Dianne Glover

Customer Service Engagement Team @Cigna Healthcare

Sioux Falls, SD, US

Own customer experience by serving as customer liaison to sales, service operations, and Cigna’s other divisions regarding escalated or customer service issues. Convey issues to internal or external partners. Follow through to customer resolution. Work together with a team of experts and corporate leaders developing policies and procedures thru a test and learn system, implementing ideas and change efforts to assist with efficient execution of the Integrated Touch Point philosophies.Assist with training and development of all new agents.Collaborated with corporate leaders to increase our client engagement with Health Coaches by 11%.Persuade 80% of all customers, including family members to evaluate other cheaper alternatives or services that will decrease the cost of their medications. Facilitate engagement between pharmacists within Cigna to execute overall service strategy for the customer.

NAU

Bachelor of Science, Health Care Management/Administration