Summary
Overview
Work History
Education
Skills
Software
Timeline
GeneralManager
Charlene Rudolph-Diggs

Charlene Rudolph-Diggs

Sr. Provider Service Advocate, Team Lead
Tempe,AZ

Summary

Caring and skilled Sr Provider Service Advocate, passionate about positively impacting programs and helping participants by providing expert support. Familiar with Team Lead position and always looking for ways to improve operations and personalize assistance. Well-organized and resourceful with detail-oriented and conscientious approach. Service-driven Senior Service Advocate adept at providing comprehensive team support. Skilled at operating in fast-paced call center environments. Offering many years of experience and a passion for satisfying customer needs.

Overview

20
20
years of professional experience
4
4
years of post-secondary education

Work History

Sr Provider Service Advocate

UHC
Phoenix, AZ
01.2020 - Current
  • Conducted in-depth research on complex problems to bring about satisfactory resolutions.
  • Applied advanced computer and customer service skills to develop successful solutions to concerns.
  • Coordinated with clinical professionals to evaluate concerns and resolve problems.
  • Collaborated on program operations and relayed participant feedback for improvements.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.

Customer Service Call Center

MDS Communications
Mesa, AZ
03.2012 - 07.2015
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Answered over 150 calls per shift to meet fast-paced call center demands.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Contributed to company achieving and holding industry-leading customer service ratings.
  • Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
  • Documented and detailed calls and complaints using call center's CRM database.

Property Manager

Parkside Apartments
Tempe, AZ
05.2008 - 12.2012
  • Evaluated and recommended changes in rental pricing strategies to remain competitive in market.
  • Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
  • Minimized vacancy periods by collaborating with building owners to strategize improvements to marketing initiatives, business plans and tenant outreach programs.
  • Prepared specifications, solicited bids and approved subcontracts for building services.
  • Verified income, assets and expenses and completed file tracking sheet for each applicant.
  • Followed up on delinquent tenants and coordinated collection procedures.
  • Coordinated with janitorial and engineering staff on maintenance and upkeep.
  • Trained and motivated leasing staff during bi-monthly trainings.
  • Handled tenant complaints promptly and appropriately, calling in repairmen and other support services.
  • Boosted occupancy 100% by leveraging market knowledge and successful promotional strategies.

Teacher/Director/Owner Private School

Adventure Center
Salt Lake City, UT
08.1997 - 04.2007
  • Collaborated with administration staff to develop functional budgets within allocated funds.
  • Monitored and evaluated educational programs to maintain high-quality performance objectives and standards.
  • Kept school in full compliance with established policies, legal requirements and student safety standards.
  • Observed teachers, documented activities and implemented improvement plans to optimize classrooms.
  • Built productive relationships with parents of students facing difficult situations at school or at home.
  • Oversaw budget, marketing and curriculum development for school operations.
  • Served as tireless school resource, which enabled development of lasting relationships with students, parents and guardians.

Education

Bachelor of Arts - Child Development

UCLA
City Of Los Angeles, CA
01.1991 - 12.1992

Associate of Arts -

El Camino College
Torrance, CA
01.1989 - 12.1990

Skills

    Administrative expertise

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Software

Microsoft Products

Timeline

Sr Provider Service Advocate

UHC
01.2020 - Current

Customer Service Call Center

MDS Communications
03.2012 - 07.2015

Property Manager

Parkside Apartments
05.2008 - 12.2012

Teacher/Director/Owner Private School

Adventure Center
08.1997 - 04.2007

Bachelor of Arts - Child Development

UCLA
01.1991 - 12.1992

Associate of Arts -

El Camino College
01.1989 - 12.1990

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Charlene Rudolph-DiggsSr. Provider Service Advocate, Team Lead