Susan Cecenas
Chico,CA
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
5
5
years of professional experience
Work History
Customer Service Supervisor
UnitedHealthcare
Chico, CA
04.2019 - 05.2024
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Implemented programs designed to increase employee engagement within the team.
- Assisted in developing training materials for new hires as well as existing employees.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Recruited qualified personnel when needed for open positions within the department.
- Evaluated employee job performance and motivated staff to improve productivity.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
Education
Some College (No Degree) - Medical Assisting
Butte College
Oroville, CASkills
- Records Management
- Account Authorizations
- One Call Resolution
- Continuous Improvement
- Problem-Solving
- Work Prioritization
- Delegating Work
- Report Generation
- Call Center Operations
- Team Building and Leadership
References
References available upon request.
Timeline
Customer Service Supervisor
UnitedHealthcare
04.2019 - 05.2024
Some College (No Degree) - Medical Assisting
Butte College
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