Vicky Coleman Email & Phone Number

Customer Experience Specialist with a proven track record of delivering customer-centric, personalized, passionate and empathetic support to customers across various communication channels and platforms. I have most recently worked remotely as a Member Care Engagement Specialist and Enrollment Specialist at Papa Inc, a benefit that provides Medicare Advantage insurance plan members with assistance and companionship to seniors and families.In this role, I was a top performer and exceeded company expectations at a steady rate of 98% average quality assurance scores consistently. Skills utilized included empathy, conscious customer-centric communication, leadership adaptability, member enrollment, passionate engaging support, patience, building rapport, customer retention, multitasking, managing member accounts, full documentation of all call communication, resolving technical application problems, de-escalation issues and concerns focusing on one call resolution. Knowledge of CRM, G-Suite, MIcrosoft teams, Jira, Notion, ticketing systems such as Zendesk as well as multiple other cloud systems and software programs including but not limited to Genesys and Five9.I also applied my core competencies in the telehealth Medicare/Medicaid healthcare benefits, medical field, enrollment process of pharmaceutical, pain management, DME, sales and cancer Genetics testing programs. Additionally, I was a top patient advocate at Patriot Health USA, Health USA and HealthRight where I educated, enrolled and assisted patients with their health and wellness needs, utilizing my interpersonal skills, critical thinking and sales skills including DME. My skills include, but not limited to management, sales, training, mentoring and leadership, which I developed as a Nail Salon Owner/Operator. I trained, managed and designed every aspect of the salon while keeping the utmost quality control and sanitization requirements to keep clients of all ages healthy and happy.I am passionate about helping people improve their quality of life and achieve their goals. I am continually eager to learn new skills and expand my knowledge while utilizing my leadership adaptability and transferable skills.

• 

  Suncoast Technical College

  Cosmetology