Cheanette Hill
Fuquay-Varina,NC
Summary
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Progressive
Remote, NC
03.2025 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted customers in navigating services, ensuring a positive experience with each interaction.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Managed customer accounts, updating information accurately to maintain data integrity.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Processes cancellations, renewals, reinstatements, endorsements, payments, and state/federal filings on Progressive systems.
Healthcare Customer Service Rep
TTEC-UNITED HEALTHCARE
Remote, NC
10.2024 - 01.2025
- Assisted customers with inquiries, providing accurate information on healthcare plans and services.
- Resolved customer complaints efficiently, enhancing overall satisfaction and retention rates.
- Utilized CRM systems to document interactions and track customer feedback for continuous improvement.
- Educated clients on policy details, ensuring clear understanding of coverage options and benefits.
- Maintained up-to-date knowledge of product and service changes.
Loan Servicing Representative
Wells Fargo
Hybrid, NC
11.2022 - 07.2024
- Provided training and mentorship to team members, fostering a culture of knowledge sharing and development.
- Elected for special projects involving tracking notarized documents, record keeping, and rectifying accounts
- Perform a wide variety of routine tasks related to loan servicing, including reviewing and researching accounts details
- Demonstrate strong attention to detail and the ability to identify and mitigate potential risks factors
- Identify opportunity to improve the loan servicing process within established procedures
Associate Loan Servicing Representative
Wells Fargo
Remote, NC
06.2020 - 11.2022
- Utilize programs as CARS, iTOP, iREPO and DMDC to perform first-level reviews of qualifying loan accounts, ensuring all pertinent information is accurately captured and assessed to determine loan eligibility and status
- Process high risk military accounts to avoid REI
- Regularly used Excel to track accounts progress and record incoming calls
- Assisted with special projects within Title department
- Received calls from outside departments to place holds or close on accounts
Eligibility Analyst I
Broker Builder Solution
11.2019 - 06.2020
- Responsible for monitoring to ensure weekly EDI feeds are transmitted from systems of record to carrier. To include weekly manual file processes.
- Retrieve, review, and track error weekly error reports received from carriers, documenting all issues via internal tracking system until resolved
- Creates spreadsheets with enrollment data to be sent to carriers.
- Run reports to identify enrollment changes
- Process enrollment changes in carrier enrollment systems
Administrative Specialist
STATE OF NC DHHS-DRUG CONTROL UNIT
Raleigh, NC
09.2015 - 11.2019
- Managed scheduling and coordination of drug control unit meetings and events.
- Developed comprehensive reports on program compliance and regulatory updates.
- Implemented process improvements that optimized workflow within the administrative team.
- Handled mail, packages, emails, document transmissions and other types of data with both manual and automated tracking strategies.
- Creates spreadsheets with registrants data to be uploaded in system
- Resolved registration and renewal issues over the phone with over 50 customers daily, addressing inquiries and troubleshooting problems to facilitate smooth processing.
Mental Health Technician
STRATEGIC BEHAVIORAL HEALTH
Garner, NC
06.2015 - 09.2015
- Monitored patient behaviors and reported changes to healthcare team for timely intervention.
- Assisted in the development and implementation of individualized treatment plans for diverse patient needs.
- Facilitated group therapy sessions, promoting engagement and support among participants.
- Responded to crisis and provided de-escalation techniques, ensuring a safe environment for patients and staff while addressing immediate behavioral or emotional concerns.
Medical Assistant
Horizon Family Medicine
Four Oaks, NC
09.2013 - 11.2014
- Assisted in patient intake and data entry into electronic health records system.
- Conducted preliminary assessments and vital sign measurements for diverse patient population.
- Coordinated scheduling of appointments, ensuring efficient clinic operations and patient flow.
- Educated patients on treatment plans, medications, and follow-up care instructions.
- Conducted patient follow-up calls to monitor treatment progress and answer any questions.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
Specimen Accessioner
LabCorp
Raleigh-Durham, NC
06.2013 - 09.2013
- Maintained comprehensive records through data entry, filing, and documentation, ensuring accurate and up-to-date information for research and analysis.
- Prepared laboratory specimens for analysis and testing by accurately handling, labeling, and processing samples to ensure proper examination.
- Unpacked specimens from ports, sorted them by type, and directed them to appropriate staging areas, facilitating efficient workflow and organization within the laboratory.
- Meet department activity and production goals
- Coordinated with laboratory personnel to resolve discrepancies in specimen identification.
Education
Associate of Applied Science - Medical Assisting
Wake Technical Community College
Raleigh, NC12.2012
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Computer proficiency
- Call center experience
- Paperwork processing
- Building rapport
- Data collection
- Customer relationship management (CRM)
Timeline
Customer Service Representative
Progressive
03.2025 - Current
Healthcare Customer Service Rep
TTEC-UNITED HEALTHCARE
10.2024 - 01.2025
Loan Servicing Representative
Wells Fargo
11.2022 - 07.2024
Associate Loan Servicing Representative
Wells Fargo
06.2020 - 11.2022
Eligibility Analyst I
Broker Builder Solution
11.2019 - 06.2020
Administrative Specialist
STATE OF NC DHHS-DRUG CONTROL UNIT
09.2015 - 11.2019
Mental Health Technician
STRATEGIC BEHAVIORAL HEALTH
06.2015 - 09.2015
Medical Assistant
Horizon Family Medicine
09.2013 - 11.2014
Specimen Accessioner
LabCorp
06.2013 - 09.2013
Associate of Applied Science - Medical Assisting
Wake Technical Community College