Customer Care Specialist

CHRISTINE S CURLER

**** * ******** ** # ***, Phoenix, AZ 85032 240-***-**** *********.******@*****.***

Summary

A proven leader with a track record of extraordinary results through inspired coaching and sustained engagement.

Experience

Operations Manager 10/2017 to 7/2022

Fiserv, Phoenix, AZ

Subject matter expert in technical and procedural applications

Manage a department of 6 people managers/180 associates

Responsible for creating and implementing programs and plans that support strategic objectives

Responsible for staffing, SLA, and all performance metrics across multiple product lines and multiple sites in partnership with Workforce, Finance, HR, and Training

Supervisor Customer Operations 05/2016 to 10/2017

Fiserv, Phoenix, AZ

Coach and provide developmental opportunities for a team 15-20 associates

Performance manage/PIP

Demonstrate ability to change rapidly and often

Assign tasks and monitor progress to ensure tasks are completed in an efficient manner

Supervisor Customer Care Center 07/2013 to 03/2016

Assurant Health, Plymouth, MN

Supervised a team of 21 associates

Established performance plans, provide on-going coaching and feedback

Worked with Training Department to facilitate new hire and refresher training classes

On-boarded new Supervisors, ensuring their understanding of processes/systems

Project member: change PBM vendors, workflow/system improvements, healthcare reform impact

Sr. Customer Care Specialist Team Lead 07/2011 to 06/2013

Assurant Health, Plymouth, MN

Coached and provided feedback to Customer Care Specialists to enhance the customer experience

Mentor Customer Care Specialist and supported actions to meet organizational goals

Partnered with the supervisor to provide coaching and development to a team of six associates

Facilitated training class on new processes

Sr. Customer Care Specialist 02/2011 to 07/2011

Assurant Health, Plymouth, MN

Worked directly with Customer Care Specialist on the assist line for immediate assistance for current call Identified and managed any required changes to workflows

Managed priorities and escalated issues mailbox, researched and resolved issues as appropriate

Leadership Highlights

Managed Remote Teams, Facilitating Effective Team Meetings, Legendary Service Workshop, Targeted Selection, Situational Leadership, Leading through Change. Managing Matters

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