Margott Bernal

Health Solutions Manager @Voya Financial

Chandler, AZ, US

Manage day to day operation of Customer contact center for health solutions • Lead two different teams one focused on life claims, questions on policies and other team focused on Health claims such as accident claims, life insurance claims and hospitalization claims. • Manage/coach 26 direct reports and ensures team and department goals are met.• Responsible for driving employee engagement, development, and career growth• Responsible for hiring, development and performance management of staff. Conducts performance reviews with all staff. Makes compensation decisions. • Accountable for ensuring team and individual compliance with all applicable regulatory requirements, securities laws and regulations, as well as Voya performance procedures• Lead implementation strategic improvement initiative to better customer satisfaction • Lead training for implementation of chat/web customer interaction for health. • Continuously assessed and improved service desk processes and workflows, leveraging technology and automation. • Utilized contact center self-service tools (email, text, and chat) and resources to empower end users to find answers to frequently asked questions. • Accountable for ensuring team and department goals are met, while demonstrating knowledge and skill in a continuous improvement environment• Responsible for driving employee engagement, development, and career growth. • Coached and developed CSRs to meet and exceed department KPI’s

Arizona State University

Master's degree

Arizona State University

BA in Journalism and Mass Communications / Masters In Management