Stacy McNichols Tryonas
Old Forge
Summary
Assisted customers in achieving satisfaction by providing tailored solutions that met individual needs. Supported operational efficiency by coordinating various systems and implementing effective multitasking techniques. Fostered customer loyalty through consistent delivery of exceptional service experiences.
Overview
23
23
years of professional experience
Work History
Dental Customer Service Senior Advocate
Cigna-Virtual, USA
Scranton, PA
10.2020 - Current
- Provided expertise to empower team members in delivering exceptional customer support.
- Assisted customers by actively listening to their concerns. Addressed issues promptly and referred significant matters to supervisor for resolution.
- Managed customer telephone inquiries promptly to enhance service efficiency.
- Resolved customer issues by identifying and addressing root causes.
- Enhanced customer satisfaction through proactive strategies addressing needs and resolving concerns.
- Provided expert advice and assistance to customers, ensuring attention to unique needs and preferences.
- Facilitated daily interactions with high volumes of customers, ensuring a positive experience and commitment to customer satisfaction.
Front End Manager
Old Brooke Inn
Moscow, PA
06.2003 - 03.2010
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Prepared weekly employee work schedules to meet operational needs.
- Oversaw the day to day operations of their company's front end, recruited and managed employees, handled customer complaints.
Education
High School Diploma - undefined
West Scranton High School
Scranton, PA06.2022
Skills
- Leveraged expertise in utilizing CED and Dentacom to optimize workflow management processes
- Leveraged Microsoft Office suite to enhance document creation and data management processes
- Mastered dental terminology to enhance professional communication
- Showcased expertise in articulating complex information through written and oral communication
- Assisted teams in managing various tasks efficiently Supported initiatives to resolve issues and improve team dynamics Helped maintain metrics and schedule to align with company performance goals
- Assisted customers with inquiries and issues through clear communication Supported team members in addressing customer concerns effectively
- Facilitated co-worker navigation through various systems and Microsoft Word features
- Spearheaded inbound and outbound calling initiatives to strengthen customer engagement
- Exhibited advanced typing proficiency to optimize documentation processes
- Exhibited advanced expertise in Microsoft Excel functionalities and applications
- Assisted in training new hires as a subject matter expert for dental call classes Supported transition of provider call team in the Philippines to customer call team for one-on-one preparation
- Assisted with various projects by taking on lead responsibilities for OPC Supported dental coaching chat initiatives Contributed to multiple subject matter expert roles Facilitated team huddles and provided one-on-one training for colleagues needing additional assistance Aided in GSP OPC reporting tasks Collaborated with the DOP project team to make over 200 call outs daily
LEADERSHIP
President of the Old Forge Elementary Parent/Teacher Organization from 2015 current
Timeline
Dental Customer Service Senior Advocate
Cigna-Virtual, USA
10.2020 - Current
Front End Manager
Old Brooke Inn
06.2003 - 03.2010
High School Diploma - undefined
West Scranton High School