STEPHANIE NWAOKOH
AETNA
Miramar
15
years of professional experience
Results-driven professional with 10+ years of experience in leading teams and managing operations across healthcare, retail, and travel sectors. Skilled in driving performance improvements and optimizing workflows through data-driven decisions and cross-functional collaboration. Delivers actionable plans from service insights and leads training initiatives to align performance metrics with business objectives.
Work History
Customer Service Supervisor
2 Years 10 Months- Selected to lead and develop a high-performing team of 20 representatives within a fast-paced healthcare service center. Responsible for coaching, performance management, and implementing process improvements to enhance customer satisfaction and operational efficiency.
- Partner cross-functionally to support service delivery, compliance, and team development initiatives.
- Improved customer satisfaction by 15% within 6 months by introducing a performance dashboard, tracking key service metrics such as AHT, FCR, and CSAT, and using data to coach and develop agents.
- Designed and rolled out a targeted training curriculum for onboarding and ongoing development, reducing time-to-productivity by 20% and improving QA scores across the board.
- Led cross-functional workflow improvement initiative with Claims and IT teams, cutting case handoff delays by 25% and enhancing the customer resolution journey.
- Produced and presented weekly operational reports to senior leadership, leveraging CRM and Excel analytics to highlight team trends, escalation patterns, and customer feedback insights.
Senior Customer Service Representative
2 Years- Promoted to support frontline staff and collaborate with cross-functional teams to improve service delivery within Aetna’s healthcare division. Served as a mentor and QA resource while contributing to training development, process documentation, and team performance insights.
- Mentored and coached junior representatives, improving average QA scores across mentees by 12% and reducing policy clarification escalations by 20%.
- Conducted quality assurance audits on member interactions, identifying service gaps and providing actionable feedback to enhance call handling and compliance.
- Collaborated with the Training & Development team to create onboarding and reference materials, streamlining new hire integration and reducing training ramp time by 30%.
- Maintained detailed CRM documentation and reporting, contributing to workflow process improvement efforts and compliance tracking for internal audits.
Customer Service Representative
2 Years 4 Months- Served as the primary point of contact for healthcare members, guiding them through policy, claims, and benefits inquiries while supporting team-wide process improvements and knowledge-sharing efforts. Played a key role in accurate documentation and collaboration across departments to enhance the customer experience.
- Achieved a 98% customer satisfaction rate, consistently resolving member issues during the first point of contact and contributing to department-wide service goals.
- Partnered with internal teams (Claims, Billing, and Training) to troubleshoot recurring service issues, contributing to a 10% reduction in repeat call volume.
- Documented and maintained compliance-focused case notes in the CRM system, ensuring 100% audit readiness and supporting data analysis projects.
- Participated in workflow improvement discussions, offering frontline insights that led to updated FAQs and improved script accuracy for agents.
Customer Service Representative
4 Years 3 Months- Served as a key liaison for guests, coordinating travel logistics and resolving service concerns while ensuring a seamless experience across pre-, onboard, and post-cruise touchpoints. Worked cross-functionally with internal departments to deliver service excellence and operational improvements.
- Maintained a 97% positive customer satisfaction rating, resolving complex guest concerns with diplomacy and ensuring follow-through on high-priority issues.
- Collaborated with multiple internal teams (Reservations, IT, Onboard Operations) to streamline communication and reduce itinerary change response times by 15%.
- Supported CRM data accuracy and compliance, logging detailed guest interaction records that informed service trends and helped guide process changes.
- Identified recurring customer concerns and participated in weekly team huddles to propose service enhancements that improved issue resolution efficiency.
Merchandise Supervisor
3 Years- Led a team in a high-volume retail environment, driving performance in inventory management, visual merchandising, and operational efficiency. Championed employee development, process improvement initiatives, and cross-functional collaboration to support store profitability and customer satisfaction.
- Directed a team of floor associates, implementing shift scheduling, task delegation, and coaching that improved team productivity and reduced inventory discrepancies by 18%.
- Led Store Within a Store (SWAS) rollout, reorganizing layout and merchandise flow, resulting in increased foot traffic and improved shrink control.
- Conducted competitor analysis and inventory reviews that informed merchandising decisions and supported localized sales strategies.
- Developed and executed team performance plans, leveraging feedback loops, learning sessions, and metrics tracking to reduce stockroom processing errors by 22%.
Education
Bachelor of Science - Business Management Supervision
- 3.2
Skills
Customer Experience Strategy
Training development
Process Improvement
Performance reporting
Data-Driven Decision Making
KPI tracking
CRM systems
Salesforce proficiency
Excel analytics
Workflow Optimization
Workflow documentation
Project Coordination
Project management tools
Root Cause Analysis
Requirements Gathering
Cross-Functional Collaboration
Stakeholder Communication
Onboarding systems
Virtual platforms
Timeline
Customer Service Supervisor
AETNA
10.2023 - CurrentRead More
Senior Customer Service Representative
AETNA
10.2021 - 10.2023Read More
Customer Service Representative
AETNA
06.2019 - 10.2021Read More
Customer Service Representative
NORWEGIAN CRUISE LINE
10.2014 - 01.2019Read More
Merchandise Supervisor
WAL-MART
05.2011 - 05.2014Read More
Miami Dade College
Bachelor of Science from Business Management Supervision
Read More