Abigail Snead
Aubrey,Tx
Summary
Dedicated customer service professional with a proven track record of swiftly resolving customer issues while maintaining high satisfaction standards. Expert in utilizing diverse communication channels, including phone, email, and web chat to engage effectively with clients. Strong leadership abilities combined with exceptional interpersonal skills to motivate teams and enhance overall service quality. Aiming to contribute extensive experience in problem-solving and multitasking within a dynamic work environment.
Overview
1
1
year of professional experience
Work History
HEALTH ADVOCATE
United Healthcare Group
Dallas
11.2023 - Current
- Assist members in navigating their health insurance plan, providing support with understanding benefits, resolving claim issues, finding in-network providers, and generally advocating for their needs to ensure they receive the best possible care.
- A point of contact for complex medical situations and connecting members with necessary resources with the healthcare system.
- Answered calls and interacted with community members to provide information on advocacy services.
- Educating members on their health plan coverage, including deductibles, copays, and out-of-pocket maximum.
- Helping members understand and resolve claim denials, billing discrepancies, and other claim-related issues.
- Maintained accurate documentation of all patient interactions in accordance with HIPAA regulations.
- Assisting members in finding in-network doctors, specialists, and facilities based on their needs.
- Connecting members with appropriate healthcare professionals for complex medical situations, including referrals and pre-authorization processes.
- Communicating with healthcare providers on behalf of members to ensure their concerns are addressed.
- Managed many health plan-related calls in fast-paced call center environment.
- Maintained updated knowledge through continuing education and advanced training.
HELP DESK ANALYST TIER 1
United Healthcare Group
Dallas
11.2023 - Current
- Assisted customers with troubleshooting issues across multiple communication channels.
- Answer phone calls, emails, or chat requests from users regarding technical issues.
- Utilized internal documentation to address standard issues promptly.
- Streamlined support process by managing all tickets through centralized tracking tools.
- Facilitated troubleshooting processes for swift issue resolution.
- Escalated high-priority issues to higher-tier support units, ensuring timely problem management.
- Delivered guidance on effective use of software applications.
- Maintained comprehensive records of support requests.
- Resolved technical issues by focusing on customer satisfaction in hardware, software, and networking.
- Created user accounts, reset passwords and managed user profiles according to company policies
CUSTOMER SERVICE REPRESENTATIVE
MyAMC
, US
- Answering customer calls and emails regarding appraisal orders, providing status updates, addressing concerns, and resolving issues promptly.
- Provide exceptional customer service to clients, including appraisers, lenders, and borrowers, by promptly addressing their inquiries, concerns, and requests.
- Processing new appraisal orders, assigning appraisers based on property type and location, and tracking the progress of appraisals through the system.
- Ensure compliance with data protection regulations by keeping client information accurate and current.
- Assisted in creating and executing customer service strategies, enhancing customer satisfaction.
- Joined team meetings and training sessions to maintain knowledge of industry trends, regulations, and policies.
- Collaborated with internal teams to ensure smooth appraisal processes, escalating issues when necessary and following up to ensure timely resolution
- Maintained up-to-date knowledge of procedures and services ensuring effective resolution of customer concerns.
- Recorded details of customer calls accurately in computer database.
- Maintained up-to-date records by consistently inputting accurate customer details.
- Contacting appraisers to clarify details, address concerns, and follow up on outstanding reports.
- Reviewing appraisal reports for accuracy and completeness, identifying potential issues, and escalating concerns to the appropriate parties.
- Generating reports on appraisal order volumes, turnaround times, and customer satisfaction metrics.
PRESCHOOL LEAD TEACHER
Primrose Schools
, US
- Devised methods to enhance intellectual, social, emotional growth of preschool students through structured lessons.
- Cultivated a positive setting promoting engagement and participation.
- Conduct regular assessments and progress reports to track each child's growth and development, and communicate with parents regarding their child's progress
- Work with educators and staff to arrange events, excursions, and conferences.
- Foster a love for learning through hands-on experiences, storytelling, group activities, and individualized attention
- Manage classroom dynamics and maintain a structured daily routine, ensuring a smooth transition between activities
- Provide support and guidance to assistant teachers, promoting teamwork and professional growth
TUTOR
California Teaching Fellows
, US
- Monitor and mentor student learning activity each day
- Prepare objectives and outlines/lesson plans for each day; establish clear objectives for all lessons, units, and projects, and communicate those objectives to students
- Submitted detailed lesson plans to Teaching Fellows outlining achieved target standards.
- Tutor youth individually and in groups
- Prepare reports on youth activity and accomplishments
- Enforce rules for behavior and procedures for maintaining order
- Observe and evaluate student's performance, behavior, social development, and physical health
- Adhered to school district guidelines to ensure a safe and respectful learning environment.
INSTRUCTIONAL AIDE
Pleasant View Elementary
, US
- Partnered with senior instructor to develop interactive curriculum strategies addressing individual learners.
- Implemented strategies to maintain a disciplined and constructive educational environment.
- Created personalized resources for students requiring extra attention.
- Facilitated small group activities to enhance learning.
- Helped grade assignments.
- Monitored and managed student behavior to promote a safe atmosphere during breaks and outings.
- Assisted educators and staff in fostering effective classroom dynamics.
- Supported educators in developing individualized strategies based on each student's abilities.
- Facilitated targeted intervention groups to enhance student learning outcomes.
- Update teachers on challenges faced by individual learners.
- Supplied clerical aid and other necessary help to faculty members.
- Managed and serviced educational tools.
- Coordinated a range of school events.
PROGRAM LEADER
Choices After School Program
, US
- Evaluated and addressed students' challenges with teachers.
- Facilitated provision of academic support services.
- Directed setup and organization of necessary resources for activities.
- Ensured daily upkeep of facility cleanliness.
- Addressed parent inquiries with promptness and efficiency.
- Created lesson plans to facilitate activities.
- Oversee students during outdoor recess, ensuring safety and engagement.
- Coordinated staff placement based on after-school activity schedules.
- Managed presentations featuring student accomplishments for an audience of guardians, faculty, and school officials.
Education
ASSOCIATE OF ARTS - LIBERAL ARTS
Porterville College
05.2017
HIGH SCHOOL DIPLOMA -
Tulare Union High School
06.2009
Skills
- Excellent customer service and interpersonal skills
- Strong knowledge of the appraisal management industry
- Proficient in using CRM systems and customer service software
- Exceptional problem-solving and critical-thinking abilities
- Effective communication and negotiation skills
- Detail-oriented and organized
- Strong leadership and mentoring capabilities
- Ability to work under pressure and meet deadlines
- Strong knowledge of child development theories
- Early childhood education practices
- Curriculum planning
- Excellent communication skills
- Exceptional organizational and time management skills
- Creative and resourceful
- Ability to adapt lesson plans and activities
- Strong leadership skills
- Patience
- Empathy
- Strong knowledge of elementary education principles
- Ability to adapt teaching techniques
- Proficient in using educational technology and software
- Highly organized
- Customer Assistance
- HIPAA Compliance
- Customer Support
- Data Entry
- Inbound Call Management
- Health insurance plan knowledge
Languages
Spanish
Professional
Timeline
HEALTH ADVOCATE
United Healthcare Group
11.2023 - Current
HELP DESK ANALYST TIER 1
United Healthcare Group
11.2023 - Current
CUSTOMER SERVICE REPRESENTATIVE
MyAMC
PRESCHOOL LEAD TEACHER
Primrose Schools
TUTOR
California Teaching Fellows
INSTRUCTIONAL AIDE
Pleasant View Elementary
PROGRAM LEADER
Choices After School Program
ASSOCIATE OF ARTS - LIBERAL ARTS
Porterville College
HIGH SCHOOL DIPLOMA -
Tulare Union High School