Cheryl Lauer
Cleveland,OH
Summary
Dynamic Customer Service Team Lead at UnitedHealthcare with a proven track record in enhancing customer satisfaction and mentoring team members. Skilled in identifying process gaps and implementing solutions, I excel in utilizing technical applications to drive performance metrics and deliver exceptional service experiences.
Overview
26
26
years of professional experience
Work History
Customer Service Team Lead
UnitedHealthcare
08.2022 - Current
- Provides guidance to reference tools to assist advocates in properly addressing member's issues through multiple channels (ex. Teams chats, meetings, email)
- Maintains proficiency in all technical applications (Knowledge Central, Facets, Maestro, Clinical Applications ICUE and Community Care, RX.)
- Assist supervisor in coordinating team activities to ensure performance metrics are met
- Assists supervisor in supporting priorities for the team to ensure performance metrics are met, such as Quality, Schedule Adherence, After Call Work, Service Levels, Customer Satisfaction, and other performance metrics.
Customer Service Advocate
UnitedHealthcare
10.2021 - 08.2022
- Respond to and resolve, on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
- Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
- Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
Assistant Store Manager
Follett Higher Education Group
07.2020 - 10.2021
- Assist Store Manager in supervision and manage store operations
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Greet customers, answer phones, resolve escalated issues.
- Create and maintain a hassle free customer service culture, focused on solutions-based exceptional customer experience.
Course Material and Technology Product Buyer
Baldwin Wallace University
08.1999 - 06.2020
- Collect and validate information received for all courses
- Monitored industry trends to identify potential new vendors, expanding the company''s supplier network.
- Supervise receiving of all purchased orders, processing of paperwork and reconciliation of purchases and returns
- Managed inventory levels, reducing stockouts and excess inventory costs.
Education
High School Diploma -
Marlington High School
Alliance, OHSkills
- Customer satisfaction
- Ability to multi-task
- Professional telephone demeanor
- Customer relations
- Coaching and mentoring others
- Identify process gaps and make recommendations for improvement
Timeline
Customer Service Team Lead
UnitedHealthcare
08.2022 - Current
Customer Service Advocate
UnitedHealthcare
10.2021 - 08.2022
Assistant Store Manager
Follett Higher Education Group
07.2020 - 10.2021
Course Material and Technology Product Buyer
Baldwin Wallace University
08.1999 - 06.2020
High School Diploma -
Marlington High School
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