Summary
Overview
Work History
Education
Skills
Timeline
Generic

Cherell Harmon

Customer Service Representative Team Lead
Houston,TX

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Health Insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

7
7
years of professional experience

Work History

Escalation Specialists

United Healthcare, UHG
Sugar Land, TX
08.2014 - 03.2021
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Coached employees through day-to-day work and complex problems.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Resolved account issues to build rapport and relationships with clients.
  • Researched and resolved routine and complex issues.
  • Processed claims, eligibility, benefits verification and authorization requests.
  • Tracked pending authorizations to resolve discrepancies and avoid revenue loss.
  • Followed up on denials, late payments, extensions and other special circumstances.
  • Acted as subject matter expert, answering internal and external questions and inquiries.

Education

High School Diploma -

Cypress Springs High School
Cypress, TX
05.2008

Skills

  • System Performance Assessment
  • Building Customer Trust and Loyalty
  • Training Material Development
  • Resolving Problems and Incidents
  • Active Listening
  • Training Junior Team Members
  • Client Rapport-Building
  • Critical Thinking
  • Calm and Professional Under Pressure
  • Customer Retention Strategies
  • Escalation Management

Timeline

Escalation Specialists

United Healthcare, UHG
08.2014 - 03.2021

High School Diploma -

Cypress Springs High School

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Cherell HarmonCustomer Service Representative Team Lead