Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Christopher Kuhn

Customer Service Advocate
Miami,FL

Summary

Driven professional with a track record of enhancing customer experiences at United Healthcare through expert problem-solving and empathy. Excelled in complaint handling and navigating complex systems, significantly improving service delivery metrics. Skilled in both call center operations and mental health case management, demonstrating exceptional organizational abilities and active listening skills.

Overview

5
5
years of professional experience

Work History

Customer Service Advocate

United Healthcare
08.2018 - 07.2021
  • Collaborated with cross-functional teams to address complex customer issues with member requests such as benefits, PCP changes, claim history inquiries with goal to improve overall experience.
  • Conducted regular training modules to ensure consistent service delivery across the team.
  • Helped large volume of member calls every day with positive attitude and focus on member satisfaction.
  • History of meeting or exceeding metrics

Targeted Case Manager

Citrus Health Network
10.2017 - 12.2017
  • Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
  • Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
  • Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
  • Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
  • Monitored crisis intake clients through one on one observations, and documenting for nurse and psychiatrist review.

Mental Health Technician

Citrus Health Network
11.2016 - 10.2017
  • Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
  • Implemented evidence-based therapeutic interventions to help clients manage mental health difficulties.
  • Escorted patients from unit to meals, activities, and visitation areas to maintain standard of safety and security.
  • Helped patients with meals, activities of daily living (ADLs) and facility transfers to promote security and patient well-being.

Education

Bachelor of Science - Psychology

Albizu University
Doral, FL
05.2001 -

Skills

Call center experience

Problem-solving

Complaint handling

Organizing and navigating through several system programs

Empathy and active listening

Bilingual in English and Spanish

Accomplishments

Received several quarterly recognitions with team prizes due to excellent member survey scores.

Timeline

Customer Service Advocate

United Healthcare
08.2018 - 07.2021

Targeted Case Manager

Citrus Health Network
10.2017 - 12.2017

Mental Health Technician

Citrus Health Network
11.2016 - 10.2017

Bachelor of Science - Psychology

Albizu University
05.2001 -

Similar Profiles

CREATE PROFILE
Christopher KuhnCustomer Service Advocate