Thomas Rodriguez
Visalia,CA
Summary
Driven Technical Coach Lead Representative at Cigna, I excelled in enhancing team performance through innovative coaching and effective communication, boosting advocate capabilities. Leveraging motivational leadership, I significantly improved program quality and advocate performance, demonstrating a keen attention to detail and a strong ability to build relationships. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
Work History
Technical Coach Lead Representative
Cigna
10.2020 - Current
- Enhanced team performance by developing and implementing effective coaching strategies.
- Collaborated with other coaches to share best practices, techniques, and insights for overall program improvement.
- Facilitated open communication between advocates ensuring that all concerns were addressed promptly and effectively.
- Implemented personalized training plans for advocates to help boost their performance.
- Conducted regular performance evaluations, providing advocateswith constructive feedback and setting clear goals for improvement.
GSP Quality Coach
Cigna
06.2019 - 10.2020
- Improved overall product performance by reviewing trending and identifying outliers.
- Implemented statistical process control techniques, allowing for more precise identification of areas for improvement.
- Monitored key performance indicators to track progress toward quality objectives and adjust strategies as needed.
- Call listening and auditing with feedback notes to assist with coaching.
Customer Service Senior Representative
Cigna
07.2017 - 06.2019
- Resolved issues through careful research and follow-up with customers.
- Supported team members in their daily tasks, fostering a cohesive and productive work environment.
- Trained newly hired employees on company policies and procedures regarding diverse situations.
- Took incoming and made outgoing calls from customers to assist and resolve with their issues, concerns or questions.
Education
High School Diploma - General
Porterville High School
Porterville, CASkills
- Effective Communication
- Group leadership
- Personable and friendly
- Building Relationships
- Team Development
- Motivational leadership style
- Verbal and written communication
- Communication abilities
- Research and analysis
- Quality Control Procedures
- Coaching and auditing
- Data Processing
- Spreadsheet Management
- Microsoft Office proficiency
- Excel expertise
- Data auditing
- Microsoft Excel
- Fast Learner
- Attention to Detail
Timeline
Technical Coach Lead Representative
Cigna
10.2020 - Current
GSP Quality Coach
Cigna
06.2019 - 10.2020
Customer Service Senior Representative
Cigna
07.2017 - 06.2019
High School Diploma - General
Porterville High School
Similar Profiles
Diahanna BridgesDiahanna Bridges
Customer Service Representative at CignaCustomer Service Representative at Cigna
Jennifer SmithJennifer Smith
Eligibility Representative – Specialty Pharmacy Division at CignaEligibility Representative – Specialty Pharmacy Division at Cigna
Rudee FriarRudee Friar
Customer Service Representative at CignaCustomer Service Representative at Cigna
Lavakumar ReddyLavakumar Reddy
SENIOR SERVICENOW SME at CignaSENIOR SERVICENOW SME at Cigna
Cheyenne MartinezCheyenne Martinez
Barista at StarbucksBarista at Starbucks