Bernice Villegas-White

• Managed a team of 15 to 20 employees, ensuring high productivity and quality standards were met.
• Trained new employees on company policies and operational procedures.
• Monitored service levels and coordinated call support, as needed.
• Resolved customer inquiries and complaints through effective problem-solving techniques.
• Resolved customer complaints in an efficient manner.
• Analyzed customer feedback surveys in order to identify opportunities for improvement.
• Recognized individual contributions from frontline staff members through reward programs.
• Managed conflict resolution between customers, frontline staff members, vendors.
• Conducted regular meetings with frontline staff to discuss goals, objectives and challenges.
• Prepared and presented reports on team performance, challenges, and achievements to senior management.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
• Interviewed prospective employees and provided input to HR on hiring decisions.

• Promoted health and wellness programs within the teams, and across sites.
• Encouraged agents to participate in all wellness activities surrounding the four dimensions: Health, Purpose, Belonging, and Security.
• Held regular meetings and round tables on all benefits available to all employees.
• Leveraged initiatives within the business, volunteered time, network resource groups, and self-care activities to motivate and involve all agents across teams.

• Collaborated with cross-functional sites and teams to enhance agent care initiatives.
• Led meetings to align team objectives with organizational goals and strategies, which surrounded the four dimensions.

Health

Purpose

Belonging

Security

• Set specific goals for projects to measure yearly progress and evaluate end results.

• Analyzed and reported trends and issues to leadership, with recommendations, including resolution.
• Updated mentor documentation on a regular basis to ensure agents were guiding in accordance with policy.
• Resolved highly escalated issues from all areas within Humana, including executive complaints. The resolution included providing a synopsis that included action plans and preventative measures.
• All duties of a Frontline Leader are also included in this position.

• Supervised daily operations of frontline staff to ensure efficient workflow.
• Coordinated team schedules and managed shift assignments for optimal coverage.
• Trained new employees on company policies and operational procedures.
• Monitored service levels and coordinated call support as needed.
• Resolved customer inquiries and complaints through effective problem-solving techniques.
• Resolved customer complaints in an efficient manner.
• Analyzed customer feedback surveys in order to identify opportunities for improvement.
• Recognized individual contributions from frontline staff members through reward programs.
• Managed conflict resolution between customers, frontline staff members, vendors.
• Conducted regular meetings with frontline staff to discuss goals, objectives and challenges.
• Prepared and presented reports on team performance, challenges, and achievements to senior management.
• Managed team of 15-20 employees, ensuring high productivity and quality standards were met.
• Interviewed prospective employees and provided input to HR on hiring decisions.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.