Open To Work
CHRISTINA GOODMAN
Balch Springs,TX
Work Preference
Summary
Dynamic Senior Customer Support professional with over 20 years of experience resolving complex customer issues in the healthcare, financial services, and banking sectors. Expertise in troubleshooting account and system-related concerns, investigating escalated issues, and identifying recurring patterns to deliver exceptional customer support through various communication channels, including phone, CRM, and case management platforms. Recognized for strong problem-solving skills, meticulous documentation, and a commitment to customer advocacy while fostering cross-functional collaboration. Proven track record of enhancing customer satisfaction and driving business growth through reliability, adaptability, and a focus on data-driven decision-making in fast-paced environments.
Customer experience professional with strong focus on team collaboration and achieving results. Skilled in customer relationship management, conflict resolution, and data-driven decision-making. Known for reliability and adaptability in dynamic environments. Proven ability to enhance customer satisfaction and drive business growth.
Overview
27
27
years of professional experience
Work History
Customer Experience Lead
OPTUM (UnitedHealth Group)
03.2025 - Current
- Resolve complex escalated customer and employer issues requiring detailed investigation, multi-system research, and cross-functional collaboration.
- Research and troubleshoot account access, funding, transaction, and documentation concerns.
- Investigate failed transactions, merchant disputes, account restrictions, and service-related issues.
- Utilize Salesforce, ServiceNow, NICE CX One, WEX, and internal systems to research and resolve customer issues.
- Identify recurring customer concerns and provide operational feedback to support process improvements.
- Consistently deliver high-quality customer support of 90% FCR while managing complex workloads and escalated cases.
- Developed and implemented customer feedback initiatives to enhance service delivery and satisfaction.
- Contributed to cross-functional teams in optimizing customer quarterly journey mapping processes for improved user experience.
Senior Customer Service Representative
OPTUM (UnitedHealth Group)
02.2024 - 03.2025
- Supported customers through phone-based interactions involving account access, payment issues, and service concerns.
- Investigated payment failures, vendor issues, and transaction-related inquiries.
- Troubleshot customer concerns across multiple systems while providing clear and professional communication increasing NPS to above 90%.
- Coordinated with internal teams to resolve escalated issues and improve customer satisfaction.
- Contributed to customer service initiatives to enhance client satisfaction and retention.
- Mentored junior representatives, fostering professional development and improving team performance.
Customer Care Advocate Lead (Post Call Production)
UNITEDHEALTHCARE (UnitedHealth Group)
02.2022 - 02.2024
- Investigated escalated customer cases requiring extensive research and follow-up.
- Reviewed documentation and case records to identify root causes and support resolution efforts.
- Utilized Excel and reporting tools to track case activity and outcomes.
- Identified recurring customer issues and communicated findings to leadership.
- Served as a resource for complex case investigation and resolution support.
- Collaborated with cross-functional teams to streamline processes, enhancing overall service delivery by reviewing open cases to ensure resolution in a timely fashion increasing customer satisfaction by 10%.
Senior Customer Service Representative
UNITEDHEALTHCARE (UnitedHealth Group)
02.2021 - 02.2022
- Resolved customer inquiries involving benefits, enrollment, account access, and claims-related concerns.
- Navigated multiple systems simultaneously to research and resolve customer issues.
- Delivered empathetic customer support while maintaining compliance and accuracy standards.
- Streamlined complaint resolution processes, reducing response times and increasing efficiency.
- Analyzed customer feedback to identify trends, informing strategic improvements in service delivery.
Senior Billing Specialist
FLAGSHIP CREDIT ACCEPTANCE
10.2019 - 12.2020
- Assisted customers with payment arrangements, account resolution, and financial hardship situations.
- Investigated account concerns and negotiated solutions while maintaining regulatory compliance.
- Managed 50 high-volume inbound and outbound daily customer communications.
- Maintained detailed account documentation and follow-up activities.
Bank Operations Professional (Multiple Roles)
FIRST HORIZON NATIONAL BANK
06.1999 - 05.2019
- Supported high-volume banking operations and customer-impacting operational activities.
- Utilized CPCS and EIS systems while maintaining accuracy and compliance standards.
- Trained team members on operational procedures and workflow requirements.
- Participated in quality-focused initiatives and process improvement activities.
Education
High School Diploma -
Whitehaven High School
Memphis, Tennessee05-1994
Skills
- Escalation Resolution
- CRM Systems
- Account Troubleshooting
- Complex Problem Solving
- Case Management
- Customer Advocacy
- Trend Identification
- Root Cause Analysis
- Process Improvement
- Cross-Functional Collaboration
- Multi-System Navigation
- NICE CX One
- Salesforce
- ServiceNow
- WEX
- FTPS
- Health Safe ID
- Genesys Cloud
- Outlook
- Teams
- Excel (Basic)
- PowerPoint (Basic)
Timeline
Customer Experience Lead
OPTUM (UnitedHealth Group)
03.2025 - Current
Senior Customer Service Representative
OPTUM (UnitedHealth Group)
02.2024 - 03.2025
Customer Care Advocate Lead (Post Call Production)
UNITEDHEALTHCARE (UnitedHealth Group)
02.2022 - 02.2024
Senior Customer Service Representative
UNITEDHEALTHCARE (UnitedHealth Group)
02.2021 - 02.2022
Senior Billing Specialist
FLAGSHIP CREDIT ACCEPTANCE
10.2019 - 12.2020
Bank Operations Professional (Multiple Roles)
FIRST HORIZON NATIONAL BANK
06.1999 - 05.2019
High School Diploma -
Whitehaven High School