Lindsay Robinson
Phoenix
Summary
Mastered staff management and employee scheduling, enhancing team productivity and customer satisfaction. Achieved consistent performance goals by leveraging outstanding communication skills.
Expert in multitasking, fostering a positive work environment, and driving operational excellence.
Experienced with workforce planning, scheduling, and data analysis. Track record of effective communication and problem-solving and ensuring operational efficiency.
Overview
22
22
years of professional experience
Work History
Store Manager
Crumbl
01.2023 - Current
- Manage daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Manage inventory, store opening and closing procedures.
- Address customer complaints and concerns promptly and professionally, resolving issues to maintain relationships
- Manage store employees in a fast-paced environment through consistent communication and positive feedback.
- Foster a positive work environment by cultivating strong relationships between team members.
- Set effective store schedules based on sales forecasts, individual employee knowledge, and service requirements.
Workforce Management Specialist
New York Life Insurance Co
06.2016 - 03.2023
- Managed employee schedules, ensuring adequate coverage for all shifts.
- Managed overtime, shift swaps, trainings, meetings, breaks and PTO requests.
- Produced and updated documents, reports, and tracking spreadsheets using Microsoft Excel, Word, and Database.
- Managed real-time inbound call traffic across multiple contact center locations.
- Performed ad hoc reporting and analysis to improve overall performance and understanding of business.
Short Term Disability Claims Manager
Cigna
10.2014 - 06.2016
- Handled filed claims in a timely manner based on policy and company procedure.
- Conducted thorough investigations of complex claims, gathering evidence to support decision-making processes.
- Gathered sensitive information to update customer profiles and help with appeals process.
- Became an expert with insurance policies to determine levels of coverage and whether claims would receive approvals or denials.
Customer Care Specialist
Cigna
10.2012 - 10.2014
- Provided customers with detailed information on healthcare coverage and plans.
- Exceeded performance goals regularly by demonstrating product and industry knowledge when assisting customers
- Managed difficult customer situations in an escalated role, diffusing these situations by educating customers with effective communication.
Customer Support Specialist
ETelecare Global Solutions
03.2003 - 10.2012
- Delivered exceptional customer service experiences by using active listening skills and responding to customer concerns
- Handled a high volume of inbound calls while maintaining call quality standards and adhering to outlined procedures.
- Assisted a large number of customers every day with a positive attitude and focus on the satisfaction of the customer.
Education
High School Diploma -
Lone Peak High School
Highland, UT05-2001
Skills
- Customer service
- Problem-solving
- Multitasking and organization
- Training and mentoring
- Outstanding communication skills
- Staff management
- Employee scheduling
- Verbal and written communication
Timeline
Store Manager
Crumbl
01.2023 - Current
Workforce Management Specialist
New York Life Insurance Co
06.2016 - 03.2023
Short Term Disability Claims Manager
Cigna
10.2014 - 06.2016
Customer Care Specialist
Cigna
10.2012 - 10.2014
Customer Support Specialist
ETelecare Global Solutions
03.2003 - 10.2012
High School Diploma -
Lone Peak High School
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