Experience

• 

  Viking Cruises

  • Boston, Massachusetts

  • Customer Service Department

    • Nov 2018 - Present
    • Boston, Massachusetts

• 

  NTT DATA Services

  • Providence Rhode Island

  • Supervisor Customer Care Voice

    • Feb 2017 - Nov 2018
    • Providence Rhode Island

• 

  Blue Cross & Blue Shield of Rhode Island

  • Team Leader Customer Service

    • Aug 2012 - Feb 2017

  • Associate, Customer and Provider Services

    • Oct 2011 - Aug 2012

• 

  Harvard Pilgrim Health Care

  • Senior Training Consultant ­ Customer Service and Sales Operations Division

    • Jul 1998 - Jun 2010

    · Managed training process for new associates in Member Services Call Center · Designed, administered and updated training curriculum on Microsoft Office Suite · Trained and lead cross-functional teams · Corporate trainer for HIPAA privacy regulations, also responsible for compliance audits · Initiated changes designed to save the organization over $100k in mailing and material costs within the first year of implementation · Continuously reviewed Customer Service programs · Assisted in the design of a call center score sheet to evaluate representative service levels · Member of Best at the Basics (BATB) team designed to improve customer service · Trained entire division on procedures, products and systems · Used multi media messaging and education campaigns to market training and motivate students · Identified training needs and created programs as needed · Partnered with management to identify training needs and delivery of training

• 

  Harvard Pilgram Health Care

  • Senior Training Consultant

    • 1998 - Jun 2010

• 

  Harvard Pilgrim Health Care

  • United States
  • Wellness and Fitness Services
  • 700 & Above Employee

  • Project Team Specialist ­ Customer Service and Market Performance Division

    • Jan 1997 - Jan 1998

    · Supervisory role to Member Services representatives · Developed mentoring program · Coached new representatives · Collaborated with team members on cross-functional projects Assisted with general training

  • Project Team Specialist

    • 1997 - 1998

  • Senior Member Services Representative ­ Customer Service and Market Performance Division

    • Jan 1996 - Jan 1997

    · Answered client/member inquiries regarding health insurance programs · Provided exceptional customer service to members in a high volume call center environment · Acted as a resource to new representatives · Participated on the Northern New England expansion project team

  • Member Services Representative

    • 1996 - 1997

• 

  Sallie Mae Student Loans

  • Student Loan Collector ­ Collection Department

    • Jan 1995 - Jan 1996

    · Conducted collection calls on delinquent loans · Coordinated with borrowers on creating payment plans · Supervised Collection team · Resolved conflicts · Trained new representatives

• 

  · South Shore Bi-Glass

  • Window Installer

    • Feb 1994 - Jan 1995

    Responsible for trouble shooting customer issues and resolving them ·

• 

  · John Hancock Financial Services

  • Disbursements Agent

    • Jun 1987 - Mar 1990

    Reviewed agency expenses and disbursed funds for approved expenditures o Responsible for a monthly budget in excess of $3 million

• 

  · Color It Green Landscaping

  • Construction foreman

    • Jan 1985 - Jun 1987

    Managed a crew of 4 In all aspects of landscape construction o Regularly met with clients to deliver on contracted services