Amy Story
Norfolk,VA
Summary
Dynamic Customer Service Support Specialist with a proven track record at UnitedHealthcare, enhancing first-call resolution rates and customer satisfaction through expert problem resolution and active listening. Skilled in Microsoft Excel and complaint handling, I excel in streamlining support processes and mentoring team members for peak performance.
Overview
9
9
years of professional experience
Work History
Customer Service Support Specialist
UnitedHealthcare
07.2015 - Current
- Improved first-call resolution rates by actively listening to customer concerns about Benefits, Claims and Authorizations offering appropriate solutions.
- Assisted customers in navigating online resources effectively, increasing their self-sufficiency when dealing with future inquiries.
- Collaborated with team members to ensure consistent quality in customer interactions.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Managed multiple communication channels simultaneously, including phone, email, and live chat support systems.
- Assisted in the development of training materials to improve overall team performance in handling customer inquiries.
- Developed comprehensive knowledge of products and services to better assist customers.
- Mentored new team members, providing guidance on best practices for customer service excellence.
- Prevented potential conflicts by proactively identifying opportunities for improvement within the support department''s operations.
- Streamlined support processes for improved efficiency and reduced response times.
- Maintained up-to-date knowledge of company policies, procedures, and promotions to provide accurate information to customers.
- Participated in regular performance evaluations, embracing constructive feedback to improve skills and enhance personal growth.
- Supported cross-functional collaboration efforts between departments for seamless problem-solving involving multiple areas of expertise.
- Adapted quickly to changes in technology or procedural updates, ensuring a smooth transition and uninterrupted support for customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Researched and identified solutions to technical problems.
- Configured and tested new software and hardware.
- Tested new software and hardware prior to deployment.
Education
Business Administration And Management
Virginia Wesleyan College
Norfolk, VASkills
- Organization
- Customer Focus
- Complaint Handling
- Assertiveness
- Critical Thinking
- Active Listening
- Problem Resolution
- Microsoft Excel
- Call center experience
- Computer Proficiency
- Microsoft Outlook
- Complaint resolution
- De-Escalation Techniques
- Professional telephone demeanor
- Administrative Support
- Medical terminology knowledge
- Building rapport
- Microsoft PowerPoint
- Technical Support
- Live chat support
- Research
- Spreadsheets
- Multi-line phone talent
- Escalation management
- Office equipment proficiency
Accomplishments
- Collaborated with the First team of 20 in the development of a Six million dollar project led by our team only. Polaris and the USPS platform testing new programs.
- Telephone Service - Professionally processed 80+ calls per day, Commercial and Medicare Advantage providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Team Leader and Chat support for training classes as well as tenored agents.
Timeline
Customer Service Support Specialist
UnitedHealthcare
07.2015 - Current
Business Administration And Management
Virginia Wesleyan College