Danielle Lyons
Hastings,MN
Summary
To obtain a position in which I can utilize my skills to help meet company objectives and goals while offering excellent customer service. Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
19
19
years of professional experience
Work History
Supervisor 3
WTW Co
04.2023 - Current
- Assist participants with all their pension-related questions
- Assist participants with all their healthcare questions related to their medical benefits
- Assisting participants with enrolling in their Health and Welfare plans.
- Assisting participants with updating their personal information on their personal records.
- Coaching CSRs Daily, via email or face-to-face interactions
- Case/Workload Distribution daily to CSRs for timely responses to participants
- Handling all escalated calls from participants
- Responding to all message centers on an internal website
- Working directly with the admin team on cases as needed for escalation resolution
- Process and Review multiple caller report and dissatisfied survey report for trends and participant feedback monthly
- Review and Transcribe Surveys from participant feedback
- Return all voicemails left by participants in a timely manner
- Monthly CSR Reviews and Coaching to discuss performance metrics to meet company standards
- Interview and Hire New Staff to meet business needs.
- Cross-training current CSRs on new Clients to meet business
- Provide Training to New Staff members and assist with walking our Onboarding process.
- Review reports to ensure we are meeting our company Service Level Agreements with our Clients
- Review and Transcribe Calls for Client review for escalation resolution.
- Process monthly Client Financials and meet monthly to discuss the state of the client
- Timecard Review and Approval for contracted staff members
- Meet quarterly for Client Dashboard reporting and discuss progress since last quarter.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Perform Quarterly CSR Performance meetings to evaluate employee performance and coach or train to improve weak areas.
- Maintained compliance with company policies, objectives, and communication goals.
- Boosted team performance by developing customer service training materials and conducting service training.
- Developed and implemented policies to enhance participant satisfaction.
- Optimized participant experience by delivering superior services and effectively troubleshooting issues.
- Monitor new staff and provide coaching to address inefficiencies.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Devised and implemented processes and procedures to streamline our Knowledge Base.
Supervisor 2
Willis Towers Watson
10.2021 - 04.2023
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Assist participants with all their pension-related questions
- Assist participants with all their healthcare questions related to their medical benefits
- Assisting participants with enrolling in their Health and Welfare plans.
- Assisting participants with updating their personal information on record
- Coaching CSRs Daily, via email or face-to-face interactions to improve performance
- Case/Workload Distribution daily to CSRs for timely responses to participants
- Handling all escalated calls from participants
- Responding to all message centers on an internal website
- Working directly with the admin team on cases as needed for escalation resolution
- Process and Review multiple caller report and dissatisfied survey report for trends and participant feedback monthly and report findings the direct Manager
- Review and Transcribe Surveys from participant feedback
- Return all voicemails left by participants within one business day
- Monthly CSR Reviews and Coaching to discuss performance metrics to meet company standards
- Interview and Hire New Staff
- Cross-training current CSRs on New Clients
- Training all New Staff members and assisting with the Onboarding process
- Review and ensure we are meeting our company Service Level Agreements with our Clients
- Review and Transcribe Calls for Client review for escalation resolution.
- Process monthly WIP- Client Financials and meet monthly to discuss the state of the client
- Time Card Review and Approval for contracted staff
- Meet quarterly for Client Dashboard reporting and discuss progress since last quarter.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs
- Monitored workflow to improve employee time management and increase productivity
- Evaluated employee performance and coached and trained to improve weak areas
- Maintained compliance with company policies, objectives, and communication goals.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Generated reports detailing findings and recommendations to my manager daily
- Developed and updated tracking spreadsheets for process monitoring and reporting.
Supervisor 1
Willis Towers Watson
10.2019 - 10.2021
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Assist participants with all their pension-related questions
- Assist participants with all their healthcare questions related to their medical benefits
- Assisting participants with enrolling in their Health and Welfare plans.
- Assisting participants with updating their personal information on record
- Coaching CSRs Daily, via email or face-to-face interactions
- Case/Workload Distribution daily to CSRs for timely responses to participants
- Handling all escalated calls from participants
- Responding to all message centers on an internal website
- Working directly with the admin team on cases as needed for escalation resolution
- Process and Review multiple caller report and dissatisfied survey report for trends and participant feedback monthly
- Review and Transcribe Surveys from participant feedback
- Return all voicemails left by participants in a timely manner
- Monthly CSR Reviews and Coaching to discuss performance metrics to meet company standards
- Interview and Hire New Staff to meet business needs
- Cross-training current CSRs on New Clients to meet business needs
- Training all New Staff members and assist with the Onboarding process
- Review and ensure we are meeting our company Service Level Agreements with our Clients
- Review and Transcribe Calls for Client review for escalation resolution.
- Process monthly WIP- Client Financials and meet monthly to discuss the state of the client
- Time Card Review and Approval for contracted staff members
- Meet monthly for Client Dashboard reporting and discuss progress.
- Applied strong leadership talents and problem sloving
Customer Service Representative
Willis Towers Watson
06.2013 - 10.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Assist participants with all their pension related questions
- Assist participants with all their health care questions related to their medical benefits
- Assisting participants with enrolling in their Health and Welfare plans.
- Assisting participants with updating their personal information on record
- Coaching CSRs Daily, via email or face-to-face interactions
- Case/Workload Distribution daily to CSR's for timely responses to participants
- Handling all escalated calls from participants
- Responding to all message centers on an internal website
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Answered a constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined the root cause of problems to resolve complaints.
- Participated in team meetings and training sessions to stay informed about product updates and policy changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging our knowledge base.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, and handled time, and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Teller 2
Franklin Bank
10.2012 - 04.2013
- Balanced Vault daily and ordered cash when needed.
- Provide excellent customer service by answering or referring financial questions to correct party.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
Customer Service Rep
Fariview Hospital Southdale
06.2011 - 06.2012
- Transfer incoming calls to patient’s rooms
- Answered emergency room calls for 7 Fairview hospitals for patient access
- Paged Doctors to correct areas with vital information for emergency calls, code blue routing.
- Answered patient calls after hours and paged on call Doctors for 100 clinics
- Worked in on call station to scheduled Doctors to be on call
- Filed schedules for current and further months of all on call Doctors
- Worked on pager requests for Doctors for broken or lost pagers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Service Manager 1
Wells Fargo and Company
12.2009 - 09.2010
- Manages teller service functions to ensure prompt and efficient transaction processing
- Weekly meetings with direct reports to set performance goals
- Conducting interviews to hire to new staff
- Responsible for ordering money, and responsible for maintaining the cash vault
- Maintain store control binder by completing monthly assignments for policy and procedures
- Assisting tellers with their sales through quality referrals to Bankers
- Reviewing Daily cash utilization reports and filling the daily reports
- Responsible for providing excellent customer service
- Overlook transactions that exceed teller limits and give approvals
- Ensure compliance with audit and operational task daily
- Responsible for running customer transactions.
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Met with customers to discuss service needs and offer available solutions.
- Monitored service staff performance and provided feedback for improvement.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Maintained records of service transactions and customer feedback for future reference.
- Monitored inventory levels and placed orders to replenish stock.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Implemented strategies to increase customer service satisfaction ratings.
- Analyzed service reports to identify areas of improvement.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Developed department processes and procedures to boost customer satisfaction.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Lead Teller
Wells Fargo and Company
09.2007 - 12.2009
- Responsible for running customer transactions
- Responsible for providing excellent customer service
- Responsible for achieving and maintaining sales goals
- Assisting other tellers in reaching their sales goals, by being a coach
- Overlook transactions that exceed teller limits and give them approvals
- Order cash, accept cash shipments, sell and buying cash from tellers, and keep track of store cash by being the cash vault
- Maintain store control binder by completing monthly assignments for policy and procedures.
- Recognized and prevented fraudulent activities and suspicious transactions.
- Managed daily bank operations by processing customer transactions and providing exceptional customer service.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Answered inquiries regarding checking and savings accounts and other related products.
- Created teller schedule to keep weekly and weekend shifts properly staffed.
Accounting Clerk
Wells Fargo and Company
07.2007 - 09.2007
- Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
- Input high volume of monthly invoices with consistent accuracy.
- Maintained accurate and complete documentation to facilitate accounting and filing functions.
- Managed accounts payable and receivables and payroll.
- Maintained accounting records utilizing in-house and client systems.
- Monitored status of accounts receivable and payable to facilitate prompt processing.
- Identified and resolved internal accounting variances, promoting data accuracy.
- Completed financial reports, providing insight into performance, operations and cash flow.
Lead Teller
Wells Fargo and Company
11.2004 - 07.2007
- Responsible for running customer transactions
- Responsible for providing excellent customer service
- Responsible for achieving and maintaining sales goals
- Assisting other tellers on reaching their sales goals, by being a coach
- Overlook transactions that exceed teller limits and give them approvals
- Order cash, accept cash shipments, selling and buying cash from tellers, and keep track of stores cash by being the cash vault
- Maintain store control binder by completing monthly assignments.
- Managed daily bank operations by processing customer transactions and providing exceptional customer service.
- Recognized and prevented fraudulent activities and suspicious transactions.
- Mentored and trained new tellers on bank procedures and customer service standards.
- Introduced customers to other bank team members to help meet financial needs.
Education
Working on a Medical Billing and Coding 2 year degree -
Everest University Online
Eagan, MN01.2014
Skills
- Staff Management
- Complex Problem-Solving
- Expectation Setting
- Goal-Oriented
- Project Management
References
References upon request
Timeline
Supervisor 3
WTW Co
04.2023 - Current
Supervisor 2
Willis Towers Watson
10.2021 - 04.2023
Supervisor 1
Willis Towers Watson
10.2019 - 10.2021
Customer Service Representative
Willis Towers Watson
06.2013 - 10.2019
Teller 2
Franklin Bank
10.2012 - 04.2013
Customer Service Rep
Fariview Hospital Southdale
06.2011 - 06.2012
Service Manager 1
Wells Fargo and Company
12.2009 - 09.2010
Lead Teller
Wells Fargo and Company
09.2007 - 12.2009
Accounting Clerk
Wells Fargo and Company
07.2007 - 09.2007
Lead Teller
Wells Fargo and Company
11.2004 - 07.2007
Working on a Medical Billing and Coding 2 year degree -
Everest University Online
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