Call Center Customer Service

N. Lynn Johnson-Brown

Cell Phone: 314-***-****

E-mail: adwm0e@r.postjobfree.com

SUMMARY

Highly motivated Managerial professional specializing in team and individual development. I have over 20 years in customer service and patient care, delivering exceptional facilitation skills, problem resolution, providing high-level customer service and the ability to focus on long- term goals. Skilled with exceptional analytical insight with a wide-ranging experience in business and relationship development.

PROFESSIONAL EXPERIENCE

United Healthcare, St. Louis, MO 2015-

Government operations customer service supervisor

●Directly oversees a group of inbound call center agents (15+ agents)

●Coordinate, supervise and be accountable for the daily activities of a call center team

●Identify and resolve operational problems using defined processes, expertise, and judgement

●Make decisions guided by policies and procedures that push the call center agents in a positive direction

●Mentor, coach and develop team members

●Evaluate and analyze call center metrics to ensure agent efficiency and that all goals are met

●Drive results, improve team performance

●Set priorities for the team to ensure task completion

●Coordinate work activities if needed with other supervisors

●Provide coaching, feedback, and annual performance reviews as well as formal corrective action

United Healthcare, St. Louis MO. 2015-2017

Advocate for me specialist

Answered multiline phone system assisting members with plan information and education

Advanced ICU- St. Louis MO. 2013-2015

Tele medicine specialist technician

. Measured and securely transmitted vital data to patient provider to ensure health management in accordance with their care plan.

EDUCATION

Bachelor of Healthcare Management (Spring 2022)

Lindenwood university

PROFESSIONAL ASSOCIATIONS and CERTIFICATIONS

Medicare certification 1 and 2

Service Hero 2017

Bank of America Institute

● at Cornell’s Certificate Program

Woman’s Entrepreneurship

Cornell University

TECHNICAL SKILLS

●Word

●Microsoft Office 365

●Microsoft SharePoint

●Excel

●Microsoft Teams

●SharePoint

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