Amber Garland
Homestead,FL
Summary
People-oriented Team Leader successful in monitoring performance, delegating work and motivating team members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying company/team needs to develop and deliver creative solutions.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Point of Contact
United Healthcare, UHG
Minnetonka, MN
11.2023 - Current
- Supported team with and issue or concerns that may arise while both Supervisor and Team lead are not in office.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Ensured team compliance with company policies and procedures.
- Provided technical guidance to the team on complex tasks.
- Created reports summarizing the performance of the team against established goals and objectives.
- Maintained up-to-date knowledge of industry trends and best practices.
- Encouraged open dialogue among staff members in order to foster an environment of trust and respect.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Reviewed completed work to verify consistency, quality and conformance.
- Helped mitigate and resolve data issues by analyzing situation and implementing appropriate solutions.
- Maintained positive working relationship with fellow staff and management.
Advocate 4 Me Rep Sr.
United Healthcare, UHG
Minnetonka, MN
04.2023 - Current
- Provided support to clients in accessing community resources such as housing, health care, other social services.
- Conducted in-depth intakes with new clients to assess their current needs and develop a plan of action.
- Maintained detailed records of all client interactions including progress notes and case management activities.
- Reached out to doctors and healthcare providers to inquire about orders.
- Engaged patients, healthcare providers, employers and approved parties in determination of functional abilities.
- Collaborated with clinical and administrative staff to meet patient needs.
- Resolved customer complaints via phone
- Followed up on customer inquiries not immediately resolved.
- Adhered to all company guidelines when interacting with customers.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered inbound calls as well as made outbound calls
- Consulted with customers to resolve service and billing issues.
- Upheld privacy and security requirements for customer information.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Exceeded company productivity standards on consistent basis.
- Completed continuing education and training programs for professional development.
- Encouraged customers to become self-sufficient with web-based and mobile support tools.
Interim Team Lead
United Healthcare, UHG
Minnetonka, MN
02.2023 - 04.2023
- Ensured team compliance with company policies and procedures.
- Provided support to team of new hires, answering questions and helping to guide them to proper company procedures and issue resolution.
- Conducted call audits
- Provided Supervisor with daily reports of audits
- Call shadowed new hires to identified strengths an opportunities
- Conducted coaching to help develop the new advocates in their role.
M&R Services/Customer Service Advocate
United Healthcare, UHG
Minnetonka, MN
05.2022 - 04.2023
- Greeted and assisted customers with inquiries regarding products and services.
- Provided accurate, valid, and complete information to customers in a timely manner.
- Resolved customer complaints via phone
- Maintained records of customer interactions and transactions.
- Developed relationships with customers through friendly conversations.
- Adhered to all company guidelines when interacting with customers.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Followed up on customer inquiries not immediately resolved.
- Worked closely with other departments to ensure quality customer service delivery.
- Managed incoming calls from customers in a professional manner.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Consulted with customers regarding needs and addressed concerns.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to resolve service and billing issues.
- Upheld privacy and security requirements for customer information.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Completed continuing education and training programs for professional development.
Live Chat Agent
United Healthcare, UHG
Minnetonka, MN
01.2023 - 02.2023
- Maintained accurate records of all customer interactions, process customer accounts and file documents.
- Utilized computer systems for tracking, information gathering and and or troubleshooting.
- Answered customer inquiries via live chat in a timely and professional manner.
- Identified customer needs and recommended appropriate solutions.
- Adhered to company policies and procedures when responding to customer inquiries.
- Monitored the online chat queue for incoming messages from customers.
- Managed multiple conversations simultaneously while providing superior service.
- Assisted customers in navigating website content or completing transactions online.
- Ensured compliance with industry regulations and standards during each conversation.
- Maintained understanding of company computer software, products and services.
- Corresponded with customers daily, effectively building outstanding skills in writing.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
USPS Mail Carrier
United States Postal Service, USPS
Troy, OH
12.2016 - 04.2022
- Delivered packages, letters, and other items to residential and commercial customers.
- Notified supervisor of any hazardous road conditions or safety concerns on the route.
- Followed all safety protocols when operating a vehicle on the job site.
- Utilized GPS navigation system for accurate delivery routes.
- Provided signature confirmation upon receipt of package deliveries.
- Ensured proper handling of valuable documents or fragile items.
- Furnished customers with postal information and provided change of address information and other related postal forms.
- Obtained receipts for registered and certain insured mail.
- Delivered various types of mail on routes according to strict timelines.
- Obtained signed receipts for registered, certified and insured mail, collecting associated charges and completing necessary paperwork.
- Recorded address changes to redirect mail for residences or businesses.
Cosmetologist
Michael's Hair Salon
Centerville, OH
06.2007 - 12.2016
- Performed haircuts, coloring, highlighting and styling techniques.
- Ensured proper sanitation practices were followed at all times.
- Managed appointments through scheduling software program.
- Attended continuing education classes to stay up-to-date with trends in the industry.
- Assisted customers in selecting appropriate retail products for their needs.
- Assisted senior stylists with complex color formulations.
- Maintained accurate records of customer services provided.
- Developed a loyal client base through excellent customer service.
- Collaborated with other professionals in the beauty industry.
- Trained new staff members on salon policies and procedures.
- Engaged positively with clients to deliver memorable customer experiences that resulted in repeat business.
- Stayed up-to-date on current and emerging trends to increase professional value and meet diverse client needs.
- Responded to customer inquiries by phone, email and in person.
Education
License - Cosmetology
Miami Valley Career Technology Center
Clayton, OH05-2006
High School Diploma -
Dixie High School
New Lebanon, OH05-2006
Skills
- Staff Supervision
- Customer Engagement
- Excellent Communication
- Microsoft applications such as Word, Excel, Power Point, One Drive, Teams, Outlook
- Knowledgeable in Systems such as ICUE, GPS, Facets, MARX, Guiding Care, PSP, Qifniti, Hawkeye Scheduler
- Team Leadership
- Work Task Prioritization and time managment
- Analytical Skills
- Adaptability and Flexibility
- Issue Resolution
Accomplishments
- Appointed Point of Contact for Team Morales
- Appointed interim team lead during my time in M&R
Certification
- SDOH Champion
- M&R 1,2,&3 Certified
- NPS Champion
- Culture Ambassador
References
References available upon request.
Timeline
Point of Contact
United Healthcare, UHG
11.2023 - Current
Advocate 4 Me Rep Sr.
United Healthcare, UHG
04.2023 - Current
Interim Team Lead
United Healthcare, UHG
02.2023 - 04.2023
Live Chat Agent
United Healthcare, UHG
01.2023 - 02.2023
M&R Services/Customer Service Advocate
United Healthcare, UHG
05.2022 - 04.2023
USPS Mail Carrier
United States Postal Service, USPS
12.2016 - 04.2022
Cosmetologist
Michael's Hair Salon
06.2007 - 12.2016
License - Cosmetology
Miami Valley Career Technology Center
High School Diploma -
Dixie High School