Stephanie Hammond
Murfreesboro
Summary
Seasoned and resourceful leader with over 25 years of a proven track record excelling in coaching, mentoring, and training. Expert in enhancing customer experiences and driving team performance. Skilled in materials organization and verbal communication, fostering a culture of reliability and team building. Supportive trainer with detailed knowledge of Medicare industry practices.
Overview
24
24
years of professional experience
Work History
Technical Trainer Senior Analyst
Cigna Healthcare
06.2020 - Current
- Wrote training materials for Retention Operations employees and vendor positions.
- Updated training coursework and requirements according to group needs and technology changes.
- Facilitated virtual, in-person and blended learning sessions.
- Trained and mentored new and existing personnel hired to fulfill various roles.
- Provided coaching and mentoring to employees during and after training.
Customer Service Sr. Associate-Team Lead
Cigna Healthcare
12.2012 - 06.2020
- Answered and managed incoming and outgoing calls while recording accurate documentation. Keeping in line with all compliance mandated process'.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Helped develop and implemented campaigns to increase customer satisfaction and engagement.
- Volunteered to help with special projects of varying degrees of complexity.
- Planned and coordinated logistics and materials for staff events.
- Trained and supported new team members, maintaining culture of collaboration.
- Trained new team members by relaying information on company procedures.
- Established open and professional relationships with team members and leadership
- Assisted in recruitment/interviewing to build team of top performers.
Service Quality Management – Associate Director
UBS Financial Services
11.2010 - 10.2012
- Provided coaching and mentoring to employees.
- Developed lesson plans, instructional materials and written practice tests
- Develop training materials for new and existing employees.
- Provide training sessions in one-on-one and classroom setting.
- Coordinate training efforts with business partners in all departments and business units.
- Responsible for Quality Assurance call monitoring and performance metrics. Deliver quality findings to management teams in timely manner to assist with process improvement.
New Recruit Services - Associate Director
UBS Financial Services
08.2007 - 11.2010
- Led team of up to 5 personnel, supervising daily performance as well as training and improvement plans.
- Responsible for assisting newly recruited Financial Advisors providing “white glove service”.
- Quality Assurance Call Monitoring for technical skills and manage call volume forecasting.
- Provide feedback / coaching to associates regarding performance and identify training needs.
- Manage escalations issues. Handle calls from internal customers requesting Management assistance. Manage attendance records and monitor schedule adherence.
Account Opening and Maintenance – Associate Manage
UBS Financial Services
05.2006 - 08.2007
- Responsible for 10-12 call center associates / CSRs in two office locations, and offsite employees.
- Provide feedback / coaching to CSRs regarding performance and identify training needs.
- Quality Assurance call monitoring for both professional and technical skills.
- Identify call trends and work with business partners to improve the overall customer experience.
- Facilitate employee training sessions, staff meetings and communicate new information.
- Manage escalation issues. Handle calls from internal customers requesting Management assistance.
Customer Service – Senior Associate
UBS Financial Services
03.2001 - 05.2006
- Respond to incoming telephone calls from Financial Advisors, Sales Assistants, Branch and Operation Managers at UBS branch offices.
- Assist callers with inquiries regarding transferring, opening and maintenance of accounts.
- Maintain logs of each call based on type of caller and nature of inquiry.
- Escalate sensitive issues to associate’s manager, conducting proper follow-up of those issues.
- Act as a point person for escalation issues. Resolve issues for other CSRs who need assistance.
- Maintain service levels at or above firm standards.
- Facilitate classroom and call shadow training for hew hires.
Education
No Degree - Education
University of Tennessee
MartinHigh School Diploma -
Glencliff Comprehensive High School
Nashville, TN05-1987
Skills
- Coaching and mentoring
- Customer centricity
- Materials organization and prepration
- Performance assessment
- Reliability
- Training facilitation
- Team exercises
- Team building
- Verbal and written communication
- Training program development
- Attention to detail
Accomplishments
Customer Centricity Ambassador
Timeline
Technical Trainer Senior Analyst
Cigna Healthcare
06.2020 - Current
Customer Service Sr. Associate-Team Lead
Cigna Healthcare
12.2012 - 06.2020
Service Quality Management – Associate Director
UBS Financial Services
11.2010 - 10.2012
New Recruit Services - Associate Director
UBS Financial Services
08.2007 - 11.2010
Account Opening and Maintenance – Associate Manage
UBS Financial Services
05.2006 - 08.2007
Customer Service – Senior Associate
UBS Financial Services
03.2001 - 05.2006
No Degree - Education
University of Tennessee
High School Diploma -
Glencliff Comprehensive High School
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