Abimbola Mitchell
Summary
Dedicated and results-driven Customer Service Advocate with 2+ years' experience in the Medical & Health Insurance fields handling customer queries via phone & email correspondence, generating sales revenue, and troubleshooting issues to deliver excellent customer service. Skilled at documenting notes and decision, sending emergency communication, and collecting accurate client data into digital databases. Adept at dispatching technicians, handling filing & confidential paperwork involving client particulars, and accounts receivable & payable (AR/ AP). Proficient in collecting incident reports and escalating issues as needed to the proper leadership team.
Overview
11
11
years of professional experience
Work History
Customer Service Advocate
UnitedHealthcare
01.2023 - Current
- Provide excellent customer service to 12 customers per day by empathizing, addressing concerns directly, and resolving issues in timely manner, resulting in 98% average customer satisfaction rating
- Resolve, on the first call, inquires and issues about benefits, eligibility, billing and claims for 200 customers per month
- Lead and complete 4 projects per month that supports improvement team effectiveness, increase team morale, and decrease team burnouts
- Utilize excellent presentation skills to interface the team and leadership, resulting in 100% employee satisfaction rating
- Compile and integrate information needed to complete reports and documents such as claims, grievances, and/or general inquires for 12 customers per day
- This resulted in 100% compliance score and exceeding organizational expectation.
Health Insurance Agent
Life, World Financial Group
01.2020 - Current
- Aid 5 customers per day in choosing best plans by generating 3 quotes & proposals per client
- Use multiple systems to verify eligibility and provide comprehensive product knowledge, and guiding customers through selection process, resulting in 85% target rates exceeded
- Collaborate with 3 other agents to meet daily production goals while maintaining confidentiality. This resulted in 45% increase in customer satisfaction and retention
- Assist with the completion of 5 applications per day and other necessary paperwork to obtain underwriting approval. This resulted in 85% approval rate
- Educated clients about health insurance coverage options, benefits and costs.
Implementation Specialist
Yondr Inc
08.2022 - 09.2023
- Managed 24 implementation operations including budget, travel, shipping, payments, and partner experience resulting in 97% success rates
- Developed and provided training for up to 10 faculty and staff members resulting in 91% staff confidence rate
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
Rehabilitation Aide
Select Medical
10.2021 - 06.2022
- Pioneered and implement exercise prescription for 10 patients per day resulting in a 5-star rating
- Observed and reported any abnormal patient conditions, reactions, and responses to treatment in an effective, professional manner, resulting in 0% injuries or conditions worsening.
- Prepared patients for treatment by positioning, dressing or removing external supports.
Behavior Technician
Behavior Frontiers
04.2021 - 09.2021
- Provided personalized guidance to 3 clients per day by implementing behavioral techniques, coaching practices, and sharing pertinent nutritional advice, resulting in 95% clients reporting improved mental & physical well-being
- Documented interventions, assessments and progress reports on database to enable tracking history and maintain consistent records.
- Developed and implemented reinforcement systems to encourage positive behaviors.
Office Administrator
Jesus Embassy L.A
11.2019 - 06.2021
- Carried out clerical duties such as answering 10 phone calls and emails per day, preparing documents, managing 6 appointments, and scheduling. This resulted in a 100% organization response rate of 1 hour.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Interacted with customers by phone, email, or in-person to provide information.
Instructional Aide
ICEF Vista Academy
11.2017 - 04.2019
- Provided support in an educational setting such as assisting with instruction and related activities in a classroom
- Reinforced instruction to 30 students as directed by the teacher and performed a variety of clerical duties in support of classroom activities resulting in 100% student, parent, and teacher satisfaction
- Supported student learning objectives through personalized and small group assistance.
Program Worker
LA's Best
04.2017 - 11.2017
- Facilitated education, recreation, and/or enrichment activities for 31 students in kindergarten through 5th grade
- Served as mandated reporter, resulted in 2 students being removed from abusive care
- Created safe and positive environment that was conducive to learning and entertaining activities.
Picture Host
Picsolve
06.2015 - 09.2017
- Cast 50 guests per day as actors and take them through the movie experience
- Produced the short movie clip and make them available for purchase resulting in 80% sales target rates exceeded
- Leveraged POS system to manage sales transactions, process credit cards and print receipts.
Head Cashier
Home Depot
04.2014 - 09.2015
- Serviced 75 customer's complaints and needs per day while keeping track of sales
- Manage and store money in money machine, train and observe 10 cashiers. This resulted in 94% employee satisfaction and 91% customer satisfaction
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
Front End Supervisor
Ross Dress for Less
04.2013 - 07.2014
- Assist in floor moves, merchandising, ringing up sales at registers, display maintenance, and housekeeping, resulting in being awarded employee of the month 2 times
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Monitored cash drawers in 5 checkout stations to verify adequate cash supply.
Manager
Taco Bell
01.2013 - 04.2014
- Maintained quality service by enforcing quality and customer service standards
- Analyzed and resolve customer service problems and control costs by reviewing portion control and quantities of preparation.
- Managed and motivated employees to be productive and engaged in work.
Education
Bachelor of Science - Kinesiology
California State University
Long Beach, CASkills
- Customer Service, Maestro, MS Office Suite, Insurance Eligibility, Health Insurance Portability & Accountability Act (HIPAA) Compliance, Insurance Sales, Agent Support, Written & Verbal Communication, Business Administration, Interpersonal Skills, Data Entry & Analysis, Filing & Paperwork, Call Center Operations
Timeline
Customer Service Advocate
UnitedHealthcare
01.2023 - Current
Implementation Specialist
Yondr Inc
08.2022 - 09.2023
Rehabilitation Aide
Select Medical
10.2021 - 06.2022
Behavior Technician
Behavior Frontiers
04.2021 - 09.2021
Health Insurance Agent
Life, World Financial Group
01.2020 - Current
Office Administrator
Jesus Embassy L.A
11.2019 - 06.2021
Instructional Aide
ICEF Vista Academy
11.2017 - 04.2019
Program Worker
LA's Best
04.2017 - 11.2017
Picture Host
Picsolve
06.2015 - 09.2017
Head Cashier
Home Depot
04.2014 - 09.2015
Front End Supervisor
Ross Dress for Less
04.2013 - 07.2014
Manager
Taco Bell
01.2013 - 04.2014
Bachelor of Science - Kinesiology
California State University