Capricia Wizzard-Murray
Knightdale,NC
Summary
Highly motivated self-sufficient professional with the ability to implement decisions to achieve bottom-line results and meet operational deadlines. Well developed interpersonal and customer service skills dealing with a diverse group of clients and associates. Computer proficiency in Microsoft Word, Excel, Access, PowerPoint and Outlook. Areas of particular strength include: Team Player Research & Analysis Issue Resolution.
Overview
16
16
years of professional experience
Work History
Senior Health Advocate
United HealthCare
Greensboro, NC
07.2017 - Current
- Responsible for providing expertise and customer service support to members as part of UnitedHealth care Advocate4Me model.
- Direct phone-based customer interaction to address complex member needs and provide recommendations on services that may help close gaps in care for member and/or member's family.
- Plans, prioritizes, organizes and completes work to meet established objectives.
- Own problem through to resolution on behalf of customer in real time or through comprehensive and timely follow-up with member.
- Perform closed, denied, and simple claim adjustments.
- Comply with all current policies, procedures and workflow.
- Resolve issues including benefits, eligibility and claims as needed.
Customer Service Representative
Trugreen Lawn Care, Inc
Morrisville, NC
02.2014 - 07.2017
- Resolved product or service problems by clarifying customer's complaint; determined cause of problem; selected and explained best solution to solve problem; expedited correction or adjustment; followed up to ensure resolution.
- Attracted potential customers by answering product and service questions; suggested information about other products and services.
- Maintained customer records by updating account information.
- Maintained financial accounts by processing customer adjustments.
- Reviewed account and service histories to identify trends and issues.
- Answered 50 + inbound calls per day and directed to designated individuals or departments.
Customer Service Supervisor
Burlington Coat Factory
Raleigh, NC
12.2012 - 02.2014
- Opened and closed store, which included counting cash drawers.
- Collaborated with customer service team members to give exceptional service throughout entire shopping and purchasing experience.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Organized effective shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Developed and mentors team members to provide hospitable, professional service while adhering to established service models.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delegated team tasks based upon each cashier's skill level and knowledge, which improved accuracy and productivity by 20%.
Loss Mitigation, Consumer Loan Underwriter
Wells Fargo Mortgage
Raleigh, NC
03.2010 - 09.2012
- Debt ratios, loan-to-value and other supporting documentation; using and automated scoring system or traditional underwriting to determine acceptability of moderate request.
- Provided information about different property liquidation options.
- Mitigated regulatory risks by evaluating Modification loans in accordance with Loss mitigation guidelines and regulations.
- Put together and sent out reinstatement and payoff quotes.
- Assessed loan applications and customer backgrounds to provide payment plans and quotes.
- Presented and processed client loan documents and ensured comprehension of essential language.
- Analyzed variables, including type and amount of coverage, loss control and credit reports.
- Reduced budgetary concerns by 15% through efficient project management and resolution of complex underwriting issues.
Education
Bachelor of Science - Finance
Norfolk State University
Norfolk, VA1998
Skills
- Administrative duties
- Benefits
- Resolve customer complaints
- Customer service
- Documentation
- Leadership
- Mediator
- Negotiation
- Supervisor
- Underwriting
- Behavioral Health
- Healthcare laws and regulations
- Claims Adjustments
- Insurance Knowledge
- Claims Knowledge
- Member Services
Timeline
Senior Health Advocate
United HealthCare
07.2017 - Current
Customer Service Representative
Trugreen Lawn Care, Inc
02.2014 - 07.2017
Customer Service Supervisor
Burlington Coat Factory
12.2012 - 02.2014
Loss Mitigation, Consumer Loan Underwriter
Wells Fargo Mortgage
03.2010 - 09.2012
Bachelor of Science - Finance
Norfolk State University