Cesha R. Email & Phone Number

Las Vegas, Nevada, United States

Provide high-touch service to providers and members through inbound calls for all Gravie Insurance inquiries.Exceed customer satisfaction metrics goal of 90% with a consistent 100% CSAT score and 71 personalized surveys from members and providers over a 9-month period.Surpass Quality Assurance metrics goal of 90% with a 99.2% cumulative score over a 9-month period.Collaborate with multiple departments for escalation management.Correctly communicate and notate benefits and claims information.

Las Vegas Metropolitan Area

Oversaw the day-to-day work of associates.Managed loss prevention efforts including monthly trainings, reports, and audits.Coached to ensure KPIs were met, loss was prevented, and customers had an exceptional retail experience.Managed opening and closing procedures.

Las Vegas Metropolitan Area

Assisted in training and leading team in executing merchandising strategies via visual displays for a Top 4, $37 million dollar store.Assisted with managing and supporting over 100+ athletes, in executing a superior consumer experience physically and digitally.

Seattle, Washington, United States

Was sole point-of-contact for EDI setup and onboarding, end-to-end for 3000 active suppliers.Researched and answered internal/external noncompliance and chargeback inquiries regarding supplier shipments and electronic data.Effectively managed small team of 4 that exclusively entered and maintained UPC, style, and VPN information for Nordstrom's then $1 billion-dollar cosmetic division.

Seattle, Washington, United States

Interviewed and hired staff at 100+ employee flagship store.Ran weekly sales and inventory reports to verify highest grossing products were properly merchandised.Coached sales associates on product knowledge and selling techniques.Addressed escalated customer service issues from sales and service teams.