Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Professional Profile
Over ten years of management and customers services skills in retail and call center environment. Expert computing and technology skills in multiple software applications.
Qualifications
Leadership
Sales
Writing
Communications
Customer Service
Training
Counseling
Client Support
Multitasking
Professional
Microsoft Office
Relevant Experience
Increased client engagement in all Active Health products and services sales by 98%. each quarter.
Experience
10/2010 to 11/2016
Senior Customer Service AdvocateUnitedhealth Group – Dublin, OH,
Provides daily leadership to customer service staff.
Identifies system and workflow improvements to enhance the team’s efficiency.
Handles telephone and written correspondence from varied sources.
Explains customer/member specific plan of benefits along with member's responsibilities in accordance with contracted arrangements.
Documents and tracks all member contacts, events, and outcomes via appropriate systems.
Accesses information from a variety of systems and references including contracting and network system.
07/2009 to 09/2010
Shift Supervisor Caci International Inc. – Lehi, UT,
Completed day to day operation of the store such as overseeing staff.
Responded to customer inquiries and complaints.
Directed and supervised employees engaged in sales, inventory-taking,
Reconciling cash receipts, or in performing services for customers.
Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
Assigned employees to specific duties.
11/2008 to 06/2010
Manager of Parts SalesSonic Automotive, Inc. – Baytown, TX,
Resolved customer complaints regarding services, products, or personnel.
Monitored sales staff performance to ensure that goals are met.
Conferred with company officials to develop methods and procedures to
Increased sales, expand markets, and promote business.
Determined replacement parts required, according to inspections of old parts,
Examined returned parts for defects, and exchange defective parts or refunded money.
09/2007 to 05/2009
Sales ConsultantHoyleton Youth And Family Services – Belleville, IL,
•Assessed nutritional needs, diet restrictions and current health plans to develop and implement dietary-care plans and provide nutritional counseling.
•Consulted with physicians and health care personnel to determine nutritional needs and diet restrictions of patient or client.
•Counseled individuals and groups on basic rules of good nutrition, healthy eating habits and nutrition monitoring to improve their quality of life.
•Developed curriculum and prepare manuals, visual aids, course outlines and other materials used in teaching.
2007 to 2008
Recovery SpecialistCooper Pest Solutions – Richland, MS,
Received payments and post amounts paid to customer accounts.
Located and monitored overdue accounts, using computers and a variety of automated systems.
Recorded information about financial status of customers and status of collection efforts.
Located and notified customers of delinquent accounts by
Advised customers of necessary actions and strategies for debt repayment.
Skilled in persuading customers to pay amounts due on credit accounts, damaged claims, or non-payable checks, or to return merchandise.
2006 to 2007
Branch ManagerCooper Pest Solutions – Roanoke, VA,
Supervised all daily operations of the branch which included: hiring, firing and maintaining of personnel, staff training, and schedules.
Established and maintain relationships with individuals and businesses.
Examined, evaluated, and processed loan applications.
Reviewed collection reports to determine the status of collections and the amounts of outstanding balances.
Responded to all customer complaints and resolved any problems.
Ensured the highest level of customer service.
2006 to 2007
Branch ManagerAdvance America – City, STATE,
Supervised all daily operations of the branch which included: hiring, firing and maintaining of personnel, staff training, and schedules.
Established and maintain relationships with individuals and businesses.
Examined, evaluated, and processed loan applications.
Reviewed collection reports to determine the status of collections and the amounts of outstanding balances.
Responded to all customer complaints and resolved any problems.
Ensured the highest level of customer service.
11/2016 to Current
Sr Appeal & Complaints Analysts Meritain Health – City, STATE,
Review, research and respond to complaints within the required time frame established by the better business bureau.Review, research and respond to regulatory complaints including CFPB, state attorney General office and other regulatory agencies. Ensure received complaints are documented and recorded on the appropriate spreadsheets. Provide weekly analyst identifying trends by type, state and client. Validate and verify complaints and answered in timely fashion with the appropriate responses. Identify high risk or problematic complaints and notify Compliance Management team. Complete call reviews, determine if any disciplinary action should be taken. Provide coordination for compliance and regulatory related projects. Effectively communicate levels of risk to specific departments. Ability to advise senior management on any regulatory charges that may affect risk and provide recommendations to mitigate the potential risk. Coordinate with Legal team to ensure aware of potential cross over between complaints and ADLs or lawsuits. Collaborate with Compliance Management Team to ensure that the entire company is aware of compliance requirements and issues. Support the Director of Compliance, VP of Compliance and Chief Compliance Officer in their roles and daily task.
Education
Expected in May, 2013
Bachelor's Degree: Business Administration Strayer University - Atlanta, GA. GPA:
Expected in 2016
MBA: Health Services Administration Strayer University - Atlanta, GA GPA:
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