Summary
Overview
Work History
Education
Skills
Timeline
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Cherie Coleman

Phoenix,Az

Summary

24 Years of customer service on the phones resolving provider issues. Proficiency in Microsoft Word, Outlook, Excel Organizational, administrative and data entry skills. Strong work ethic Ability to multi task & problem solve. Military (DOD) security clearance. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

22
22
years of professional experience

Work History

Problem Resolution Specialist

Amazon
06.2021 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to associates, paying attention to special needs or wants.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Team Leader Manager

Walmart
01.2020 - 05.2021
  • Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
  • Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
  • Led employee relations through effective communication, coaching, training, and development.
  • Identified and corrected deficient performance and behaviors to achieve maximum productivity.
  • Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
  • Aligned team goals and objectives with organizational strategy, aiding business growth.
  • Facilitated meetings to communicate team performance goals and results.

Appeals and Grievances Coordinator

Optum 360
03.2014 - 06.2020
  • Provided outreach for additional information for appeals and grievances.
  • Remain knowledgeable regarding company policies and procedures and current developments within operational departments.
  • Processed and finalized appeals and grievances within agreed-upon turnaround time.
  • Submitted verbal and written notification to members and providers.
  • Completed in-depth investigations into issues pertaining to discipline and grievance management and recommended strategies.
  • Skilled at working independently and collaboratively in a team environment.
  • Worked effectively in fast-paced environments.

Provider Service Representative

UnitedHealth Group
02.2006 - 03.2014
  • Investigate claims
  • Check fee schedules
  • Prescription overrides
  • Project management
  • Training
  • Use of programs IDT, Diamond, AS400, and Citrix ECT, CCM, PCH, CAREONE, ILIAD, RIMS
  • Coaching and Monitoring
  • Knowledge of Tricare Criteria
  • Experienced in appeals and grievances
  • Responded proactively and positively to rapid change.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Exhibited high energy and professionalism when dealing with clients and staff.

CUSTOMER SERVICE REPRESENTATIVE

Verizon Wireless
12.2001 - 10.2005
  • Answer inbound calls
  • Review and correct billing problems
  • Team involvement
  • Troubleshoot cellular telephones

Education

Biology

CHANDLER / GILBERT COMMUNITY COLLEGE
Chandler, Arizona

General Studies

QUEEN CREEK HIGH SCHOOL
Queen Creek, Arizona

Human Resources

Louisiana State University
Baton Rouge, LA
12.2026

Skills

  • Documentation
  • Problem-Solving Ability
  • Refund Processing
  • Shipping and Receiving Understanding
  • Microsoft Word
  • Spreadsheets
  • Document Control
  • Delivery Scheduling
  • Conflict Mediation
  • Customer Relationship Management
  • Investigative Auditing
  • Senior Leadership Support

Timeline

Problem Resolution Specialist

Amazon
06.2021 - Current

Team Leader Manager

Walmart
01.2020 - 05.2021

Appeals and Grievances Coordinator

Optum 360
03.2014 - 06.2020

Provider Service Representative

UnitedHealth Group
02.2006 - 03.2014

CUSTOMER SERVICE REPRESENTATIVE

Verizon Wireless
12.2001 - 10.2005

Biology

CHANDLER / GILBERT COMMUNITY COLLEGE

General Studies

QUEEN CREEK HIGH SCHOOL

Human Resources

Louisiana State University

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Cherie Coleman