Summary
Overview
Work History
Education
Skills
Timeline
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Charlotte Keeling

Eminence,MO

Summary

Experienced and dedicated professional with a focus on prioritizing customer needs and concerns. Advanced-level customer service experience. Skilled at establishing rapport by listening to customers and understanding their specific needs. Expert in providing prompt and streamlined service with consistent one-call resolution.

Overview

15
15
years of professional experience

Work History

SR Customer Service Rep

United Healthcare
01.2024 - Current
  • Use of multiple programs; salesforce, ISET, Outlook, Teams, and many more
  • Assist customers with their healthcare concerns, claims, and benefits
  • Outreach to providers as needed for assistance
  • Provided technical support to customers via phone, email, and chat.
  • Resolved escalated customer complaints in a timely manner.
  • Ensured compliance with applicable laws and regulations related to customer service.
  • Responded promptly to inquiries from customers about products or services.
  • Handled difficult situations with tact, diplomacy, and professionalism.
  • Managed incoming calls from customers while providing exceptional service.
  • Assisted customers by answering questions, addressing concerns and providing current account information.
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Program Coordinator III

Consumer Direct Care Network
Remote
12.2014 - 05.2023
  • Facilitated seamless operations by undertaking periodic visits to both Florida (quarterly) and Virginia (yearly) in accordance with project requirements
  • Managed caseloads of several hundred clients and caregivers, ensuring efficient and effective coordination
  • Assisted clients and caregivers in navigating complex paperwork requirements
  • Maintained regular and proactive communication with clients and caregivers through phone and email, fostering strong relationships
  • Supported caregivers in rectifying timesheet errors and facilitated clients in approving to streamline payroll processes
  • Processed timesheets and administer payroll operations with precision and attention to detail
  • Addressed basic withholdings and tax inquiries to ensure compliance and provide accurate information
  • Engaged with Department of Social Services to handle fraud cases, complaints, and other related matters, fostering effective resolutions
  • Conducted monthly audits on colleagues and collaboratively presented findings to the Supervisor
  • Implemented strategic measures to mitigate impact of the company's loss of MO contracts, seamlessly transitioning to pivotal role within Florida office for extensive duration
  • Served as key member of Virginia office since 2019 while establishing solid foundation for operational excellence and efficient project execution
  • Cultivated continuous and productive communication channels with insurance companies, Medicaid, and Medicare, resolving authorization issues, service disruptions, and detecting potential fraud
  • Liaised with state police to oversee background screenings for caregivers and ensure adherence to safety standards
  • Increased professional skills of new employees through training while serving as a team lead
  • Played a vital role in curriculum development process for training programs as well as ongoing enhancement of Standard Operating Procedures (SOPs)
  • Provided exceptional customer service to ensure maximum client satisfaction and retention
  • Technically proficient in Word, Excel, Powerpoint, sharepoint, docuware, CRM, and spreadsheets

Autism Specialist

Easter Seals
Cape Girardeau, MO
09.2013 - 11.2014
  • Conducted comprehensive assessments of diverse clientele across various age groups to strategically devise tailored action plans
  • Collaborated on a weekly basis with each individual, ensuring targeted progress and fostering growth
  • Facilitated onsite sessions within educational institutions to actively engage and support clients, attending IEP meetings and effectively advocating for both clients and aspirations
  • Conducted in-depth evaluations at adult clients' workplaces while ensuring optimal compatibility with skills and aspirations for enhanced career satisfaction and success
  • Developed individualized education plans for students with autism spectrum disorder, based on their strengths and weaknesses.
  • Collaborated with the multidisciplinary team to create strategies and interventions tailored to each student's needs.
  • Conducted assessments of students' abilities, including cognitive, social and emotional, adaptive functioning, language development, and academic skills.
  • Facilitated parent training sessions to teach parents how to best support their children at home.
  • Supported school personnel in developing positive behavior intervention plans and implementing them effectively.
  • Created an inclusive environment by collaborating with educators from all disciplines within the school system.

Probation Officer/Office Coordinator

Missouri Private Probation Services
, Missouri
01.2010 - 09.2013
  • Conducted comprehensive drug screenings to ensure compliance with program requirements
  • Generated detailed and insightful weekly and monthly reports, providing valuable information for program evaluation
  • Directed thorough case assessments for each client, identifying individual needs and making appropriate referrals to specialized resources
  • Designed and implemented court-approved curricula for Anger Management and Financial Management classes, delivering comprehensive instruction to diverse groups of participants
  • Managed and oversaw diverse caseload of approximately 200 misdemeanor probationers and drug court clients
  • Demonstrated exceptional organizational skills by handling all bookkeeping, billing, and deposit responsibilities
  • Achieved favorable outcomes by matching clients with most suitable programs and services with keen focus on optimizing chances of success
  • Instructed and facilitated engaging classes, effectively imparting crucial skills and knowledge to participants in line with program objectives
  • Cultivated and nurtured robust professional partnerships with courts and treatment providers, increasing productive collaborations and ensuring seamless program operations
  • Provided guidance and support to probationers on issues related to substance abuse, mental health, education, and job training.

Education

Conflict Resolution Studies

Missouri State University
Springfield
12-2007

Administrative Studies -

Missouri State University
Springfield

Bachelor of Science -

Drury University
Springfield

Skills

  • Program Development
  • Project Management & Coordination
  • Standard Operating Procedures
  • Complex Administrative Support
  • Market Research & Analysis
  • Stakeholder Engagement
  • Risk Assessment & Mitigation
  • Client Relationship Management
  • Regulatory & Compliance Control
  • Office & Finance Management
  • Complex Problem Resolution
  • Strategic Planning & Execution
  • Call Control
  • Account Management
  • Representative training
  • Database Research
  • Escalation management
  • Documentation Review
  • Conflict Management
  • Call auditing
  • Policy improvement
  • CRM Software
  • Process Optimization
  • Quality Assurance
  • De-Escalation Techniques
  • Cross-Functional Collaboration
  • Customer Support
  • Complaint resolution
  • Team monitoring
  • Call center experience
  • Staff Training
  • Live chat support
  • Email management

Timeline

SR Customer Service Rep

United Healthcare
01.2024 - Current

Program Coordinator III

Consumer Direct Care Network
12.2014 - 05.2023

Autism Specialist

Easter Seals
09.2013 - 11.2014

Probation Officer/Office Coordinator

Missouri Private Probation Services
01.2010 - 09.2013

Conflict Resolution Studies

Missouri State University

Administrative Studies -

Missouri State University

Bachelor of Science -

Drury University

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Charlotte Keeling