Cathee Turner

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Excellent communication skills, both verbal and written.
• Demonstrated respect, friendliness, and willingness to help wherever needed.
• Organized and detail-oriented with a strong work ethic.
• Update primary care providers for members. Enroll in plans, change plans for members.
• Manage approximately 80 incoming calls per day.

• Coordinated team activities to enhance workflow efficiency and meet project deadlines.
• Provided training and support to new team members on operational procedures.
• Assisted in developing process improvements to streamline daily operations.
• Monitored team performance and provided feedback for continuous improvement.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Coached team members in techniques necessary to complete job tasks.
• Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Managed approximately 60 incoming calls per day.

Resolved customer inquiries through effective communication and problem-solving strategies.

• Facilitated conflict resolution by actively listening to customer concerns and providing appropriate solutions.
• Enhanced customer satisfaction by addressing and resolving concerns in a timely manner.
• Managed high call volume while maintaining professional demeanor and excellent service quality.
• Served as a mentor for new hires, sharing expertise on best practices for successful customer interactions.
• Handled escalated calls effectively, deescalating situations and providing satisfactory resolutions for customers.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Navigated multiple computer systems and applications to find information.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Educated customers about billing, payment processing and support policies and procedures.
• Met customer call guidelines for service levels, handle time and productivity.
• Collaborated with team members to streamline processes and enhance customer satisfaction levels.
• Trained new staff on company policies, service protocols, and customer engagement techniques.
• Assisted providers on claim status, adjudicating claims and sending claims for research
• Managed approximately 60 incoming calls per day.

• Worked well in a team setting, providing support and guidance.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Paid attention to detail while completing assignments.
• Used critical thinking to break down problems, evaluate solutions, and make decisions.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Worked effectively in fast-paced environments.
• Excellent communication skills, both verbal and written.
• Assisted members with all inquires
• Resolved complex situations quickly and effectively
• Handled angry members with positive and professional attitude, deescalated and resolved the situation.
• Managed approximately 80 incoming calls per day.