Services/Individual Member Retention (Call Center)
Anthem, Inc. Anthem Blue Cross-Blue Shield
Louisville, KY
- Recruited to manage the Broker Services Support team consisting of licensed and non-licensed associates
- Responsible for supporting the Broker community in servicing our 1.7 million individual members who are at risk of lapsing their Anthem coverage
- As advisors to our members, we reinforce the value of their Anthem products and services, offer options that custom fit their needs, and simplify the plan selection process through education and recommendations all with a positive member experience
- Responsible for meeting performance metrics, piloting retention programs and initiatives to identify growth opportunities
- Effectively recruit new talent, train, and manage a permanent staff while managing a seasonal staff of 270 associates who are held to top performance standards
- Consistent success on exceeding call ASA and abandonment metrics
- Increased staff success on Quality Assurance metrics
- YOY Broker Retention Increase.
Business Analyst II
- Recruited to establish the call center performance and reporting metrics
- Drafted and implemented call quality attributes
- Communicated performance metrics and coached on identified opportunities to improve performance expectations by individual and group
- Interviewed and trained full time and temporary staff on system navigation, policies and procedures along with call handling techniques and call flow design.
Agency Service Administrator
- Key point of contact liaison to Field Sales Managers in 11 states
- Trained and mentored full time and temporary staff as part of the onboarding process and continuous improvement plan
- Responsible for handling high priority cases for internal and external customers.
Education
Masters in Human Resource Management -
Sullivan University
Louisville, KY01.2011
Bachelor of Science in Human /Organizational Development -
Vanderbilt University
Nashville, TN01.1999
Skills
- Persuasive Oral / Written Communication
- Trainer
- Coach
- Mentor
- Recruitment
- Talent Acquisition
- Staffing
- Call Flow Scripting
- Call Handling
- Performance Metrics
- Quality Assurance
- Project Management
- Resourcefulness
- Analytical Skills
- Organizational Skills
- G Suite Apps
- Cloud-based Architecture
- Android
- Chrome Interfaces
- Windows
- Excel
- Word
- PowerPoint
- Siebel
- SalesForce
- Human Relations
- Federal Employment Laws
- State Employment Laws
- Policy Implementation
- Strategic Planning
- Performance Management
- Staff Development
- Complex Problem-Solving
- Verbal and written communication
- Key Performance Indicators
- Team Leadership
- Time Management
- Customer Relationship Management (CRM)
- Sales Techniques
- Policy and Procedure Development
- Performance Evaluations
- Employee training and development
References
References available upon request.
Timeline
Manager I Customer Care
Carelon Behavioral Health
12.2023 - 08.2024
Manger II Customer Care ~Broker Services Commercial Large and Small Group (Call Center)
Anthem, Inc. Anthem Blue Cross-Blue Shield
01.2010 - 01.2023
Manager Sales/Support R&B Solutions ~ Broker Services/Individual Member Retention (Call Center)
Anthem, Inc. Anthem Blue Cross-Blue Shield
Business Analyst II
Agency Service Administrator
Masters in Human Resource Management -
Sullivan University
Bachelor of Science in Human /Organizational Development -
Vanderbilt University
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