Erica Miller
Philadelphia,PA
Summary
Operations Supervisor with 8+ years of experience in driving operational excellence through data analysis and process improvement. Achieved operational excellence at Independence Blue Cross by spearheading First Call Resolution survey analysis resulting in a 2% increase in First Call Resolution. Expert in operations management and fostering cross-functional collaboration. I excel in staff supervision and developing innovative strategies for performance enhancement. Successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Operations Supervisor
Independence Blue Cross
08.2021 - Current
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations and coaching for direct reports, identifying areas for improvement and setting development goals accordingly.
- Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Collaborated with cross-functional teams to develop innovative solutions for improving overall business performance.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Drove operational excellence by meeting key performance metrics and developing targeted improvement plans, resulting in enhanced service levels and call volume efficiency.
- Successfully onboarded 210 new hires and created a supportive virtual environment by assigning skilled staff and resolving escalated issues promptly.
- Spearheaded process improvements, enhancing service levels and call efficiency. Implemented support line form for targeted coaching and knowledge gap identification used for training opportunities.
Team Lead
Independence Blue Cross
01.2019 - 08.2021
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks. Developed strategies for adherence to regulations and goals.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Served as FCR analyst for Member Help Team, analyzing data and presenting insights to all management levels. Helped team achieve 5 Star rating in 2021 through data-driven feedback process, improving FCR by 2%.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Spearheaded capstone project on 'Inadvertent use of Out-of-Network Laboratory Providers', showcasing problem-solving skills and industry knowledge.
- Bolstered supervisor and manager in daily operations.
- Fostered team growth via coaching sessions. Created support systems and tools to enhance performance and streamline documentation processes.
Lead Customer Service Representative
Independence Blue Cross
03.2018 - 01.2019
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Actively participated in interdepartmental projects aimed at improving overall organizational effectiveness.
- Pioneered desk-level procedures, enhancing call handling efficiency and resolution rates for Medicare team, resulting in improved customer satisfaction.
- Represented Medicare team in member in-person meetings to review upcoming plan information.
- Conducted regular team meetings to share best practices, discuss challenges, and foster a collaborative work environment.
- Improved first-call resolution rates by implementing troubleshooting guides for common issues faced by customers.
Customer Service
Independence Blue Cross
08.2016 - 03.2018
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Assisted customers in navigating the company website or mobile app for self-service options when applicable.
- Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
- Championed quality assurance initiatives, securing top departmental scores and recognition for exceptional customer service performance.
Education
Associate of Arts -
Community College of Philadelphia
Philadelphia, PA2025
High School Diploma -
John Bartram High School
Philadelphia, PA06.2004
Skills
- Operations Management
- Operational Strategy
- Performance monitoring/improvement
- Process Improvement
- Task Delegation
- Staff Supervision
- Data Analysis
- Onboarding Processes
- Cross-Functional Collaboration
- Customer/Client Rapport Building
- Employee Development
- Project Planning
Certification
Building Blocks Leadership Program- 2019
Bloom Where You Are Planted LEadership Program- 2023
Empower-U Mentorship Program- 2024
Timeline
Operations Supervisor
Independence Blue Cross
08.2021 - Current
Team Lead
Independence Blue Cross
01.2019 - 08.2021
Lead Customer Service Representative
Independence Blue Cross
03.2018 - 01.2019
Customer Service
Independence Blue Cross
08.2016 - 03.2018
Associate of Arts -
Community College of Philadelphia
High School Diploma -
John Bartram High School
Building Blocks Leadership Program- 2019
Bloom Where You Are Planted LEadership Program- 2023
Empower-U Mentorship Program- 2024
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