Carolyn Conejo
Troy,KS
Overview
2
2
years of professional experience
Work History
Customer Service Representative
UnitedHealth Group
07.2022 - 02.2023
- Assisted clients in Midwest States enrolled in UHC Advantage Plan.
- Provided comprehensive details on benefits, resources, and eligibility. Handled an average of 50 per shift with high levels of customer satisfaction scores. Delivery to Dual recipients was exceptional.
- UHC’s CVS programs, including website, local pharmacy, mail order, refill, prior authorization, special orders, and referrals to other departments were used to accomplish customer satisfaction ratings.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
CSR - Customer
Solutions RX
12.2021 - 06.2022
- Directed resolution of benefit utilization challenges for Advantage Health Care Program members while addressing program inquiries
- Facilitated sales return processes, resolved claims, and addressed product inquiries as Customer Support Representative for Home Depot's online platform.
Customer Service Representative
Broad Path Solutions
06.2021 - 11.2021
- As a customer representative at Broadpath Solutions assisted CENTENE HEALTHCARE program members with Medicare and Medicaid plans in 22 states.
- Utilized Microsoft Office, Evolve, Marx, Portico, as well as company systems processing claims, obtaining prior authorizations, managed three-tier authorizations, issued ID cards, and resolved plan-related concerns for customers.
- To ensure a successful process, I interfaced with members, providers, brokers, pharmacy staff, and caregivers.
CSR - Customer Service Representative WFH
Caremark RX
10.2020 - 05.2021
- Achieved high customer satisfaction through effective management of customer service for Medicare and Medicaid plans using CVS proprietary systems for prescriptions and referrals.
- Enhanced customer experience by employing CVS programs including website features, local pharmacy services, mail order refills, prior authorizations, special orders, and departmental referrals.
- Resolved escalated calls promptly, delivering satisfactory solutions for both customers and the company.
- Collaborated with team members to create and implement best practices that ensured consistent delivery of exceptional customer service.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
No Degree - Family Studies 36 Hours A-Credit
Graceland College
Independence, MO08.2021
86 Hours of Continuous Credit Education ..
Oklahoma University And Other Universities
Norman, OK06.2026
US ARMY Chaplain Basic - Religious Studies
United States Army Chaplain Center And School
Ft. Jackson So. Carolina08.2021
Skills
Demonstrate enthusiasm in team collaborations
Practice active listening to understand client needs
Empathetic
Able to manage social media accounts to enhance online presence
Utilize all Microsoft applications to streamline processes
Participate in training and development initiatives for team growth
Conduct continuous reviews of client development
Apply conflict management techniques to resolve complaints effectively
Execute timely follow-up
Take inbound and make outbound calls efficiently
Timeline
Customer Service Representative
UnitedHealth Group
07.2022 - 02.2023
CSR - Customer
Solutions RX
12.2021 - 06.2022
Customer Service Representative
Broad Path Solutions
06.2021 - 11.2021
CSR - Customer Service Representative WFH
Caremark RX
10.2020 - 05.2021
No Degree - Family Studies 36 Hours A-Credit
Graceland College
86 Hours of Continuous Credit Education ..
Oklahoma University And Other Universities
US ARMY Chaplain Basic - Religious Studies
United States Army Chaplain Center And School
Summary
Supported clients by responding to inquiries and resolving issues to enhance customer satisfaction.
Facilitated effective communication to address customer needs and maintain satisfaction levels.
Aimed to provide solutions that build trust and foster positive customer relationships.