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Click here or scroll down to respond to this candidateCandidate's Name
PHONE NUMBER AVAILABLEEMAIL AVAILABLEPROFESSIONAL SUMMARYConsidered a well-versed team-oriented employee who works to increase the understanding and proficiency in all areas of the job. Communicates with empathy and compassion while consistently exhibiting a professional work dialog. The ability to communicate clearly and effectively with end users while working to resolve issues.PROFESSIONAL EXPERIENCEUnitedHealth Care March 2022-PresentSenior Customer Service RepresentativeProvides premium level service, removing burdens and providing end-to-end resolution for members. This includes, but is not limited to: Clinical, Financial Decision Support, Behavioral Support, Claims inquiries, and more.Answer up to 30 to 60 incoming calls per day from members of our health / dental / vision / pharmacy plansContact care providers (doctors offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance.Be a single point of contact for highly designated, dedicated UHC national or key account insurance plans.Identify the areas of assistance and offer resolution for benefits, eligibility, claims, financial spending accounts, correspondence, OptumRx Pharmacy, Optum Behavioral Health and self-service optionsEducate members about the fundamentals and benefits of managing their health and well-beingAssist in navigating UnitedHealth Group websites or applications utilizing remote desktop system capabilitiesConstruct communication via secure messaging, e-mail or chatResearch complex issues across multiple databases and work with support resources to resolve member issues and/or partner with others to resolve escalated issues.Navigate through multiple platforms and databases to retrieve information regarding medical plans, prescription plans, flexible spending accounts, health reimbursement accounts, vision plans, dental plans, employer-based reward plans, claims submissions, clinical programs, etc.Meet the performance goals established for the position in the following areas: effectiveness, efficiency, call quality, member satisfaction, first call resolution, and adherenceThe Ettain Group Oct 2021 Feb 2022PreboardingResponsible for processing new hire informationEntry of confidential information into Lawson and creation of the HR fileEvaluate the completion of the background check report using PreCheck and drug screening results through Labcorp, certification/licensure primary source documentation to ensure all components are compliant with company policy or escalate issues when outside of policies prior to onboarding through ICIMS.When needed, will complete and confirm all onboarding requirements and clearance processes of contractors.Wipro, Atlanta GA Dec 2018 July 2020Service Desk AdministratorUsed DigitalHub Ticketing and Monitoring tool, concept of queues, creation of ticket, modification/updating tickets, assigning tickets to various resolver groups, eliciting CSATs, Monitoring of alert logs, scheduled jobs, backup jobs.Carry out preliminary analysis of alerts/incidents and service requests with assistance from seniors.Demonstrated an effective usage of knowledge base in improving FCR and the response time.Aware on the Service desk metrics (SLAs), tracking and reporting of the same.Handling interactions with customer direct to score great CSATs.Windows Admin -User Accounts Creation, User Renaming and Deletion, User Credentials, Group Accounts CreationAs an Administrator, we were able to do system administration, Incident / problem determination and resolution on a 24x7 basis Incident, Problem, Change and Configuration management, Service incidents and queries within the agreed service levels. Perform Service Requests based on Standard Operating Procedures. Work on scheduled tasks as part of Change Management. Also, we were able to handle issues independently and suggest/ implement services improvements plans as well as identify and highlight scope of automation to lead or Manager.Vonage Business, Atlanta GA Dec 2014 Dec 2018Customer Care Rep/Porting SpecialistManaged customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.Accurately documented, researched and resolved customer service issues.Improved call center functionality and service capacity by resolving customer complaints efficiently and expeditiously.Interacts with customers to provide and process information in response to inquiries, concerns, and requests about products and services.Referred unresolved customer grievances to designated departments for further investigation.AppleOne, Dunwoody GA Sep 2013 Dec 2014External Service Desk SpecialistInstalled and performed minor repairs to hardware, software, and peripheral equipment, following design and installation specifications.Maintained records of daily data communication transactions, problems and remedial actions taken, and/or installation activities.Answered user inquiries regarding computer software and hardware operation to resolve issues.AppleOne, Dunwoody GA Mar 2013 Aug 2014Production OperatorManually operated and monitored equipment according to department instructions and client expectations.Made routine decisions using pre-established guidelines regarding products meeting quality standards, resolving minor machine problems and determining when a service technician is required.Manually inserted documents/forms into envelopes, affixed tags to plastic carriers, handled and processed mail into expedited mailing packages, and feeding and unloading equipment.State Farm, Dunwoody GA Oct 2012 Feb 2013Inbound Quote and Bind Rep.Continuously exceeded sales, service and quality goals on a monthly basis. Established new customer accounts, which included providing insurance program and pricing option information and organization of customer documents before agent execution and submission to AFI.Resolved customer issues and maintain quality control and satisfaction records, constantly improving service and receiving multiple awards for accuracy.Balanced sales, quality, and an understanding of underwriting guidelines resulting in a 95% issued binds.CCI, Inc., Norcross GA Oct 2012 Feb 2013Apple AdvisorResponsible for providing world-class technical support for Apple products and accessories.Utilized numerous probing skills and techniques to identify the root cause of their issues and detailed troubleshooting methods to resolve the issue.Maintained great rapport with customers as well as fellow colleagues. Provided exceptional support while continuing to remain valuable to the company.Relevant SkillsExcellent Customer Service Detailed and time orientedExceptional Teamwork Exemplary Time ManagementTroubleshooting ResourcefulEducation and TrainingGeorgia Perimeter College, Covington GA- Business Administration (2010-2012)Georgia Tech University, Atlanta GA- Business Office Professional Cert. (March 2004)Professional References Provided Upon Request |
