Allyson Jefferson
Avon,IN
Summary
Customer Operations Leader with 10+ years of progressive experience advancing from frontline management to leading large-scale, multi-site contact center operations (350+ FTE) in regulated healthcare environments. Proven ability to deliver best-in-class performance across service, quality, and experience metrics (80/60 SLA, 90+ NPS, 92% FCR) while optimizing cost-to-serve. Recognized as a Culture Ambassador and NPS Champion for driving employee engagement and customer loyalty, and a graduate of a competitive Emerging Leader Program focused on executive readiness. Known for translating frontline insights into enterprise-level strategy, leading digital transformation through implementations such as NICE CXone and ACET, and influencing cross-functional initiatives with Product and Technology teams. Builds high-performing leadership teams, strengthens operational discipline, and leads change at scale to deliver sustainable growth, compliance, and elevated member experience.
Overview
8
8
years of professional experience
Work History
Senior Customer Service Manager
UnitedHealthOne
02.2019 - Current
- Led call center operations for a team of 350+ staff, ensuring efficient service delivery and achievement of performance targets.
- Drove KPI performance, consistently meeting or exceeding: Service Level (80% in 60 seconds), UES (90%), Post-call NPS (90%), and FCR (92%).
- Managed and developed supervisors and frontline teams to deliver high-quality member and provider support.
- Monitored call quality, productivity, and compliance with healthcare regulations (e.g., HIPAA), implementing corrective actions as needed.
- Drove implementation of new CRM tools to improve tracking of customer interactions and inquiries.
- Analyzed customer feedback data to identify trends and optimize service processes.
- Collaborated with cross-functional teams to streamline operations and resolve complex issues.
- Improved response times with efficient resource allocation, ensuring prompt support for all customers.
- Established a positive work environment by fostering open communication and promoting teamwork among supervisors and advocates.
- Championed process improvements that resulted in operational efficiencies while maintaining strict adherence to company policies and procedures.
- Conducted regular performance reviews of team members, identifying opportunities for growth and development.
Customer Service Supervisor
UnitedHealthOne
05.2018 - 01.2019
- ·Supervised and coached a team of customer service representatives to ensure high-quality member support and adherence to company standards.
- Monitored call quality, productivity, and compliance with healthcare regulations (e.g., HIPAA), providing feedback and corrective action as needed.
- Resolved complex member and provider inquiries, including claims, benefits, eligibility, and billing issues.
- Analyzed performance metrics and implemented process improvements to enhance efficiency and customer satisfaction.
- Collaborated with cross-functional teams to address escalations and improve service delivery.
- Trained new hires and conducted ongoing team development to strengthen product knowledge and service skills.
- Managed scheduling, staffing, and workflow to meet service level agreements (SLAs).
- Ensured compliance with company policies, regulatory requirements, and quality assurance standards.
Education
Bachelor of Science - Elementary Education
Indiana University, Purdue University Indianapolis
Indianapolis, IN2010
Skills
- Contact Center Operations Leadership
- KPI & Service Performance Management (SLA, NPS, FCR)
- Workforce Planning & Capacity Strategy
- Operational Excellence & Process Improvement
- Change Management & Transformation Leadership
- Regulatory Compliance (HIPAA, Audit, Quality)
- People Leadership & Succession Planning
- Customer Experience & Voice of Customer (VoC)
- Executive Communication & Stakeholder Management
Timeline
Senior Customer Service Manager
UnitedHealthOne
02.2019 - Current
Customer Service Supervisor
UnitedHealthOne
05.2018 - 01.2019
Bachelor of Science - Elementary Education
Indiana University, Purdue University Indianapolis