Customer Service Sales
Resume:
Erin K. Sweazey
San Antonio, TX 78254
****.*******@****.***
Professional Profile
Enthusiastic, professional and responsible person with proven peer
leadership abilities. I believe in working as a team and possess the
ability to adapt to any enterprise's environment. Dedicated to ensuring a
high level of customer service with an aptitude for building rapport with a
diverse range of people. Positive and keen to succeed, I pick up skills
quickly and apply them successfully, through both the use of initiative and
the ability to comprehend instructions. Seeking a challenging position
with opportunity for growth and advancement.
Related Experience
Customer Service/Sales/Retention
Medicare and Medicare Advantage, training, leadership and assist with call
volume as needed
Provide World Class customer service via telephone and online support
engines
Respond to and resolve highly escalated customer satisfaction issues on
behalf of executive office
Respond to internal organizations regarding the resolution of Medicare Part
D Grievances
Participate in quality assurance audits with internal customers and
regulatory agencies
Increase overall retention customers through enrollment in auto pay
Design and implement improved reporting and tracking for service related
issues
Identify and implement successful campaigns for customer retention through
outbound dialing campaigns, surveys and direct mail
Create and execute online subscriber survey
Manage bill inserts process; assist in creative process, attain advertiser
participation, coordinate shipping of materials, manage premium and
promotions calendar
Sales Support Operations
Conduct meetings with resellers and end-users; onsite and out-of-town
Attend and assist in facilitation of regional sales meetings
Participate in and lead cross-functional meetings on a weekly basis
Deliver order management / non-bookable order performance reporting
Maintain relationships with department managers to ensure efficient
processing of orders
Leadership
Hire, train and supervise exempt and non-exempt employees
Lead teams of 25+ agents during Annual Enrollment Period/Welcome Season
Provide leadership in coaching, mentoring and counseling
Perform annual employee performance reviews, coaching, mentoring and
counseling
Prepare team / departmental performance reports; attendance, payroll /
commission, employee performance, service exception and call statistics
Identify and implement new performance standards
Setup call center operations within a 3rd party customer support center;
responsible for recruiting, developing and coaching contract employees
Contribute to annual salary and business planning
Organization / Coordination
Lead Medicare D training, cross-training commercial representatives
Coordinate development of training material updates
Provide support to workforce management team
Contribute to significant changes in operational guidelines:
- building consistency in performance management
- reorganization of resources
- implementation of escalation path
- employee recognition
- revision of call handling processes, scripts
Employment History
CVS/Caremark - Customer Care Supervisor, Commercial and Medicare D; Member
Services Supervisor
December 2012 - August 2014
Coventry Health Care - Medicare Part D, Customer Support Operations
Supervisor
August 2011 - October 2012
Austin American-Statesman Newspaper, Austin, TX - Outbound Sales and
Retention Services Supervisor August 2005 - August 2011
Dynatech Turbine Services, San Antonio, TX - Customer Service Administrator
November 2004 - July 2005
Operator Service Company, San Antonio, TX - Call Center Operations Manager
April 2003 - November 2003
Apple Computer, Austin, TX - Sales Support Operations Supervisor
April 2000 - December 2002
Dell Computer, Round Rock, TX - Customer Service Supervisor
October 1996 - February 2000
Education
St. Edwards University, Austin, TX - Business Administration
Coursework completed
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