Shylynn T. Nicholas

Serve as the Director of over 25% of the company's total operation's team, including over 50 frontline employees

• Achieved all operational SLAs and KPIs for 3 quarters straight.
• Implemented global services to jumbo fortune 500 company while meeting all launch KPIs
• Created and prioritized cross- functional operational requirements for scaling the business i.e. Product requirements, learning and development, workforce management, staffing requirements
• Increased skillset of managers by delivering training on key leadership concepts i.e. Change Management, Having effective 1:1s, How to give impactful feedback.
• Improve QA metric reporting and collaborate cross-functionally to develop and implement process improvement to drive CSAT and NPS scores; including improving New Hire training and creating skill or program based training materials.
• Oversaw operations and provided corrective feedback to achieve daily and long-term goals

Director in charge of strategy, execution, and overall delivery of new product and technology solutions for the operation's team

• Slashed average handle time to resolution by 30% with operational and tech enhancements to chat platform
• Achieved shared service delivery model with new Health Plan customer segment, which included building tech requirements for new or enhanced features
• Partnered with engineers to test and successfully launch new features, including MVP versions of Virtual Assistant for digital messaging
• Contributed to business ROI target/PG achievement by developing a new Frontline metric that measures value and savings (ROI calculations)
• Acted as a key stakeholder in selecting new Quality Management tool for operations team, leading to an increase of 20% to 75% of interactions reviewed and reported

Senior Manager leading multiple business segments, representing 25% of total operations, including 1 manager level direct report, 9 front-line supervisors, 109 total reports

• Responsible for improving operation's outcomes and key results, including meeting compliance standards, SLA achievement, retention, monitoring performance/KPIs, and change management
• Developed Key Performance Indicators (KPIs) for individual and team performance, along with training to drive desired improvement
• Created cross- functional operational requirements for scaling the business i.e Product requirements, learning and development, workforce management, etc
• Partnered with external health plan partners to drive process efficiencies and timely resolution for shared member issues
• Developed a staffing contingency plan during high peak volume to protect the member experience and service levels
• Acted as the operations owner for executing new customer offering and new tool deployment.

Managed teams of approximately 50-70 employees

• Effectively managed day to day operations for two business units within operations, meeting SLAs and KPI targets
• Interfaced with external health plan contacts on weekly basis to ensure timely resolution of member escalations and issues
• Reviewed and assisted in curating Health plan benefit content used in internal system and provided to members.

• Responsible for performance of 10 Claims & Benefits Specialist and day to day operations
• Delivered feedback and metrics during 1:1s with direct reports
• Responsible for timely reviews and approvals of team's attendance and timecards
• Supported with hiring and training development

• Managed over 20 customer implementations as lead content analyst
• Proofread, edited and evaluated final copy to verify content aligned with established guidelines.
• Edited and reviewed content for grammar, spelling and punctuation.
• Edited and revised wide array of content for accuracy, clarity and consistency.
• Suggested improvements to content to enhance quality and accuracy.
• Generated and maintained style guides to encourage consistent quality of content.
• Acquired in-depth knowledge of content areas to provide effective edits.
• Partnered with external health plan partners to verify accuracy of benefit information for shared customer.
• Achieved 90% content accuracy score on content development

• Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
• Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
• Checked employees' benefits enrollment for accuracy and inputted all info into database
• Implemented open enrollment system to streamline benefits processes for employees.
• Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
• Built relationships with vendors to foster quality service delivery.

• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.