- Animal Care
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- DIY and Home Improvement
- Personal Development and Self-Improvement
- Watching Movies and TV Shows
- Gardening
- Growing herbs, vegetables, or fruits in home gardens
- Learning new cooking techniques and expanding my culinary skills
- Crafting and DIY Projects
- Passionate about balancing physical health with mental and emotional wellness
Trudi Linnerooth
Peoria,AZ
Summary
Dynamic professional with a proven track record in managing diverse teams and ensuring high-quality service delivery. Skilled in analyzing data trends and fostering open communication to enhance productivity and morale.
Overview
13
13
years of professional experience
Work History
Eligibility Supervisor
Optum
Peoria, AZ
09.2020 - Current
- Streamlined processes for assessing member eligibility, enhancing operational efficiency by optimizing workflows.
- Managed quality assurance protocols, ensured accuracy in eligibility assessments and reduction of errors.
- Analyzed data trends to identify areas for process improvement, driving strategic enhancements in service delivery.
- Created a positive work environment, fostering open communication and promoting teamwork among frontline workers.
- Increased team productivity by establishing clear performance expectations and providing regular coaching to staff members.
- Mentored new hires and junior staff members, sharing knowledge of best practices in eligibility supervision for their growth and success within the organization.
- Managed a diverse team of eligibility specialists, maintaining high levels of morale and job satisfaction despite challenging workloads.
- Collaborated with cross-functional teams to address escalated issues, facilitating timely resolutions for members.
- Improved efficiency of application processing by developing standardized workflows for staff to follow consistently.
- Evaluated employee performance fairly, providing constructive feedback for improvement while also recognizing exemplary work when appropriate.
- Maintained detailed documentation on every case evaluated, safeguarding sensitive client information while adhering to confidentiality standards required by law or regulation.
- Exceeded performance metrics consistently, demonstrating commitment to the organization''s mission and vision while providing exceptional service to clients seeking assistance.
- Implemented quality assurance measures for all eligibility decisions, promoting accuracy and consistency across cases reviewed by the team.
- Complied with department, organization and government policies and procedures.
Service Center Supervisor
Optum
Peoria, AZ
08.2014 - 09.2020
- Oversaw daily operations, ensuring compliance with quality standards and service delivery protocols.
- Trained and mentored staff, fostering a collaborative environment to enhance team performance.
- Implemented process improvements, resulting in increased efficiency and streamlined workflows.
- Monitored key performance indicators, analyzing data to identify trends and areas for improvement.
- Collaborated with cross-functional teams to resolve customer issues swiftly and effectively.
- Enforced safety protocols, maintaining a secure work environment for all team members.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Reduced customer complaints through proactive communication measures such as automated messaging systems or email notifications about frequently asked questions or problems.
- Recruited hired, trained, developed, coached, and mentored service center employees to achieve peak performance levels.
- Championed technology adoption within the Service Center environment leading to more efficient processing of customer requests and improved overall turnaround times.
- Launched new initiatives aimed at increasing employee engagement within the Service Center.
- Standardized operating procedures across multiple locations increasing consistency in both customer experience and employee performance expectations.
- Implemented ongoing training programs for service center employees to update their skills and knowledge.
- Conducted regular staff evaluations for continuous improvement in the quality of services provided.
- Managed a team of customer service representatives, ensuring a high level of performance and productivity.
- Enhanced customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Collaborated with other departments on cross-functional projects, improving overall company operations.
- Scheduled daily service center employees and monitored performances.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Completed bi-weekly payroll for [Number] employees.
Customer Service Lead
Optum
Peoria, AZ
09.2013 - 08.2014
- Oversaw daily operations, ensuring adherence to quality standards and compliance regulations.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
- Established strong relationships with clients, leading to repeat business and positive feedback.
- Greeted customers and listened closely to problems described to determine solutions.
- Maintained up-to-date knowledge of industry trends to better serve customers and offer innovative solutions.
- Responded to customer requests for products, services, and company information.
- Trained new personnel regarding company operations, policies and services.
Education
High School Diploma -
MARYVALE HIGH SCHOOL
Phoenix, AZSkills
- Effective communication skills
- Microsoft office
- Data entry
- Interviewing
- Telephone etiquette
- Confidentiality
- Advocacy and counseling
- Interviewing techniques
- Documentation and paperwork
- Verbal communication
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved the department goal of moving out of email completely into a ticketing system, with accuracy, partner buy in and efficiency.
- Created quality audits for all team tasks, by effectively helping with development.
- Supervised team of 42 staff members.
- Resolved product issue through consumer testing.
Interests
Timeline
Eligibility Supervisor
Optum
09.2020 - Current
Service Center Supervisor
Optum
08.2014 - 09.2020
Customer Service Lead
Optum
09.2013 - 08.2014
High School Diploma -
MARYVALE HIGH SCHOOL