Ty Smith Email & Phone Number

As a driving force behind the continuous development and improvement of member experience, I provide strategy and vision to over 100 leaders and customer solutions experts. My focus is on achieving profitability and performance goals through an unwavering commitment to enhancing the member journey.Key Responsibilities:- Continuous Improvement: Foster a culture of continuous development by implementing innovative strategies that elevate the member experience while aligning with organizational profitability and performance objectives.- Training and Development: Ensure the effective delivery of tailored training and development initiatives across diverse segments. Collaborate proactively with divisional support teams to identify and address key areas of opportunity, ensuring that our workforce is equipped with the necessary skills and knowledge to excel.- External Engagements: Serve as a prominent business representative for Core Service at Blue Cross NC, engaging with external stakeholders to promote our mission, values, and commitment to delivering exceptional service.By focusing on these critical areas, I aim to enhance operational effectiveness and drive impactful results that resonate with our members and stakeholders alike.

Raleigh-Durham, North Carolina Area

I led a group of 6 Team Leads and their direct reports, ensuring the delivery of exceptional customer service through effective leadership and management of Member Services. My role was centered on continuous improvement, where I analyzed existing processes for effectiveness and developed strategies to enhance productivity and efficiency.Key Responsibilities:- Team Leadership: Provide direction and support to Team Leads, fostering a culture of accountability and excellence in customer service delivery.- Process Improvement: Continuously assess and enhance existing processes, utilizing data-driven insights to implement strategies that boost productivity and operational efficiency.- Communication Skills: Utilize excellent written and oral communication skills to convey information clearly and effectively, positively influencing decision-making among leadership and stakeholders.- Organizational and Management Skills: Demonstrate strong organizational abilities, adeptly managing multiple tasks and priorities to ensure seamless operations in a dynamic environment.- Relationship Building: Establish and cultivate meaningful professional relationships with team members and other stakeholders, promoting collaboration and enhancing team dynamics.- Multi-Channel Experience: Leverage expertise in a multi-channel environment to ensure a consistent and high-quality customer experience across all touchpoints.Through my leadership and commitment to continuous improvement, I elevated the Member Services experience and drove operational excellence.

I led a team of 26 Customer Service Professionals and Advocates at Blue Cross and Blue Shield of North Carolina, dedicated to supporting Provider Stakeholders. My leadership focused on ensuring consistent productivity and performance at daily, weekly, monthly, and quarterly intervals.Key Responsibilities:- Team Leadership: Managed and motivated a diverse team to achieve high performance, fostering a collaborative and supportive work environment.- Performance Management: Analyzed trends and identified root causes of fluctuations in volume and performance, implementing strategies to improve efficiency and effectiveness.- Communication and Support: Provided ongoing communication and constructive feedback to staff, ensuring they were well-informed and empowered to excel in their roles.- Influential Communication: Leveraged excellent written and oral communication skills to positively influence team dynamics and drive performance improvements, contributing to a culture of excellence.Through my proactive leadership and focus on continuous improvement, I successfully enhanced team performance while ensuring exceptional support for Provider Stakeholders.

I led a team of 22 Customer Service Professionals dedicated to supporting large group employers with 500 or more employees, providing comprehensive assistance with client benefits, including Health Insurance, Pension, and 401(K) plans. My focus was on driving team performance and ensuring the highest standards of service delivery.Key Responsibilities:- Team Leadership: Provided coaching, training, and continuous feedback to empower team members, fostering a culture of high performance and accountability.- Performance Management: Drove team performance to consistently meet all Key Performance Indicators (KPIs) and performance guarantees, ensuring exceptional service for our clients.- Administrative Support: Processed payroll and managed various administrative duties for my team, ensuring operational efficiency and accuracy.- Quality Assurance: Conducted daily quality audits to assess performance, providing targeted coaching and feedback to enhance service quality and adherence to standards.- Training Development: Created comprehensive training materials and facilitated training sessions to enhance team knowledge and skills.- On-Site Training: Traveled to external sites to deliver seasonal training in preparation for annual enrollment, ensuring readiness and consistency in service delivery.

Raleigh, North Carolina, United States

In my role as an Inbound Sales Representative, I successfully sold solutions and services to Business Members, both directly and indirectly, by employing effective sales techniques that fostered strong customer relationships and enhanced the overall buying experience. Key Responsibilities:- Sales Performance: Consistently met or exceeded individual sales objectives while ensuring that customer care commitments were upheld, contributing to overall team success.- Customer Engagement: Engaged with customers with the utmost courtesy and professionalism, resolving issues efficiently and providing exceptional service and support.- Trusted Advisor Role: Acted as a Trusted Advisor to customers—both external and internal—offering expert guidance on a wide range of topics, including products and services, billing inquiries, order management, complaints, and other customer requests.- Relationship Building: Utilized a consultative approach to understand customer needs, leading to tailored solutions that not only met their requirements but also promoted long-term loyalty and satisfaction.Through my dedication to delivering outstanding service and my commitment to achieving sales goals, I contributed to a positive customer experience and strengthened the reputation of the organization.