Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Celena Koza

Paducah,TX

Summary

Accomplished Sr Customer Service Rep at UnitedHealthcare, adept in complaint resolution and maintaining high-quality assurance standards. Excelled in staff training, showcasing a professional telephone demeanor and remaining calm under pressure. Proven track record of enhancing customer satisfaction and confidentiality, with a focus on achieving top-tier results in fast-paced environments. In addition, I am looking to advance my career into workforce management or to dig deeper into my skills with a clinical position.

Overview

6
6
years of professional experience

Work History

Sr Customer Service Rep

UnitedHealthcare
11.2021 - Current
  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
  • Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.

Department Clerk

Westmoreland County Courthouse
02.2019 - 11.2021
  • Contributed to a positive work environment by assisting colleagues with various tasks and projects as needed.
  • Handled sensitive information with discretion, maintaining confidentiality at all times as required by company policy or legal regulations.
  • Provided exceptional customer service to internal and external clients, ensuring satisfaction and timely resolution of issues.
  • Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
  • Routed business correspondence, documents, and messages to correct departments and staff members.

Emergency Room Registrar

Optum360
02.2018 - 09.2021
  • Organized, reviewed, and filed paperwork for secure recordkeeping.
  • Verified paperwork accuracy and checked for completion prior to processing.
  • Collaborated with medical staff, ensuring timely communication of critical patient information for expedient care delivery.
  • Exceeded department-specific productivity standards, collection targets, quality audit scores for accuracy productivity and collection standards for registrations and insurance verifications.
  • Maintained strict patient confidentiality by adhering to HIPAA regulations and protocols.

Education

Esthetics License - Aesthetics

Douglas Education Center
Monessen, PA
09.2016

High School Diploma -

Yough High School
Herminie, PA
05.2011

Skills

  • Customer Support
  • Complaint resolution
  • Quality Assurance
  • Payment Processing
  • Staff Training
  • Call center experience

Accomplishments

  • I have assisted in over 8 OJT classes and was offered an interim SST position.
  • Who’s who Award- Most Outstanding Graduates
  • Perfect Attendance Award

Timeline

Sr Customer Service Rep

UnitedHealthcare
11.2021 - Current

Department Clerk

Westmoreland County Courthouse
02.2019 - 11.2021

Emergency Room Registrar

Optum360
02.2018 - 09.2021

Esthetics License - Aesthetics

Douglas Education Center

High School Diploma -

Yough High School

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Celena Koza