Quality Assurance & Customer Experience Leader

MICHAEL ALLEN SAVANT

Pocatello, Idaho 208-***-**** email ********@***.***

Professional Summary

Experienced in quality assurance and customer service, Michael Allen Savant brings a strong background in evaluating multi-channel customer interactions, coaching frontline staff, and supporting both healthcare members and public-sector operations. He is recognized for his empathetic approach to communication, his ability to provide data-driven quality insights, and his collaborative partnership with leadership teams to drive improvements in performance, compliance, and customer experience outcomes.

Core Competencies

Quality Assurance & Call Monitoring

Performance Coaching & Calibration

Healthcare Member Advocacy

Customer Experience & Resolution

Transportation Coordination

Documentation & Compliance

Stakeholder & Client Collaboration

Microsoft Excel (Advanced)

PublicSector Operations

Professional Experience

Sr. Quality Evaluator (2020 – Present)

Responsible for conducting quality evaluations of inbound and outbound calls, emails, and chat interactions. Ensures all communications adhere to established quality standards and program requirements.

Provides actionable performance insights to leadership and frontline staff, driving measurable improvements in advocate quality scores and customer experience. (e.g., increased QA scores by [X%])

Partners with team leaders to deliver targeted coaching and performance feedback, supporting advocate development and consistency across quality metrics.

Facilitates calibration sessions and meetings with leadership to align on quality expectations, scoring accuracy, and continuous improvement initiatives.

Acts as project point of contact (POC) for quality initiatives, coordinating with clients and internal stakeholders to address trends, risks, and improvement opportunities.

Identifies and highlights advocate achievements and best practices, reinforcing positive performance behaviors. (e.g., reduced repeat quality errors by [X%])

Advisor II – Customer Service & Transportation (2019 – 2024)

Supported healthcare members with complex plan inquiries, using active listening and probing techniques to identify needs and resolve issues at the first interaction. (e.g., firstcall resolution rate of [X%])

Demonstrated empathy and compassion when assisting members in urgent or sensitive situations, leading to high customer satisfaction and trust. (e.g., CSAT at or above [X%])

Scheduled and coordinated nonemergency medical transportation, ensuring members had reliable access to medical appointments. (e.g., managed [X]+ requests per week)

Proactively secured alternative transportation solutions when primary options were unavailable, minimizing missed appointments and service delays. (e.g., reduced missed appointments by [X%])

Communicated with healthcare providers and transportation vendors to confirm ride details, reschedule appointments, and resolve service disruptions.

Maintained accurate and compliant documentation to support continuity of care and audit readiness.

Advisor II – Sales (2022 – 2023)

Achieved and maintained assigned sales performance targets, maximizing opportunities with each customer interaction. (e.g., exceeded monthly goals by [X%])

Utilized nonscripted probing techniques to identify customer needs and recommend suitable products and services.

Maintained strong product knowledge to clearly explain features, benefits, and pricing to customers.

Ensured accurate and complete account documentation to support compliance and downstream processing.

Balanced sales performance with high-quality customer experience and ethical sales practices.

Customer Service Lead Navigator (2019 – 2020)

Managed scheduling and workload coordination, demonstrating strong organizational and time-management skills.

Served as a support resource for members navigating healthcare events, transportation needs, and appointment coordination.

Communicated clearly and compassionately with members, reinforcing trust and service reliability.

Supported team operations by maintaining accurate schedules and assisting with service continuity.

City of Chubbuck – Public Works & Sanitation (1999 – 2018)

Operated heavy-duty sanitation vehicles for residential and commercial routes, maintaining strict safety and operational compliance.

Managed route planning and mapping using the 311 GIS system, ensuring efficient service coverage.

Performed maintenance and repair work on city streets, rightsofway, utilities, signage, and facilities.

Demonstrated long-term reliability, public service commitment, and adherence to municipal standards.

Education

Bachelor of Science – Workforce Training & Leadership

Certificates: Leadership • Training Additional Studies: General Studies (ISU); General Studies / Music (SLU)

Certifications

Microsoft Excel – Beginning, Intermediate, Advanced

A to Z Grant Writing

Advanced Grant Proposal Writing

Becoming a Grant Writing Consultant

Activities & Awards

Hiring Committee Member, Chubbuck Fire Department

Phi Mu Alpha – Professional Music Fraternity (Alumni)

Vocal Scholarship Recipient, Southeastern Louisiana University

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