Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Education and Training
Timeline
Generic

Cynthia Merritt

North Richland Hills,TX

Summary

Escalations Manager with expertise in resolving complex customer issues and enhancing satisfaction ratings. Strong problem-solving and negotiation skills lead to positive outcomes in challenging situations. Proven ability to improve team efficiency and maintain high-level communication under pressure. Demonstrates effective leadership qualities in fast-paced environments.

Overview

15
15
years of professional experience
3
3
Certifications

Work History

Escalations Manager

UnitedHealthcare
11.2021 - 05.2025
  • Assessed risks from unresolved customer complaints, executing proactive measures.
  • Worked closely with IT department personnel to troubleshoot any technical problems encountered by customers during escalation process.
  • Maintained adherence to company policies and processes for managing escalations.
  • Developed and implemented escalations process to ensure customer satisfaction.
  • Drafted standard operating procedures for resolution of escalations.
  • Developed an action plan based on analysis of data from past escalations, outlining steps needed to prevent similar issues in the future.
  • Partnered with various departments to formulate plans improving customer service standards.
  • Reviewed call center scripts periodically, implementing changes informed by customer responses.

Customer Service Navigator

UnitedHealthcare
10.2016 - 11.2021
  • Provided information and guidance to clients on how to access services and resources.
  • Assisted clients in navigating community resources for housing, employment, health care, and legal aid.
  • Collaborated with other professionals such as social workers, case managers, medical staff. to coordinate care for clients.
  • Connected clients with local organizations that can provide additional assistance or specialized services if necessary.
  • Participated in team meetings to discuss complex cases and review treatment plans.
  • Focused on understanding client needs to propose suitable solutions.
  • Maintained current knowledge of relevant laws, regulations pertaining to the field of social work, navigation.
  • Applied de-escalation techniques to offer necessary crisis intervention.

Professional Recruiter

PeopleScout - A TrueBlue
08.2010 - 11.2015
  • Verified applicant references and employment details.
  • Followed up with notable applicants sourced via industry-specific pipelines, events, and job fairs.
  • Maintained thorough understanding and knowledge of hiring practices, recruitment strategies and staffing industry trends.
  • Tracked candidates and pushed for feedback on disqualifications, time-to-fill statistics and other variables.
  • Operated and maintained applicant tracking and candidate management systems.
  • Expanded candidate pool by leveraging social media platforms, professional networking sites, and industry-specific job boards for targeted outreach.

Education

Bachelor of Arts - History

Northern Illinois University
Dekalb, IL

Skills

Coaching and mentoring

Certification

Professional, in the Academy of Healthcare Management (PAHM)

Personal Information

Education and Training

other

Timeline

Escalations Manager

UnitedHealthcare
11.2021 - 05.2025

Customer Service Navigator

UnitedHealthcare
10.2016 - 11.2021

Professional Recruiter

PeopleScout - A TrueBlue
08.2010 - 11.2015

Bachelor of Arts - History

Northern Illinois University

Similar Profiles

CREATE PROFILE
Cynthia Merritt