Charly Rattler

Dedicated administrative professional with 7 years of experience in customer service roles, providing high-level support and ensuring customer satisfaction. Skilled in communication, confidentiality, and team collaboration, with a strong ability to manage sensitive information and optimize processes. Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Adept at training and mentoring team members, enhancing overall performance and efficiency.

• Professional Experience, Customer care agent, United Health group, Responded to and resolved customer service inquiries and issues on the first call by identifying the topic and type of assistance required, including benefits, eligibility and claims, financial spending accounts, and correspondence., Guided and educated customers on the fundamentals and benefits of consumer-driven health care, helping them select the best benefit plan options, maximize health plan benefits, and choose quality care providers., Initiated proactive outreach to members, welcoming new members to health plans, addressing gaps in care, reviewing coverage, and referring and enrolling them in internal specialist programs based on their needs and eligibility., Acted as a liaison between customers and care providers, assisting with appointment scheduling and connecting customers with internal specialists for further assistance., Assisted customers in navigating myuhc.com and other UnitedHealth Group websites, encouraging self-sufficiency and providing guidance to optimize their online experience., Maintain confidentiality and discretion in handling sensitive information.
• Professional Experience, Care agent-comcast xfinity, The CMI Group, Maintained and entered information into databases, navigating multiple systems to investigate customer accounts, provide bill explanations, arrange payment options, and check cable serviceability., Provide exceptional customer service to customers., Manage telephone switchboard, (answer, screen, and forward calls appropriately), Accessed cable/internet accounts for customers and made outbound calls and texts to collect past due or charged-off balances., Addressed customer billing inquiries and handled complaints, deescalating issues, and ensuring resolution., Performed data entry and other office/administrative duties, including training new employees.
• Professional Experience, ADMINISTRATIVE ASSISTANT, Distance Learning (SWTJC), Monitored distance learning college classes for extended campuses, ensuring students could hear and see lectures from remote professors., Handled technology-related tasks, such as setting up and maintaining audio-visual equipment., Managed paperwork, including sending and receiving documents to and from professors., Filed homework assignments and scanned/printed papers for grading. Aided on-campus professors with projecting lectures for external campuses., Fax release of information requests on professor or student behalf to assist that they are communicating thoroughly on differ campuses and professor grading., Maintain paper and electronic filing systems to ensure each one is updated properly, and no documents are missing., Answers questions regarding specialty tutor programs on campus to students, Managed attendance chart of professors to coordinate the time management for tutoring students.

• Resolve customer inquiries on first call, ensuring satisfaction and accurate issue resolution.
• Educate customers on health care options, optimizing benefit plan selection and quality care.
• Proactively welcome new members, address care gaps, and refer to specialist programs.
• Guide customers on UnitedHealth websites, promoting self-sufficiency and optimal online use.
• Analyzed customer needs to recommend optimal health plan options, maximizing benefits utilization and improving overall healthcare experience
• Meticulously handled sensitive information, upholding strict confidentiality standards and maintaining trust in customer interactions