Stephanie Prater Degree

Customer Service Supervisor Specialist @Cigna Healthcare

Chattanooga, TN, US

Support high quality Customer Service by leading, managing,and supervising a team of 35-50 Customer Service Advocates- Sets goals for team members to ensure department/company standards are met- Assists the team in meeting key service indicators, including quality and production metrics- Utilizes all resources in the most efficient and economical manner- Ensures review of workflows on an ongoing basis to optimize efficiencies- Guides team to identify trends/root causes and implement solutions- Strives to implement practices leading to improved service/performance- Assures continuous quality improvements and best practices- Supports new technologies as a tool for driving increased efficiencies and stronger results- Ensures all team members are fully trained on and fully utilizes appropriate technology- Provides technical assistance to the team and assists members with problem solving-Serves as a role model for staff, maintaining a professional, positive work environment that promotes a high performance environment-Manages personnel issues consistently and in accordance with department and CIGNA policies-Provides day-to-day leadership, coaching, and counseling to assigned staff-Analyzes individual performance in quality, customer satisfaction, and productivity based on quality monitoring results and customer satisfaction detail from internal and external customers and ACD reports-Monitors assigned staff and provides real time feedback-Investigates and resolves escalated and complex customer issues and problems, identifying areas of customer satisfaction and dissatisfaction-Communicates effectively across all levels- Regularly monitors morale and assesses necessary actions; suggests department-wide performance improvement ideas and strategies- Conducts interviews and is involved in the hiring process.

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