At WPS Health Solutions, I supervised a team of 13 representatives in a 45-person customer care center handling health insurance calls. I designed KPI dashboards and leadership scorecards that multiple teams adopted, and reported performance to leadership daily, weekly, and monthly.
At GEICO, I ranked as the top supervisor on KPI performance for two consecutive years and sustained a 96% team QA score. I also built dashboards and coaching logs adopted by other supervisors, and my team had the department’s lowest turnover and highest promotion rate.
