Aldine Ingram III
Greensboro,NC
Summary
Driven professional with extensive experience in customer service and problem-solving, honed at companies like United Healthcare. Excelled in high-volume call environments, improving customer satisfaction through effective communication and empathy. Skilled in data entry and administrative support, with a proven track record of fostering team collaboration and enhancing professional growth. Achieved significant improvements in customer experience and operational efficiency.
Overview
5
5
years of professional experience
Work History
Customer Service Advocate
United Healthcare
09.2022 - Current
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided constructive feedback on team members'' performance, contributing to their professional growth and skill development.
- Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Trained new personnel regarding company operations, policies and services.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Managed multiple projects simultaneously, maintaining strict deadlines and high-quality deliverables.
Amazon Driver
Amazon
07.2022 - 09.2022
- Followed all relevant traffic laws and safety regulations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Achieved safe driving records by consistently following traffic rules and regulations.
- Delivered goods and products to customer on time and in excellent condition.
- Followed proper safety procedures and protocols while loading, unloading and operating vehicles.
- Upheld high standards of cleanliness within the vehicle''s interior/exterior appearance, providing a professional image for the company at all times.
- Communicated with customers to provide delivery updates and confirm delivery locations.
Customer Service Representative
Aetna, A CVS Health
07.2021 - 07.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Benefits Specialist
Alight Solutions
07.2019 - 06.2021
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
- Processed employee life event changes, ensuring timely updates to benefits and coverage for qualifying events such as marriage or the birth of a child.
- Improved employee satisfaction by efficiently processing and managing benefit enrollment requests.
- Provided exceptional customer service to employees, addressing concerns regarding their benefits packages.
- Educated employees on available benefit options, enabling informed decision-making during open enrollment periods.
Education
High School Diploma -
Quality Education Academy
Winston Salem NC06.2010
Skills
- Call center experience
- Data Entry
- Administrative Support
- Problem-solving abilities
- Computer Proficiency
- Microsoft Outlook
- Credit card processing
- Microsoft PowerPoint
- Customer Service
- Self-awareness
- Motivating Teams
- Feedback Delivery
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Collaborated with team of 10 in the development of Employee Experience.
- Named 2023 Service Hero For United Healthcare
- Collaborated with team of on the job trainers in the development of New Hires.
- Reviewed calls between newly hired agents and customers, offered insight and suggestions, enabling agents to be better prepared for various situations and client questions.
Timeline
Customer Service Advocate
United Healthcare
09.2022 - Current
Amazon Driver
Amazon
07.2022 - 09.2022
Customer Service Representative
Aetna, A CVS Health
07.2021 - 07.2022
Benefits Specialist
Alight Solutions
07.2019 - 06.2021
High School Diploma -
Quality Education Academy