Stephanie Dove
1109 Larry Avenue,WI
Summary
Customer experience professional with a strong work ethic and exceptional interpersonal skills. Highly motivated and adaptable, with a proven ability to work effectively unsupervised. Quick learner, constantly seeking new challenges.
Overview
12
12
years of professional experience
Work History
Director, Customer Experience|Benefit Admin
Delta Dental of Wisconsin
Stevens Point, WI
11.2019 - 01.2024
- Lead a team of 60-70 employees in the following departments, Contact Center, Training, Quality Assurance, System Configuration, Data Entry and Mail Processing.
- Directed the organization's daily operations, ensuring compliance with applicable laws and regulations.
- Created detailed plans outlining timelines, goals, budgets, staffing needs and other requirements for projects.
- Analyzed customer feedback data to identify trends in product performance or customer service as it relates to Voice of the Customer.
- Partnered with staff to create professional development plans to support personal and business growth.
- Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
- Collaborated with senior leadership to set long-term objectives for the company.
- Managed budgeting and financial planning processes.
- Established relationships with vendors and suppliers to secure favorable terms for materials or services.
- Successfully improved employment turnover through creating incentive and training programs.
Manager, Customer Experience|Benefit Admin
Delta Dental of Wisconsin
Stevens Point, WI
07.2017 - 11.2019
- Directed and managed a team of 40 employees in contact center operations, including customer service interactions, system configuration and claims processing functions.
- Client onboarding and implementation for large businesses across Wisconsin.
- Created monthly reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Initiated new projects that resulted in increased productivity across all departments.
- Managed the workforce management system and providing recommendations for optimal forecasting and staffing requirements
Supervisor, Customer Experience|Claims
Delta Dental of Wisconsin
Stevens Point, WI
04.2017 - 06.2017
- Supervised a team of 20 employees in daily operations.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
Benefit Administration Specialist
Delta Dental of Wisconsin
Stevens Point, WI
05.2015 - 04.2017
- Analyzed system requirements to develop systems configuration based on customer requirements or industry standards.
- Conducted data analysis and created reports to track progress against goals.
- Developed dashboards, scorecards and other visualizations to present key performance metrics.
- Investigated insurance claims, reviewed coverage and liability, prepared reports and recommended payment or denial of claims.
Peer Help Desk
Delta Dental of Wisconsin
Stevens Point, WI
09.2014 - 05.2015
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Benefit Advisor
Delta Dental of Wisconsin
Stevens Point, WI
05.2013 - 09.2014
- Assisted customers with inquiries regarding products and services through phone, email, and chat while maintaining a high level of customer satisfaction by providing accurate and helpful responses.
- Documented changes in claim statuses using specialized software systems.
- Interpreted legal documents such as contracts or court orders when evaluating claims for payment.
- Maintained consistent productivity with proficiently typing over 60 words per minute
Customer Service Agent
Security Health Plan
Marshfield, WI
04.2012 - 05.2013
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Developed strategies for handling difficult customers effectively while maintaining professionalism.
- Updated customer records in the CRM system accurately with each interaction.
Education
Master Class Leadership Foundation -
Initiative One
Green Bay, WI08.2022
Customer Experience And Analytics Professional (CXAP) -
CIOP Institute
03.2022
Bachelor of Applied Studies - Business Administration
Southern New Hampshire University
12-2021
Foundations of Management Certificate -
Wisconsin School of Business, University of Wisconsin Madison
03.2018
Associate Degree - Supervisory Management
Mid-State Technical College
12.2016
Technical Degree - Office Support Specialist
Mid-State Technical College
12.2011
Timeline
Director, Customer Experience|Benefit Admin
Delta Dental of Wisconsin
11.2019 - 01.2024
Manager, Customer Experience|Benefit Admin
Delta Dental of Wisconsin
07.2017 - 11.2019
Supervisor, Customer Experience|Claims
Delta Dental of Wisconsin
04.2017 - 06.2017
Benefit Administration Specialist
Delta Dental of Wisconsin
05.2015 - 04.2017
Peer Help Desk
Delta Dental of Wisconsin
09.2014 - 05.2015
Benefit Advisor
Delta Dental of Wisconsin
05.2013 - 09.2014
Customer Service Agent
Security Health Plan
04.2012 - 05.2013
Master Class Leadership Foundation -
Initiative One
Customer Experience And Analytics Professional (CXAP) -
CIOP Institute
Bachelor of Applied Studies - Business Administration
Southern New Hampshire University
Foundations of Management Certificate -
Wisconsin School of Business, University of Wisconsin Madison
Associate Degree - Supervisory Management
Mid-State Technical College
Technical Degree - Office Support Specialist
Mid-State Technical College
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