Yelena Koval
Sacramento
Summary
Accomplished leader with strong problem-solving skills and demonstrated expertise in customer service and management; successful curriculum designer with experience in project management. Successfully led redesign of training curriculum and exceeded company representative retention and quality goals.
Overview
22
22
years of professional experience
Work History
Curriculum Designer
Health Net
Rancho Cordova, CA
01.2017 - Current
- Develop and maintain materials for implementation of new hire and ongoing company training
- Plan, execute, implement and close special projects, including training redesign
- Successfully train and motivate new hires and experienced staff, including all levels of management
- Conduct and participate in learning conferences
- Analyze and address changing business needs, while identifying and mediating conflict for mutual benefit
- Identify necessary business changes and create viable solutions
- Serve as a subject matter expert in company system change and development
- Participate in employee diversity and inclusion groups
Customer Service Lead
Health Net
Rancho Cordova, CA
01.2010 - 01.2017
- Offered telephone and in person support to customer service representatives and other internal customers
- Traveled to and from offshore sites, facilitating implementation of policies
- Promoted international cultural literacy
- Planned, executed, and closed special projects, including diversity training and new-hire system access
- Led for inclusion, capitalizing on individual skills for team performance
- Assisted in creation of a database utilized for training and quality purposes company wide
- Create, review, outline, and employ solutions for team and call center trends
- Engage active listening, varied communication styles, and empathy in all support venues
Customer Service Representative
Health Net
Rancho Cordova, CA
01.2008 - 01.2010
- Met and exceeded strict Quality guidelines, while offering telephone support to members and providers
- Responded to claims, benefits, and eligibility requests within HMO, PPO, and Indemnity products
- Provided floor support to, mentored, and trained other customer service representatives
- Developed company-wide training manuals for claims processing and internet support
- Assisted in healthnet.com development
- Maintained team performance statistical databases and working knowledge of CPT and ICD-9/ICD-10 coding
Temporary Bilingual Representative
Apple One
Folsom, CA
04.2008 - 07.2008
- Addressed application, certification, and network selection questions
- Assisted members enrolled in government-assisted programs: AIM and Healthy Families
Customer Service Manager
AT&T Mobility
Rantoul, IL
01.2004 - 01.2008
- Managed and directed activities of 10-20 customer service representatives
- Successfully motivated representatives to meet and exceed company goals for customer care excellence
- Accessed financial performance and managed growth and profitability
Customer Service Representative
AT&T Mobility
Rantoul, IL
12.2003 - 01.2004
- Met and exceeded Fortune 50 company goals in customer service, billing, and technical support
- Contributed to development of company knowledge database
Education
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Western Governors University
01-2020
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University of Illinois
01-2000
Skills
- Seasoned curriculum designer with Articulate Storyline, Articulate Rise, Canva, Camtasia, Vyond, Synthesia, GIMP experience
- Successfully trained and managed 10-160 representatives as demonstrated by leadership and training awards
- Positive interpersonal and communication skills
- Fluent in Russian (written and spoken)
- Completely computer literate, including relational and non-relational databases, website design, and instructional design software, including HTML, CSS, Java, BASIC, SnagIt, Paint Shop Pro, Adobe Photoshop, Information Mapping and FS Pro, Articulate 360 and Storyline, Visio, Microsoft Office Products
Timeline
Curriculum Designer
Health Net
01.2017 - Current
Customer Service Lead
Health Net
01.2010 - 01.2017
Temporary Bilingual Representative
Apple One
04.2008 - 07.2008
Customer Service Representative
Health Net
01.2008 - 01.2010
Customer Service Manager
AT&T Mobility
01.2004 - 01.2008
Customer Service Representative
AT&T Mobility
12.2003 - 01.2004
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Western Governors University
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University of Illinois