Chana C Morris Bennett
Garland,Texas
Summary
To secure a challenging role in a professional environment, utilizing my educational background, strong work ethic, and willingness to take on new responsibilities to contribute to the success of the company and its members.
Highly motivated individual who loves to learn and is a resource to others on the team. With 20 years in the customer service field, I am equipping with problem solving both internal and external customers, able to analyze and come up with resolution in extreme situation to de-escalate accordingly.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Service Rep Lead
Optum Financial Services
07.2024 - Current
- Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers
- Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payment)
- Assist customers in navigating UnitedHealth Group websites and encourage and reassure them to become self-sufficient
- Meet the performance goals established for the position in the areas of efficiency, call quality, provider satisfaction, first call resolution and attendance
- Handle escalated calls, resolving more complex customer issues in ONE and done manner
MAOM A4ME Medicare Customer Service Advocate
United Healthcare
10.2022 - 07.2024
- Assist and problem solves members inquiries related to their insurance plan and medical needs (Billing, Prior Authorization, Benefits, Providers, Pharmacy Eligibility, DMR, CAG/claims, COB. etc.)
- Experience with Medicaid, Medicare advantage, PDP, and DSNP.
- Handles escalated calls and provides resolution.
- Cross functional collaboration with providers such as WellMed (VBC Group) and other internal departments (hearing, vision, and dental).
- Collecting Premium balance (LEP/Riders) and assisting members that have outstanding balances get on repayment plans.
- Reviews claims (Medical, Physician/Hospital, hearing, Vision, Dental, Prescription) for discrepancies and makes appropriate resolutions steps between the provider and UHC.
- Expert platforms such as MARx, Rally, Maestro. PSP, Genesis, ICUE, COSMOS/NICE, Knowledge Central, etc.
- Involved in extracurricular activities such as teams Newsletter, Action for happiness, Activity Team.
- Offer in chat assistance for teammates.
Operations Manager
West Corporation
10.2003 - 10.2016
- Streamlined daily operations to enhance productivity and efficiency across departments.
- Implemented process improvements, reducing operational bottlenecks and increasing workflow effectiveness.
- Coordinated cross-functional teams to ensure alignment on project objectives and timelines.
- Managed inventory levels, optimizing stock management and reducing costs through strategic sourcing.
- Developed training materials for new hires, enhancing onboarding experience and operational knowledge retention.
- Analyzed performance metrics to identify trends, driving data-informed decision-making at departmental level.
- Led initiatives to improve employee engagement, fostering a collaborative work environment among staff.
- Oversaw compliance with safety protocols, ensuring adherence to regulations and organizational standards.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Facilitated smooth collaboration between departments through clear communication channels.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Developed and implemented strategies to maximize customer satisfaction.
Education
Associate degree - Information Technology
Alison Online Learning Center
Kingston, Jamaica07.2000
Skills
- Analytical reasoning
- Strong written and verbal communication
- Collaborative team member
- Effective conflict resolution
- Programming proficiency
- Software development
- Network protection
- Dedicated work ethic
- Effective internal and external communication
- Professional demeanor
- Multitasking in fast-paced environments
- Adaptable to change
- Medicaid knowledge
- Medicare advantage
- Cross-functional collaboration
- Escalated issue handling
- Payment processing
- Provider relations
- Website navigation support
- First call resolution
- Performance metrics achievement
- Problem-solving techniques
- Self-service encouragement
- Technical platform familiarity
- Quality assurance standards
- Call center experience
- Reporting and analysis
- Escalation management
- Stress tolerance
- Complaint handling
- Customer satisfaction measurement
- Attendance management
Accomplishments
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Resolved product issue through consumer testing.
- Supervised team of [Number] staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved [Result] through effectively helping with [Task].
Certification
- Business Communication
- Teaching Skills
- Computer Networking
- Child Psychology
Languages
English
Native or Bilingual
Timeline
Customer Service Rep Lead
Optum Financial Services
07.2024 - Current
MAOM A4ME Medicare Customer Service Advocate
United Healthcare
10.2022 - 07.2024
Operations Manager
West Corporation
10.2003 - 10.2016
Associate degree - Information Technology
Alison Online Learning Center