Results-driven customer service representative with over 25 years of experience in conflict resolution and active listening. Proven ability to enhance team performance through training and streamline processes for improved customer satisfaction.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
UnitedHealthcare
Philadelphia, PA
11.2010 - 03.2026
Resolved customer inquiries through phone and chat support, ensuring timely and accurate information delivery.
Assisted in training new representatives, fostering knowledge sharing and enhancing team performance.
Streamlined processes for handling claims, reducing resolution times and improving customer satisfaction ratings.
Developed training materials on system updates, facilitating smoother transitions during software changes.
Customer Service Representative
Apria Healthcare
Fort Washington, PA
10.2008 - 10.2009
Analyzed customer feedback to identify trends, contributing to service improvement initiatives and enhanced user experience.
Led a project team focused on optimizing call center workflows, resulting in increased efficiency across operations.
Mentored junior staff on best practices for customer engagement, promoting a culture of excellence and accountability.
Implemented quality assurance measures that elevated service standards and ensured compliance with company policies.
Customer Service Representative
Aetna
Blue Bell, PA
08.2000 - 09.2007
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Responded to customer requests for products, services, and company information.