Valarie French
Dunlap,TN
Summary
CSR Supervisor with hands on experience monitoring, and reporting metrics and productivity. Motivational leader focused on maximizing team success in fast-paced call center setting. Performance and quality driven with 15 years of experience.
Overview
21
21
years of professional experience
Work History
Member Engagement Specialist
Healthmap Solutions
Tampa, FL
06.2023 - Current
- Informing members about services available through their health plan.
- Assuring members understand the benefits available and encouraging member's to enroll.
- Provide high quality service to both members and internal matrix partners.
- Responsible for meeting expected metrics, including productivity and quality.
- Act as mentor to peers. Provide guidance to increase productivity, and improve metrics.
Senior Customer Service Supervisor
Cigna
Chattanooga, TN
03.2003 - 11.2022
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Evaluated employee job performance and motivated staff to improve productivity.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Monitored phone calls to provide feedback and coaching.
- Interviewed, hired and trained staff to meet company objectives.
- Established positive rapport with customers, managers, and customer service team members to maintain positive and successful work environment.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Provided day-to-day leadership to cultivate an environment that exemplified company values.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Communicated with Operation Manager, team performance. Assuring team was meeting KPI, and quality metrics.
Skills
- Verbal and Written Communication
- Call Center Operations
- Positive and Constructive Feedback
- Team Building and Leadership
- Relationship Building
- Performance Tracking
- Performance Evaluations
- Training and Onboarding
- Escalated Issue Resolution
- Career Development
Timeline
Member Engagement Specialist
Healthmap Solutions
06.2023 - Current
Senior Customer Service Supervisor
Cigna
03.2003 - 11.2022
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