Experience

Cigna

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

• Quality Reviewer

  • Mar 2014 - Present

  As a Quality Reviewer, I am responsible for reviewing and understanding standard operating procedures. Day to day responsibilities include conducting real time coaching and providing constructive feedback to customer services advocates. Based on this, I am responsible for monitoring the customer service advocate schedules to ensure appropriate scheduling for coaching sessions. I am called upon to present the coaching process to the new hire classes multiple times per year. To ensure synergy and quality is being maintained across the board, I am responsible for maintaining daily communication with managers and directors. Attend weekly Coaches Corner meetings for ongoing discussion on trends and how to maintain the quality of the coaching program.

• Personal Advocate

  • Sep 2011 - Mar 2014

  As a Personal Advocate, I explained chronic condition management benefits to potential customers. Received inbound calls and also responsible for following up with participants within program timeframes. In this role, I utilized multiple communication channels to achieve optimal service levels for participants and providers, while actively contributed to team customer service, quality, and financial objectives. Created and maintained relationships with internal team members and external business partners. Responsible for identifying situations requiring crisis management.



Family Services of Western Pennsylvania

• Individual and Family Services
• 1 - 100 Employee

• Family Based Therapist/Service Coordinator

  • Sep 2010 - Sep 2011

  As a Service Coordinator, I was responsible for creating service plans for individuals with mental health impairment. Coordinated care for families requesting FSWP services and served as a mentor/advocate for a diverse group of individuals with mental health impairments. In the role of Family Based Therapist, I provided individualized therapy to families in their home, with the proven ability to adapt and display professionalism in unfavorable conditions. As a Service Coordinator, I was responsible for creating service plans for individuals with mental health impairment. Coordinated care for families requesting FSWP services and served as a mentor/advocate for a diverse group of individuals with mental health impairments. In the role of Family Based Therapist, I provided individualized therapy to families in their home, with the proven ability to adapt and display professionalism in unfavorable conditions.



UPMC Community Care Behavioral Health

• Customer Service Representative/Mentor

  • Oct 2008 - Sep 2010

  In the role of a Customer Service Representative I demonstrated strong analytical and tactical skills when taking inbound calls. I received inbound calls from members regarding mental health benefits. Additionally, I was responsible for training and mentoring new employees. Interacted and coordinated with internal and external business partners In the role of a Customer Service Representative I demonstrated strong analytical and tactical skills when taking inbound calls. I received inbound calls from members regarding mental health benefits. Additionally, I was responsible for training and mentoring new employees. Interacted and coordinated with internal and external business partners



Prince George's County Police Department

• United States
• Government Administration
• 1 - 100 Employee

• Student Officer

  • Nov 2007 - Jul 2008

  I attended the Prince George’s County Police Academy and was required to multi-task in an intense work environment. Quick diffusion of potentially life threatening situations was necessary. Assisted in the investigations of various crime scenes was necessary. I attended the Prince George’s County Police Academy and was required to multi-task in an intense work environment. Quick diffusion of potentially life threatening situations was necessary. Assisted in the investigations of various crime scenes was necessary.

• Customer Service Representative

  • Dec 2003 - Nov 2007

  In the role of a Customer Service Representative I demonstrated strong analytical and tactical skills when taking inbound calls. I received inbound calls from members regarding mental health benefits. Additionally, I was responsible for training and mentoring new employees. Interacted and coordinated with internal and external business partners In the role of a Customer Service Representative I demonstrated strong analytical and tactical skills when taking inbound calls. I received inbound calls from members regarding mental health benefits. Additionally, I was responsible for training and mentoring new employees. Interacted and coordinated with internal and external business partners