Erica Masanes, Cebs Email & Phone Number

Houston, TX, US

Seattle, Washington, United States

• Hire, train and coach team members preparing them for success and encouraging professional growth.
• Design and implement Key Performance Indicators and motivate staff to meet and exceed standards.
• Single handedly created customer service onboarding curriculum, standardized policies and procedures, and created document resource library.
• Ensure DOL, ERISA, and HIPAA compliance requirements are met through established auditing criteria.
• Leverage and manage strengths of… Show more
• Leverage and manage strengths of team members to achieve high levels of Productivity, Quality, Adherence, and Average Handle Time.

Bothell, Washington

• Hires talent and coach team members preparing them for success.
• Develop Key Performance Indicators, share goals with staff, and monitor performance to achieve results
• Analyze processes to improve and enhance the transition process of internal employees, including planning, designing, and facilitating new material resulting in ongoing improvements to service levels
• Leverage and manage strengths of team members to achieve high levels of Productivity, Quality, Adherence, and… Show more
• Leverage and manage strengths of team members to achieve high levels of Productivity, Quality, Adherence, and Average Handle Time.
• Create and utilize post training coaching tools and tracking methods to close learning gaps and create cross team consistency.

Bothell, Washington

• Provided a learner-centric approach to ensure engagement and active participation
• Specialized in delivery and facilitation of Claims and Customer Service Training
• Maintained an interactive, engaging and collaborative learning environment
• Performed one-on-one chair side coaching activities creating increased self-confidence, motivation and promote learning from mistakes
• Communicated common questions from calls to appropriate Subject Matter Experts as needed
• Provided… Show more

Bothell, Washington

• Processed claims according to specified procedures and standards, meeting production and quality standards.
• Provided expertise and general claims support to teams in reviewing, researching, investigating, negotiating, processing, and adjusting claims.
• Resolved customer service inquiries such as benefit and eligibility information, billing and payment issues, physician assignments, authorizations for treatment, and many others.
• Educated callers on self-service products that are… Show more
• Educated callers on self-service products that are available to them, including their responsibilities as a healthcare consumer.
• Referred callers to other resources where applicable based on their questions

Lynnwood, Washington

• Taught and modeled methods to foster customer and service excellence.
• Provided training at onboarding to new employees and developed job aides to enable them to meet production standards.
• Created training related materials and assessed training through follow up surveys and retention.
• Acted as in team mentor for team members and new employees.
• Proactively addressed quality issues and conducted re-training as necessary to increase overall department quality.
• … Show more

Lynnwood, WA

• In charge of record keeping techniques to ensure adequate supplies on hand at all times.
• Responsible for all pricing signage, adds, and social media advertisement.
• Analyzes information to identify root causes, develop and implement solutions in a timely manner.
• Personally cultivates business relationships with vendors and clients.
• Manages all inventory and business expenses.
• Maintains strong customer relationships via oral and written communication skills.

Everett, WA

• Consulted with clients to determine their individual hair care needs.
• Performed all types of hair services for customers.
• In charge of all fundraising and team building activities for the student body.
• Facilitated dialogue between the student body and faculty.
• Answered customer phone calls and helped to deescalate issues.
• Suggested hair care products to assist in selling retail and achieved department goals.

Lynnwood, WA

• Provided superior customer service to shoppers by attentively listening to their needs and provided assistance to ensure they locate their preferred merchandise.
• Responsible for self-motivating and achieving compliance and department goals.
• Analyzed issues and identified root causes to develop and implement solutions.
• Taught and modeled methods to foster customer excellence.
• Responsible for accurately recording and processing all sales transactions.
• Processed a… Show more

Certificate, Cosmetology/Cosmetologist, General

Activities and Societies: Student Council, Phase II Phase II Student Council President

Associate Of Arts (Aa), General Studies

Activities and Societies: Dean's List Running start 2 years Dean's List (one semester)