Customer Support Lead - Insurance & Benefits Specialist

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JUDY (NICKIE) ROTHWELL

Springboro, OH *****

Phone: 937-***-**** Email *************@******.*** PROFESSIONAL SUMMARY

Results-driven insurance product customer support and group benefits supervisor with a proven track record in enhancing customer satisfaction and achieving company objectives. Expertise in leading high-performance teams, streamlining processes, and developing business metrics. Known for employee training, cost reduction strategies, and implementing customer-centric methodologies.

KEY ACHIEVEMENTS

• Certified Leave Management Specialist (2023)

• J.D. Power Certification Achieved two consecutive years.

• Global Ranking Ranked 3rd among all Group Benefits supervisors.

• Pandemic Transition Led a successful shift from office to remote work.

• AI Integration Spearheaded the rollout of AI customer support solutions.

• Team Development Successfully trained and deployed new customer support teams.

• Veteran U.S. Navy Veteran.

CORE MANAGEMENT AND SOFTWARE SKILLS

• Leadership & Team Building

• Client Implementation

• Customer Support Excellence

• Employee Training & Development

• Process Improvement & Cost Reduction

• Critical Thinking & Problem Solving

• Remote Team Management

• Effective Communication

• Compliance & Regulatory Adherence

• Complex Case Solutions

• Negotiation & Conflict Resolution

• Business Management Software: Salesforce Insights CRM, MS Office

• Customer Experience Management Software: Intradiem, Service Navigator, NICE Satmetrix NPS

• Health Information Management Software: Intellis, Metcare

• AI Solutions: Cogito, OpenAI GPT-4, Anthropic Claude, Google Gemini JUDY (NICKIE) ROTHWELL

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PROFESSIONAL EXPERIENCE

Supervisor for Absence Management Alight Solutions November 2022 – October 2024

• Led a high-performing remote customer care team managing absence and disability claims for Fortune 500 companies.

• Managed onboarding and held weekly engagements with high-value clients to evaluate service delivery, capture feedback, and implement targeted improvements that boosted satisfaction and reinforced long-term partnerships.

• Reviewed productivity reports to monitor team performance, identify trends, and uncover training opportunities.

• Transformed employee engagement insights into actionable plans and refined team workflows to boost productivity, foster a collaborative environment, and drive continuous improvement.

• Mentored and coached staff, aligning performance goals with career development. Customer Support Supervisor MetLife – Dayton, OH September 2014 – March 2022

• Led a Group Benefits customer support team that processed tailored Short-Term Disability, Paid Family Leave, FML, ADA, and state-specific claims for large-scale organizations.

• Monitored customer satisfaction surveys and internal metrics and elevated team performance through continuous training and coaching.

• Ensured compliance with client policies and regulatory standards. Service Support Lead MetLife – Dayton, OH

May 2014 – September 2014

• Resolved complex customer support systems issues and streamlined support processes.

• Conducted system monitoring and provided detailed adherence reports. Customer Support Team Captain MetLife – Dayton, OH February 2013 – May 2014

• Provided leadership in insurance customer support operations, focusing on team motivation and goal achievement.

• Demonstrated advanced problem-solving and conflict resolution skills. Customer Service Representative MetLife – Dayton, OH October 2010 – February 2013

• Delivered exceptional insurance customer support across various insurance products.

• Maintained high customer satisfaction metrics and strong communication with healthcare providers. JUDY (NICKIE) ROTHWELL

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EDUCATION & CERTIFICATIONS

• Leadership Excellence for Senior Management

• HIPAA Compliance

• Communication Skills Workshop

• Fraud Prevention

• Cybersecurity

• Remote Team Management

• AI Bootcamp

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