Lindsey Marston
Rockford
Summary
I am a dedicated and adaptable leader with a strong focus on teamwork and quality improvement. Expertise in driving collaboration and enhancing service delivery through efficient process implementation and constructive feedback. I feel I am a professional leader ready to drive team success and exceed objectives. Proven track record in team collaboration, strategic planning, and problem-solving. Known for strong communication skills, adaptability, and reliability. Equipped to foster productive and positive work environment while meeting changing demands. I am also an encouraging leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance overall .
Overview
19
19
years of professional experience
Work History
Team Leader
United Healthcare Group
Rockford, IL
06.2025 - Current
- Monitored team performance metrics, providing feedback to foster continuous improvement and goal achievement.
- Facilitated regular team meetings to discuss progress, address challenges, and promote collaborative problem-solving.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Motivated team members to surpass their targets, recognizing and rewarding their achievements.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Health Plan Advisor
United Healthcare Group
Rockford, IL
01.2024 - 06.2025
- Analyzed member eligibility and benefits to ensure accurate information dissemination.
- Facilitated communication between members and healthcare providers to resolve inquiries effectively.
- Collaborated with cross-functional teams to streamline processes and improve service delivery efficiency.
- Trained new team members on policies, procedures, and best practices to enhance team performance.
- Mentored junior team members, fostering professional growth and development within the department.
- Educated clients on available health plan options, resulting in informed decisionmaking.
- Resolved member inquiries promptly and accurately, demonstrating exceptional customer service skills.
Assistant Manager
OneMain Financial Services
Rockford, IL
03.2011 - 08.2023
- Led team in achieving operational efficiency through process improvements and staff training
- Developed and implemented strategic initiatives to enhance customer service satisfaction
- Analyzed financial reports to identify trends, ensuring compliance with regulatory standards
- Coordinated cross-functional teams to streamline loan processing workflows
- Mentored junior staff, fostering a collaborative environment and enhancing performance outcomes
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
Teller/Vault Custodian
US Bankcorp
Loves Park, IL
06.2007 - 03.2011
- Processed customer transactions efficiently and accurately, enhancing overall service quality.
- Maintained cash drawer integrity through diligent verification and balancing practices.
- Assisted customers with account inquiries, promoting product offerings to enhance user experience.
- Resolved customer issues promptly, ensuring satisfaction and retention through effective communication.
- Trained new tellers on operational procedures, fostering a collaborative team environment.
- Conducted regular audits of cash handling procedures to ensure compliance with regulations and policies.
Education
High School Diploma -
Guilford High/ Roosevelt
Rockford, IL05-2000
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
- Team supervision
- Staff training
- Work Planning and Prioritization
- Coaching and mentoring
- Documentation and reporting
- Complex Problem-solving
- Overseeing daily activities
- Quality improvement
- Leading team meetings
- Team building
- Issue resolution
- Giving constructive feedback
- Evaluating employee work
Accomplishments
- I started with the company in Jan of 2024 as a Plan advisor sr complex cust care advocate- I then went into claims training and finished my buckets for zero check in 3 months becoming the first hybrid claims trained advocate on my team at that time. I worked my way up to the lead position for a team of 10 - Leading the team of 10 consistently while supervisor was out and also covering for other teams as well when the Supervisor has been out for teams of 10 as well - making sure I kept up with all recommended coachings/reports/and daily tasks as required on time. I am now starting with the SME/AST PILOT program with GEHA starting 7.14.26 which is a brand new team they are piloting . I am looking forward to growing even more with the company to see where my career goes.
I am almost complete with my COHORTS program which is a 4 month program on leadership
I am currently in the COHORTS program for leadership skills- it is a 4 month long course where we learn additional coaching skills/and becoming a better leader in general - skills for all positions i feel - and will be complete at the end of July 2026 where will recieve certificate of completion in program .
Timeline
Team Leader
United Healthcare Group
06.2025 - Current
Health Plan Advisor
United Healthcare Group
01.2024 - 06.2025
Assistant Manager
OneMain Financial Services
03.2011 - 08.2023
Teller/Vault Custodian
US Bankcorp
06.2007 - 03.2011
High School Diploma -
Guilford High/ Roosevelt