Customer Service Quality Assurance

Marian Deason

Email: ********@***********.***

Address:

City: Jacksonville

State: FL

Zip: 32244

Country: USA

Phone: 904-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

I am committed to delivering success through effective personnel and workflow management. I am a qualified Customer Service Coordinator offering a record of successful job performance, proven problem solving ability and experience developing and implementing innovative solutions. I am also committed to addressing customer concerns with speed, accuracy and professionalism. I am very resourceful and consistently meets and exceeds productivity goals.

Educational Background:

High School Dipolma from University Of Phoenix, Jacksonville FL 1/2001 to 7/2005 (Health Care Management)

High School Dipolma from Pittsburg State University, Jacksonville FL 1/2001 to 12/2012

Job History / Details:

Summary

I am committed to delivering success through effective personnel and workflow management. I am a qualified Customer Service Coordinator offering a record of successful job performance, proven problem solving ability and experience developing and implementing innovative solutions. I am also committed to addressing customer concerns with speed, accuracy and professionalism. I am very resourceful and consistently meets and exceeds productivity goals.

Highlights

High customer service standards

Employee relations specialist

Call center management experience

Dedicated to process improvement

Proficient with Microsoft Office Suite

Well-developed communication skills and presentation skills

Conflict resolution proficiency

Customer service management expertise

Devoted to data integrity

Strong problem solving ability

Negotiation competency

Troubleshooting skills

Ability to lead a team to a set of challenging common goals and objectives while developing and mentoring team

Accomplishments

Exceeded corporate target for customer satisfaction for more than 10 months in a row.

Completed Aetna Process Improve (API) Yellow Belt: API is a set of customer-focused practices and methods used to improve how work gets done. It incorporates rigorous analysis and other proven methods that can help managers, project teams, and anyone engaged in continuous process improvement work to increase quality and operational effectiveness, as well as reduce cycle time and lower costs. Core to the API methodology is the use of a common language and standardized tools, which are based on the principles of Six Sigma. Called DMAIC, the method includes five steps:

Defining the project's purpose and scope, customers needs and requirements;

Measuring the current situation to establish a baseline performance and identifying what to improve;

Analyzing data and processes to determine root causes;

Improving process by developing and implementing solutions that address root causes; and

Controlling through new standards and processes to sustain levels of improvement.

Offices Held:

Communications Lead for African American Employee Resource Group at Aetna 2009-2011.

Co-Lead for African American Employee Resource Group at Aetna 2011-present.

ECHO (Employees Creating a Happier Organization) Secretary 2010-present.

Experience

July 2003 to April 2009

Aetna, Inc. Jacksonville, Florida

Customer Service Coordinator

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

Built customer loyalty by placing follow-up calls for customers who reported product issues.Formulated and enforced Service Center policies, procedures and quality assurance measures.

Formulated and enforced Service Center policies, procedures and quality assurance measures.

Led a team of customer service representatives to increase service center profitability.

Properly directed inbound calls in phone queues to improve call flow.

Assisted with the development of the call center's operations, quality and training processes.

June 2011 to December 2012

Aetna, Inc. Jacksonville, Florida

Claims Manager

Responsible for the overall supervision of the Claim processing employees. Accountable for member/provider satisfaction, retention, and growth by efficiently delivering competitive services to members/providers.

Develops, trains, evaluates, and coaches staff/self to provide cost effective claim review/processing and claim service while ensuring quality standards are met.

Acts as liaison between staff and other areas, including management, plan sponsors, provider teams, etc., communicating workflow results, ideas, and solutions.

Assesses individual and team performance on a regular basis and provides candid and timely developmental feedback. Develops training plans and ensures training needs are met.

Establishes clear vision aligned with company values; motivates others to balance customer needs and business success.

Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals. Builds a cohesive team that works well together.

Leverages the unit's resources to resolve plan, claim and call inquiries or problems by identifying the issue, obtaining applicable information, perform root cause analysis, and generate and act upon the solutions

May 2009 to June 2011

Aetna, Inc. Jacksonville, Florida

Complaint & Appeals Consultant

Handled Executive Complaints and Appeal team on behalf of the Office of the Chairman. Handle all complaints for the Better Business Bureau.

Addressed customer service inquiries in a timely and accurate fashion.

Built customer loyalty by placing follow-up calls for customers who reported product issues.

Education

2005 University Of Phoenix Jacksonville, Florida

Bachelor of Arts Health Care Management

1996 Pittsburg State University Pittsburg, Kansas

Bachelor of Arts Communications

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