Shatavia Eady
Jacksonville,FL
Summary
Consistent record of enhancing team performance and customer satisfaction. Known as a strategic professional with comprehensive leadership background developing process improvements. Expert in collaboration, problem-solving, and relationship management, driving measurable improvements in service quality and operational efficiency. Customer solution-oriented who is passionate about fostering team development and implementing innovative solutions to elevate business outcomes.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Supervisor Member Contact
FLORIDA BLUE
05.2022 - 06.2025
- Led team of 22 to surpass performance metrics, strengthen cross-department collaboration, enhance service quality, and maximize customer satisfaction.
- Enhanced communication and business insights by leading strategy meetings.
- Increased efficiency by implementing process improvements that streamlined tasks.
- Analyzed performance data to identify trends, making strategic adjustments for measurable improvements.
- Fostered interdepartmental relationships, promoting synergy that enhanced business outcomes and streamlined operations.
- Facilitated weekly team meetings to address trends and business needs, ensuring alignment and open communication among team members.
- Implemented time-management strategies for daily operations, optimizing workflow and allowing for focus on strategic initiatives.
- Streamlined member contact processes, enhancing response times and significantly elevating member satisfaction scores.
- Developed training modules for team members, resulting in improved service delivery and greater employee engagement.
- Monitored key performance indicators, providing actionable insights that led to strategic process adjustments and noticeable results.
LiveWell Champ
Florida Blue
12.2020 - 06.2025
- Supported and advanced the company’s well-being initiatives to foster a healthier workplace culture.
- Served as a key resource and point of contact for colleagues seeking wellness information and support.
- Acted as a liaison between employees and the wellness program, gathering and sharing feedback, ideas, and suggestions for continuous improvement.
- Promoted engagement by communicating program updates, activities, and resources throughout the year.
- Organized wellness activities and encouraged healthier lifestyle choices during the workweek.
- Collaborated with leadership to advocate for and cultivate an authentic culture of wellness.
- Fostered team camaraderie and collective participation in wellness initiatives.
- Designed and delivered engaging PowerPoint presentations for various initiatives, including spearheading Wellness Wednesday newsletter that promoted employee well-being and fostered a positive workplace culture to over 2,000 employees.
- Developed a tailored Wellbeats fitness program to enhance employee engagement and well-being
Senior Advisor
FLORIDA BLUE
10.2020 - 05.2022
- Delivered coaching and constructive feedback to Service Advocates through call calibrations, enhancing quality, phone effectiveness, customer satisfaction, and team morale.
- Selected to work on special projects such as Talent Pipeline, presented on Operational Readiness, participated in focus groups, user acceptance testing for Virtual Interactive Voice Response (VIVR) and 1095 B Mailbox.
- Assisted in supporting continuous improvement by providing feedback, updating processes for seniors and front-line staff.
- Mentored and trained highly talented staff, which prepared team members for providing exemplary service to clients.
Customer Care Team
FLORIDA BLUE
02.2020 - 10.2020
- Guided users in utilizing self-service tools to enhance program engagement, raised awareness about current campaigns and benefits that promoted better health outcomes.
- Resolved complex inquiries, ensuring members understood cost-effective benefits.
- Maintained accurate records, ensuring compliance with organizational standards.
- Streamlined benefit inquiry resolution processes, ensuring members received timely, cost-effective options that bolstered retention.
Member Care Specialist
FLORIDA BLUE
07.2017 - 02.2020
- Addressed member concerns through effective call management to improve service satisfaction and overall experience.
- Led vendor line support, managing escalated calls with effective solutions.
- Assisted members with website issues, ensuring seamless online experiences.
- Contributed to employee engagement, fostering collaborative work environment.
- Provided empathetic support to members, enhancing trust and satisfaction while effectively resolving complex issues.
- Implemented streamlined call strategies, leading to noticeable improvements in member issue resolution and service efficiency.
- Coordinated with vendor teams to manage escalated calls, ensuring timely resolutions and fostering strong stakeholder relationships.
- Maintained comprehensive records of member interactions, contributing to improved service responses and operational accuracy.
- Analyzed member feedback to identify trends, driving actionable insights that enhanced service delivery and member experience.
- Improved call handling techniques, resulting in substantial improvements in member satisfaction and reduced average resolution times.
Education
High School Diploma -
Andrew Jackson High School
Jacksonville, FL06.2009
A.S. Degree -
Florida State College of Jacksonville
Jacksonville, FL01.2026
Skills
- Coaching
- Process Improvement
- Team Building
- Presentation Skills
- Relationship Management
- Conflict Resolution
- Data Analysis
- Strategic Planning
- Customer Retention
- Operational Readiness
- Performance Monitoring
- Engagement Strategies
Certification
- LEAN Competency System (LCS) Green belt, 2023
- LEAN Competency System (LCS) LEAN White belt, 2023
- LEAD -Launching Employees into Active Development, 2021
- Leadership Certificate, FSCJ, 2021
- Leadership Development for Neighborhoods, 2019
- Generation Customer Service Supervisor Program, 2018
Timeline
Supervisor Member Contact
FLORIDA BLUE
05.2022 - 06.2025
LiveWell Champ
Florida Blue
12.2020 - 06.2025
Senior Advisor
FLORIDA BLUE
10.2020 - 05.2022
Customer Care Team
FLORIDA BLUE
02.2020 - 10.2020
Member Care Specialist
FLORIDA BLUE
07.2017 - 02.2020
High School Diploma -
Andrew Jackson High School
A.S. Degree -
Florida State College of Jacksonville
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