Alisha Galliher
Jonesville,VA
Summary
Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
Overview
6
6
years of professional experience
Work History
Provider Services Supervisor
United HealthGroup
02.2023 - Current
- Improved staff performance through continuous monitoring and training updates
- Guided employees on how to handle difficult questions or problems
- Mentored subordinate employees to improve productivity and close knowledge gaps
- Resolved escalated customer complaints and answered questions regarding policies and procedures
- Enforced team adherence to quality standards, deadlines and proper procedures
- Preserved customer loyalty by quickly and completely resolving complaints
- Empowered employees to independently resolve problems and disputes.
Provider Services Representative
United HealthGroup
05.2018 - 02.2023
- Documented all call information according to standard operating policies and procedures
- Used various tools and resources to identify trend behaviors to improve individual and team performance
- Navigated multiple computer systems and utilized search tools to find information
- Research FCR metrics deductions for all coaches in department and coach advocates as needed
- Research Service Recovery for whole team, followed up with providers, and coached advocates as needed
- Proactively contacted external resources as needed for customer resolution
- Identify and communicate solutions to providers and or supervisor
- Escalate issues as needed
- Demonstrated knowledge of relevant internal processes impacting caller issues
- Identify inaccurate/inconsistent information found in systems, tools, etc
- And communicate to appropriate source.
Education
Some College (No Degree) - Business Management
Mountain Empire Community College
Big Stone Gap VASkills
- Performance Management
- Staff Management
- Schedule Management
- Coaching and Mentoring
- Leadership and Change Management
- Microsoft Office
- Handling Complaints
- Customer Service
- Performance Improvement
- Phone and Email Etiquette
SYSTEMS USED
CSP FACETS
ICUE
MICROSOFT OFFICE PRODUCTS
NDB
CDB
UHCPROVIDER.COM
KNOWLDEGE CENTRAL/SOPS
KNOWLEDGE LIBRARY
MACESS
(JUST TO NAME A FEW)
Timeline
Provider Services Supervisor
United HealthGroup
02.2023 - Current
Provider Services Representative
United HealthGroup
05.2018 - 02.2023
Some College (No Degree) - Business Management
Mountain Empire Community College