Tyler Smith

• Supervise a team of 20 customer service agents, delivering daily operational support, individualized coaching, and ongoing performance management.
• Lead and facilitate weekly team huddles to align objectives, communicate key updates, and reinforce strategic goals.
• Handle provider escalations with a high degree of efficiency and professionalism, ensuring timely and satisfactory resolutions.
• Monitor and analyze quality assurance metrics; compile performance reports to inform coaching and continuous improvement initiatives.
• Conduct call evaluations and structured coaching sessions to drive service excellence and skill development.
• Diagnose and resolve technical issues in real time, offering live support to agents to maintain service continuity.

• Led the customer service team in managing escalations with efficiency and professionalism, resulting in increased customer satisfaction and loyalty.
• Evaluated and refined internal processes to improve tracking, communication, and oversight of customer interactions.
• Resolved complex and high-stakes customer issues to preserve a positive customer experience and brand reputation.
• Handled inbound calls, live chats, and managed sales and customer experience ticket queues with speed and accuracy.
• Stayed informed on upcoming meetings, product updates, and policy changes to ensure the CX team remained aligned and well-prepared.
• Onboarded and trained new employees on internal systems, procedures, and customer experience strategies.
• Built and maintained strong relationships with both internal stakeholders and external clients to foster collaboration and trust.
• Processed account cancellations while ensuring clarity and professionalism in customer communications.

Reference: Jeremy Ennis – jeremyennis@gmail.com

Brian Anderson - brian@briandev.com

• Provided spiritual and emotional support to patients and families during end-of-life care.
• Coordinated activities and events at nursing facilities to support marketing efforts.