Matt Daniel Email & Phone Number

Chattanooga, Tennessee, United States

Chattanooga, Tennessee, United States

As a Senior Manager of Quality Automation and Strategy I am primarily responsible for the creation and execution of quality automated tools. I also lead a dedicated team of individuals who leverage our automated tools to identify opportunities so that our business partners can spend more time solving the actual opportunities.Quality tools are supported by Verint and is leveraged in both an automated and manual fashion. Verint technology such as: Automated Quality Management, Real Time Speech Analytics, Real Time Agent Assist, Shared Inboxes, Desktop Process Analytics, Self Service Reporting, Post Call Speech Analytics, and manual evaluations are used/created by our teams to help support the overall quality playbook.Our dedicated team of quality professionals will leverage the Verint suite of tools in conjunction with our manual quality output to determine if there are people, process, or technological potential solutions. A narrative is then crafted to help our business partners to understand the scope of work completed as well as suggested solutions.Additional responsibilities and achievements include:• Recruit and develop high performing teams• Determine how GenAI can be used to solve complex issues with large amounts ofdata• Be an advisor on the future of possible with Verint technology

Chattanooga, Tennessee

As a Quality Manager I am responsible for developing and leading the strategies for a component of Cigna's Quality organizations. I leverage multiple feedback sources to measure service performance. Responsible for partnering with the operational leaders and product designers to ensure that the service experience exceeds expectations. Leads the analysis of service feedback to ensure the development of actionable insights to drive improvement. Oversight of a team of roughly 60 employees including supervisors and quality reviewers. Manages team utilizing Cigna's management operating systems. Responsible for team development and growth including driving consistency of review processes. Connects quality data across the entire Quality team.Additional responsibilities and achievements include:• Designed quality management and improvement strategies to improve the customer experience• Developed improvement insights from quality review processes and utilizes those insights to influence the customer experience• Implemented automated quality processes through development of new technology • Implemented programs to understand opportunities and validate improvement • Conducts regular team meetings, huddles and 1/1’s to understand teams’ needs and barriers• Influences a growth mind set throughout the organization and helps lead career development

Chattanooga, Tennessee

In this role as a Customer Service Specialist I led a team of Personal Guides who service our One Guide customers. In addition to people management I also lead many projects related to our One Guide product. I had the opportunity to travel to many of our sites to collaborate with our internal partners in order to help improve the overall health and well-being of our customers.Additional responsibilities and achievements include:• Implemented initiatives to better understand opportunities• Collaborated with business partners to improve key performance indicators• Leveraged critical thinking to improve the way we service our customers• Created tailored tools to make work easier for customer facing individuals• Developed a streamlined hiring process

Chattanooga, Tennessee

In this role I was responsible for building health plans according to our clients wishes. Data is taken from a report where it is inputed into our program in a systematical way so that medical claims will automatically be processed by our computer rather than a person to achieve the highest possible rate of efficiency. Also I help audit medical claims for accuracy to ensure our clients wishes are carried out.

Chattanooga, Tennessee

In this role I was a Senior Call Representative in which I took calls from customers and healthcare professionals. I was trained on our consumer driven products, dedicated accounts, transplant services, and others. I helped train classes as a subject matter expert.

I helped our customers receive the best possible service. I maintained a personal bank and a clean and friendly working environment.

I helped our customers with any returns or exchanges. I consistently met sales goals and went above expectations. I also was responsible for processing payroll for our store and helped in the hiring and training of new employees.

Processed returns and exchanges and helped our customers with any questions or concerns they had.

Bachelor'S Of Science, Organizational Management

Associate Of Science (A.S.), Business Administration, Management And Operations

General Education, General Studies