Grace Wells Email & Phone Number

Rancho Cordova, California, United States

> Delivering live and virtual trainings > Leading and supporting learning projects as needed

Rancho Cordova, California, United States

> Supervises Customer Operations functions to ensure work is completed within a timely and accurate basis.> Ensures all requests forwarded from Customer Operations or other internal departments are completed within required time frames.> Develops and implements goals around departmental or individual KPIs and competencies to ensure business unit and Enterprise goals are met.> Resolves escalated/sensitive customer service-related issues in an efficient manner… Show more > Supervises Customer Operations functions to ensure work is completed within a timely and accurate basis.> Ensures all requests forwarded from Customer Operations or other internal departments are completed within required time frames.> Develops and implements goals around departmental or individual KPIs and competencies to ensure business unit and Enterprise goals are met.> Resolves escalated/sensitive customer service-related issues in an efficient manner while promoting customer loyalty and retention.> Communicates, supervises, and/or facilitates training on any new processes as needed.> Supports external and internal audits from regulatory agencies and assists Compliance in updating complaint and grievance documentation to meet company specific requirements.> Participates in departmental or Enterprise projects as required. Show less

Rancho Cordova, California, United States

> Oversee and support the needs of multiple teams in a contact center atmosphere> Review Customer Service Representatives (CSRs) electronic, telephone, and written inquiries to coach and develop CSR processes > Monitor and report on all key performance indicators (KPIs), including CSR status, and schedules for tracking efficiency> Alert supervisors and managers of identified deficiencies and provide coaching when necessary> Coordinate research and the resolution… Show more > Oversee and support the needs of multiple teams in a contact center atmosphere> Review Customer Service Representatives (CSRs) electronic, telephone, and written inquiries to coach and develop CSR processes > Monitor and report on all key performance indicators (KPIs), including CSR status, and schedules for tracking efficiency> Alert supervisors and managers of identified deficiencies and provide coaching when necessary> Coordinate research and the resolution of issues with internal departments (Provider Relations, Billing, Sales/Marketing, Claims, etc.)> Investigate, analyze, research, and respond to electronic, telephone, and written referral inquiries from groups, plan partners, and/or other external contacts as needed> Create, update, and facilitate training content on current processes, product knowledge, and best practices> Facilitate new hires coming into the office to maintain safe work environments that adhere to the current CDC guidelines to prevent the spread of COVID-19 Show less

Rancho Cordova, California, United States

> Respond to, investigate, and resolve formal complaints brought up by plan members, service providers, and regulatory agencies.> Ensure all customers' concerns and questions are handled in a manner that adheres to State and Federal Regulations.> Support regulatory and compliance reporting by maintaining a management operating system to guarantee that the organization performs work effectively and to the highest standards.> Focus on the true identification and resolution… Show more > Respond to, investigate, and resolve formal complaints brought up by plan members, service providers, and regulatory agencies.> Ensure all customers' concerns and questions are handled in a manner that adheres to State and Federal Regulations.> Support regulatory and compliance reporting by maintaining a management operating system to guarantee that the organization performs work effectively and to the highest standards.> Focus on the true identification and resolution of complaints so that we can provide a better member experience and drive down complaint volume.> Strive to build trust and create a best-in-class program for our members and providers. Show less

Rancho Cordova, California, United States

> I was selected to be a part of a dedicated team that focuses specifically on our state and federal Medicare and Medicaid groups.> To transition to this team, I have expanded my knowledge from Delta Dental’s commercial PPO policies, and have become well versed in our HMO business line.> This team holds itself to higher standards to meet and exceed the regulations set by state and federal guidelines.

Rancho Cordova, California

> After 6 months of being a full-time employee with Delta Dental, I was given the opportunity to promote to a Level 2 Representative - furthering my responsibilities when assisting our members and providers with their requests.> This role focuses more on how and why the claims are processed, or denied, as they did. Rather than reading benefits back on a member's policy, there is more research involved. A deeper understanding of industry standards, or policy-specific exclusions, is… Show more > After 6 months of being a full-time employee with Delta Dental, I was given the opportunity to promote to a Level 2 Representative - furthering my responsibilities when assisting our members and providers with their requests.> This role focuses more on how and why the claims are processed, or denied, as they did. Rather than reading benefits back on a member's policy, there is more research involved. A deeper understanding of industry standards, or policy-specific exclusions, is required to determine whether claims were processed correctly.> I have been sought out by our Director, to perform special projects to present to the contact center as a whole. Show less

Rancho Cordova, California

> The sole purpose of this role is to provide service to both our members and our contracted providers, in a call center atmosphere.> This role requires significant attention to detail – relaying benefit information requires a close eye to all of the details present. When relaying details on a member’s policy, it is crucial to examine and present the specifics with 100% accuracy. We also keep documentation of every call we take throughout the day (50-80 calls), which needs to be… Show more > The sole purpose of this role is to provide service to both our members and our contracted providers, in a call center atmosphere.> This role requires significant attention to detail – relaying benefit information requires a close eye to all of the details present. When relaying details on a member’s policy, it is crucial to examine and present the specifics with 100% accuracy. We also keep documentation of every call we take throughout the day (50-80 calls), which needs to be accurately recorded as well.> Problem solving and troubleshooting - I came into this position with absolutely no experience in the dental field. After an extensive three-week training program, I was able to retain the knowledge and resources to problem-solve members' claims and policies with ease. Show less

Placerville, California

> Customer Interaction — Customer connections are seen as a top priority to Starbucks Partners (employees), creating a warm and welcoming environment for anyone in our store> Team Management — Being a supervisor at Starbucks requires being able to manage a team of up to 10 people at one time; analyzing skill sets and making judgment calls.--- Being able to see the bigger picture and juggling multiple situations at a time, creating a comfortable environment for both partners and… Show more > Customer Interaction — Customer connections are seen as a top priority to Starbucks Partners (employees), creating a warm and welcoming environment for anyone in our store> Team Management — Being a supervisor at Starbucks requires being able to manage a team of up to 10 people at one time; analyzing skill sets and making judgment calls.--- Being able to see the bigger picture and juggling multiple situations at a time, creating a comfortable environment for both partners and customers.> Problem Solving — Working in such a fast-paced environment requires thinking on your feet at a moment’s notice - we are responsible for de-escalating situations that may come up with customers, as well as placing partners in the best positions to allow for smooth sailing.> Cash Handling — As a supervisor, we are given keys to the store and the safe, being held responsible for balancing tills and creating deposits each night, solely accountable for recording the stores’ movement of money. Show less

Orlando, Florida Area

Out of the many that applied, I was accepted to take part in the Disney College Program; immersing myself in such a huge company, learning to master the pinnacle of customer service. The program was eight months long, and I spent that time learning how to create the world-renowned Disney magic. > Quick Service Food and Beverage — Food preparations that meet commercial health codes> Multi-Tasking — Learning consistent efficiency while serving large quantities of guests from all… Show more Out of the many that applied, I was accepted to take part in the Disney College Program; immersing myself in such a huge company, learning to master the pinnacle of customer service. The program was eight months long, and I spent that time learning how to create the world-renowned Disney magic. > Quick Service Food and Beverage — Food preparations that meet commercial health codes> Multi-Tasking — Learning consistent efficiency while serving large quantities of guests from all over the world> Fast-paced, world-renowned guest service> Efficient cash register operation — Quick cash handling — Utilizing multiple forms of payments and technology Show less

El Dorado Hills, California

One of Nugget's highest focuses was creating a welcoming atmosphere for all of our guests. I worked in their full service deli department, surrounded by trained chefs, preparing high quality foods, and holding those products to health code standards, all while meeting the needs of all of our guests.I was promoted to become the trainer of the department, teaching new hires how to safely operate all of our equipment, as well as providing that warm atmosphere that Nugget prides itself on.

Bachelor Of Science - Bs, Management

Specializing in Human Resource Management

Associate Of Science - As, Social And Behavioral Sciences

Associate Of Arts - Aa, Business Administration