Ciara Collins
Houston,TX
Summary
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. Experience tracking customer feedback with various platforms such as Salesforce and Medallia. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
Work History
Insurance Follow-Up Specialist
North Houston Transitional Care
10.2022 - 09.2023
- Create and manage patient accounts while maintaining current demographics and insurance.
- Claim processing using provider portals to check claim statuses.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
Member Outreach Advocate
United Healthcare
09.2022 - 01.2023
- Performed welcome calls to new members to go over plan and placed check-in calls with members that were not utilizing their benefits
- Assisted members with resources from Aunt Bertha.
- Handled customer inquiries and suggestions courteously and professionally.
- Met established attendance expectations and team revenue goals to achieve company objectives.
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Addressed customer account discrepancies and concerns.
CUSTOMER CARE REPRESENTATIVE
Elevance Health
10.2021 - 09.2022
- Assisted dual members with their medical, dental, and vision benefits
- Placed online orders with members to use their Healthy Grocery and OTC benefit.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
- Delivered prompt service to prioritize customer needs.
STORE MANAGER
DOLLAR GENERAL
11.2020 - 10.2021
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Assisted with hiring, training and mentoring new staff members.
- Approved regular payroll submissions for employees.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
SUPERVISOR
CVS/CAREMARK
04.2012 - 03.2020
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Applied security, safety and loss prevention strategies during shifts.
- Conducted shift inspections to evaluate operational activities and implement timely resolutions for diverse concerns.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Maintained stock of products and ordered new products when stock was running low.
STORE MANAGER
DOLLAR TREE
11.2017 - 08.2019
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Trained new employees on proper protocols and customer service standards.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
ASSISTANT MANAGER
WALGREENS
02.2016 - 12.2017
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Answered customer questions regarding prescribed medications, over-the-counter products, and insurance coverage.
- Verified prescription information prior to entry in pharmacy computer system.
- Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
PAYROLL CLERK
MENS WAREHOUSE
01.2014 - 07.2014
- Maintained payroll information by calculating, collecting, and entering data.
- Verified timekeeping records and handled any discrepancies with employees.
- Updated employee files with new details such as changes in address or salary levels.
- Issued paychecks on designated pay dates to avoid employee dissatisfaction.
- Responded to employee inquiries to clarify payroll issues regarding wages, deductions and taxes.
- Processed W-2s, 1099s and other year-end reports to remain in compliance with state and federal laws.
- Processed garnishments from creditors or government agencies to meet legal requirements of deducting money from employees' paychecks to pay off debts.
- Maintained employee confidence and protected payroll operations by keeping information confidential.
Education
High School Diploma -
Paramount High
Paramount High05.2011
Skills
- Insurance Understanding
- Basic Medical Terminology
- Account Follow-Up
- Filing Appeals
- Electronic Patient Medical Record
- Administrative Support
- Past Due Balance Management
- Credit Card Payment Processing
- Stocking and Replenishing
- Active Listening
- Staff Training
- Team Leadership
Timeline
Insurance Follow-Up Specialist
North Houston Transitional Care
10.2022 - 09.2023
Member Outreach Advocate
United Healthcare
09.2022 - 01.2023
CUSTOMER CARE REPRESENTATIVE
Elevance Health
10.2021 - 09.2022
STORE MANAGER
DOLLAR GENERAL
11.2020 - 10.2021
STORE MANAGER
DOLLAR TREE
11.2017 - 08.2019
ASSISTANT MANAGER
WALGREENS
02.2016 - 12.2017
PAYROLL CLERK
MENS WAREHOUSE
01.2014 - 07.2014
SUPERVISOR
CVS/CAREMARK
04.2012 - 03.2020
High School Diploma -
Paramount High
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