Vanessa Hill
@vanessahill2
I lead call center training, quality assurance, and process improvements that raise service performance and customer satisfaction.
United StatesWhat I'm looking for
I've supported customer service operations at Ascensus Government Savings, Mutual of Omaha, Maximus supporting the U.S. Department of Veterans Affairs, and Alliance Data. I handle high-volume inbound inquiries, insurance and account research, claims and policy information, and sensitive financial or health-related information.
At Ascensus, I supervised daily operations for 20+ representatives, designed and delivered training that reduced new-hire ramp-up time by 30%, and developed SOPs that improved quality scores by 20%. I also partnered with leadership to improve CSAT from 80% to 93% through quality monitoring, coaching, calibrations, KPI tracking, and process optimization.
I bring hands-on experience with team coaching, de-escalation, compliance, workflow improvement, and cross-functional projects. I'm focused on creating clear processes and training that help teams deliver consistent, high-quality customer experiences.
Experience
Work history, roles, and key accomplishments
Handles high-volume inbound calls, resolves insurance-related inquiries, and researches claims and policy information while meeting productivity and quality goals.
Education
Degrees, certifications, and relevant coursework
Westport High School
High School Diploma, General Studies
Completed high school education with a focus on foundational academic skills.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Job categories
Skills
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