Ashley Secreti
Manager, Account Management - Aetna IBU Commercial Segment at CVS Health
- Role
- Supervisor, Employer Client Support at CVS Health
- Location
- Washington, PA, US
- LinkedIn followers
- 500 followers
About Ashley Secreti
Dedicated people leader with a passion for empowering teams to deliver exceptional customer experiences. With a strong background in service operations and team leadership, I thrive on solving problems, streamlining processes, and fostering a collaborative environment where both clients and colleagues feel supported. I believe in leading with empathy, staying curious, and continuously improving how we serve our clients and members.
Experience
Supervisor, Employer Client Support
Feb 2023 — Present · Pittsburgh, PA, US
Lead and manage a team of 14 agents, providing daily oversight, coaching, and performance development to ensure high-quality client support• Conduct regular one-on-one meetings to offer leadership guidance, address challenges, and support professional growth • Oversee Universal and State team operations, ensuring timely and accurate completion of client requests. • Monitor and maintain quality standards across Salesforce cases, email communications, and phone interactions. • Generate and analyze performance reports using email and Five9 systems to identify trends and drive improvements. • Develop and implement new departmental policies and procedures to enhance efficiency and service delivery. • Ensure team alignment with departmental goals, fostering accountability and continuous improvement. • Participate in a monthly mentorship with a Manager of Account Management to strengthen leadership capabilities and strategic thinking.
Education
Wheeling Jesuit University
Bachelor's Degree, Business Administration and Management, General
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