Candace Nahale-Niihau
San Antonio,TX
Summary
Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities. A collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Detail-oriented team player with strong organizational skills and the ability to handle multiple projects simultaneously within a fast-paced setting with a high degree of accuracy.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative Lead
UnitedHealth Group
09.2023 - Current
- Interned with SRS in September 2023 and in December 2023 the position became permanent.
- Collaborated with cross-functional teams to identify areas for process improvement, resulting in reduced customer complaints, long-term relationships and repeat business.
- Served as an escalation point for complex or high-priority cases, utilizing advanced problem-solving skills to achieve favorable outcomes for both the company and customers via emails and phone calls.
- Providing ongoing support and coaching to improve performance metrics by identifying strengths and areas for growth to enhance individual development plans.
- Systems and software used: Stream, BRMS, Prime, CDB, CDX, RMS, Oracles, Basic, Nice, Simon, PCIS, CDX, Employer eServices, Word, Excel, Powerpoint, UhcEservices, Email team, ECS Communications Portal, ISET etc.
Email Intern Representative PRIME/UNET/WEST group-Eligibility and Billing
UnitedHealth Group
10.2022 - Current
- Responding to client inquires in a timely and professional manner
- Opened, sorted, and distributed incoming messages and correspondence with the utmost discretion and confidentiality
- Self-managing and using problem-solving abilities to execute first time resolution
- Ensured quality, efficiency, and fulfillment of the inquires presented
- Meeting our daily metrics and constantly adapting to any changes or challenges being presented to myself or my colleagues.
Senior Customer Service Representative PRIME/UNET/WEST Eligibility and Billing
UnitedHealth Group
03.2022 - 09.2023
- Responding and executing first call resolution and identifying the type of assistance the customer needs
- Systems and software used: ITI, IDRS, ETSBE, Stream, Peoplesoft, BRMS, Prime, CDB, CDX, RMS, Oracles, Basic, Nice, Simon, PCIS, Employer eServices, Word, Excel, Powerpoint, UhcEservices, Email team, NPS and MLR
- Maintain utmost discretion and confidentiality when dealing with sensitive topics
- After being assigned team captain I help support my supervisor with BEO updates, case management with projects and inventory and communication within CSO and our team
- Being a positive team leader and guiding colleagues to resolve various problems and give solutions.
Dental Assistant/Front Desk Lead
Kids World Pediatric Dentistry
03.2021 - 03.2022
- Assisting the Dentist in daily cleanings and treatments
- Taking and organizing x-rays and documenting with upmost discretion and confidentiality
- Checking in patients, responding to emails, verifying insurance, submitting pre-authorizations, and coordinating treatments.
Senior Customer Service Representative Lead
United Health Group
01.2024 - Current
- Collaborated with cross-functional teams to identify areas for process improvement, resulting in reduced customer complaints.
- Developed successful rapport with clients through effective communication, resulting in long-term relationships and repeat business.
- Served as an escalation point for complex or high-priority cases, utilizing advanced problem-solving skills to achieve favorable outcomes for both the company and customers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Providing ongoing support and coaching to improve performance metrics by identifying strengths and areas for growth to enhance individual development plans.
Education
High School Diploma -
Kealakehe High
01.2010
Skills
- Problem Solving
- Critical Thinking
- Adaptability
- Collaboration
- Strong Work Ethic
- Time & Self-Management
- Handling Pressure
- Customer Satisfaction
- Escalation management
- Chat Support
- Team coaching
- Product and service knowledge
Certification
- Dental Assisting
- Adult, infant, child CPR/ First Aid and AED trained.
References
- Evelyn Edmonson, Past Coworker at Kids World Pediatric Dentistry, (210) 870-7635
- Amanda Davis, Supervisor at UHG- Well Med, (210) 355-4522
- Pamela Waggoner, Supervisor at UHG, (715) 520-2672
Timeline
Senior Customer Service Representative Lead
United Health Group
01.2024 - Current
Senior Customer Service Representative Lead
UnitedHealth Group
09.2023 - Current
Email Intern Representative PRIME/UNET/WEST group-Eligibility and Billing
UnitedHealth Group
10.2022 - Current
Senior Customer Service Representative PRIME/UNET/WEST Eligibility and Billing
UnitedHealth Group
03.2022 - 09.2023
Dental Assistant/Front Desk Lead
Kids World Pediatric Dentistry
03.2021 - 03.2022
High School Diploma -
Kealakehe High
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