Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Christopher Taylor

Jefferson Twp,PA

Summary

Strategic analytics and operations leader with 10+ years of experience driving enterprise transformation, operational efficiency, and customer experience improvements in the healthcare industry. Proven success delivering $30M+ in cost savings through cross-functional initiatives, data-driven analysis, and advanced reporting solutions. Skilled in SQL, Tableau, and Wrike, with deep experience shaping business strategy, streamlining workflows, and developing executive-level insights. Trusted partner to senior leadership with a strong track record of influencing decision-making through compelling business cases and data storytelling.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Operating Effectiveness Sr. Advisor

Cigna Healthcare
04.2018 - Current
  • Led cross-functional strategic initiatives delivering over $30M in enterprise-wide operational cost savings, directly supporting CX&OE goals around efficiency and performance.
  • Shaped CX-wide analytics by building scalable data models and Tableau dashboards that enabled executive decision-making and trend identification.
  • Developed and implemented testing and performance monitoring plans to identify emerging issues and optimization opportunities.
  • Partnered with Ops, Tech, and Workforce teams to translate business needs into analytical solutions and scalable workflow improvements.
  • Oversaw intake and prioritization of analytics work via Wrike, reducing turnaround time and improving stakeholder satisfaction across business domains.
  • Presented key insights and business cases to senior leaders, influencing routing strategy and service delivery improvements.

Quality Review / Audit Specialist

Cigna
09.2015 - 04.2018
  • Directed 23 coaches across 5 sites, implementing real-time feedback systems that improved performance metrics and coaching effectiveness.
  • Designed reporting solutions to visualize performance data and identify coaching trends, resulting in higher-quality customer interactions and faster issue resolution.
  • Acted as escalation point and senior liaison for Customer Advocacy, successfully addressing complex issues across cross-functional teams.
  • Collaborated with Clinical, Pharmacy, and Resource Planning teams to implement strategic process changes that improved associate tools and customer satisfaction.

Customer Service Specialist

Cigna
03.2014 - 09.2015
  • Managed a 42-person contact center team during a high-growth period, scaling staff by 300% and maintaining service quality.
  • Led several projects that improved the customer experience, including implementation of text/email Rx updates and new tech coach role definitions.
  • Improved service level performance by 50% year-over-year through process redesign and leadership development.
  • Mentored three new Customer Service Supervisors, building future leadership capacity for the organization.

Customer Service Supervisor

CIgna
01.2013 - 03.2014
  • Managed and trained up to 25 service associates while co-leading HR operations in partnership with business partners.
  • Established Scranton’s first Home Delivery team and contributed to various strategic initiatives such as Windows 7 migration and NPS improvement planning.

Customer Service Advocate

Cigna
07.2011 - 01.2013
  • Delivered detailed benefit guidance and resolved claims issues through troubleshooting.
  • Recognized as Subject Matter Expert for new hire training and call floor support.

Education

High School Diploma -

Scranton High School
Scranton, PA
06.2000

Undergraduate Coursework -

Wilkes University
Wilkes-Barre, PA

Skills

  • Analytics & Data Tools: SQL, Tableau, Oracle, MS Excel, Wrike, Python (basic)
  • Strategic Competencies: Business case development, performance monitoring, executive presentation, process improvement
  • Core Strengths: Cross-functional leadership, customer experience strategy, operations enablement, data storytelling

Certification

  • Cigna Cerebyte Leadership Certification (2014)
  • CPR/AED Certified
  • Member, Customer Services Management Professionals
  • Member, Customer Service Excellence Group

Timeline

Operating Effectiveness Sr. Advisor

Cigna Healthcare
04.2018 - Current

Quality Review / Audit Specialist

Cigna
09.2015 - 04.2018

Customer Service Specialist

Cigna
03.2014 - 09.2015

Customer Service Supervisor

CIgna
01.2013 - 03.2014

Customer Service Advocate

Cigna
07.2011 - 01.2013

High School Diploma -

Scranton High School

Undergraduate Coursework -

Wilkes University

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Christopher Taylor