CHRISTINE M Taylor
MONTGOMERY,IL
Summary
Detail-oriented professional with extensive experience in claims processing and customer service. Demonstrated critical thinking for accurate issue resolution. Resolve escalated cases to improve customer satisfaction and operational accuracy.
Overview
26
26
years of professional experience
Work History
Customer Service lead of Operations
Optum
Montgomery, IL
08.2025 - Current
- - Managed escalated team member and customer issues effectively, promoting resolution and satisfaction.
- - Guided agents through chat on benefits and claims inquiries, enhancing service accuracy.
- - Provided support to team members during peak service hours, ensuring continuity of operations.
- - Attended regular meetings with senior management to review progress on customer service operations projects and initiatives.
- Worked closely with other departments such as Workforce, and IT teams to ensure smooth delivery of services.
- Assisted with the implementation of the new phone system Amazon Connect (AWS) testing for smooth transition
Call Center Helpline Specialist
Optum
Bolingbrook, Illinois
11.2017 - 08.2025
- Guided agents in resolving benefit and claims inquiries to enhance service quality.
- Facilitated resolution during live escalated supervisor calls to ensure positive customer experiences.
- Supported claim processors during live claim reviews.
- Shared fax and email details with members and providers for claim submission, then followed up on claim status updates.
- Participated in NPS and UES projects to improve overall customer satisfaction.
- Provided administrative support to team members by organizing files and managing schedules.
Customer Service Lead
Optum
Schaumburg, Illinois
12.2000 - 11.2017
- Handled 50–70 calls per day.
- Achieved compliance with after-call work, average handle time, and schedule adherence.
- Helped train new team members on proper service methods.
- Shared product knowledge, service policies, and procedures with customers.
- Assisted agents with call handling and escalated concerns.
- Prepared reports on key metrics, including average response time and first call resolution rate.
- Coached, monitored, and motivated new agents to improve performance and job knowledge.
- Stayed calm and professional during stressful situations and helped reduce tension.
Education
Bachelor of Arts - Sociology
Aurora University
Aurora, IL11-2000
Skills
- Claims processing and investigation
- Policy interpretation and compliance
- Operational efficiency
- Effective communication and collaboration
- Problem resolution skills
- Customer relationship management
- Attention to detail
- Problem resolution
- Claims investigation
- Customer relationship management
Timeline
Customer Service lead of Operations
Optum
08.2025 - Current
Call Center Helpline Specialist
Optum
11.2017 - 08.2025
Customer Service Lead
Optum
12.2000 - 11.2017
Bachelor of Arts - Sociology
Aurora University