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
23
23
years of professional experience
1
1
Certification
Work History
Escalations Manager
UnitedHealthcare
Irving, TX
11.2021 - 05.2025
- Identified potential risks associated with unresolved customer complaints, taking proactive measures when needed.
- Worked closely with IT department personnel to troubleshoot any technical problems encountered by customers during escalation process.
- Ensured compliance with company policies and processes related to escalations management.
- 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.
- Participated in regular meetings with other departments to discuss strategies for improving customer service standards.
- Performed periodic reviews of call center scripts, adjusting as necessary based on feedback from customers.
Customer Service Navigator
Irvine
Irving, TX
10.2016 - 11.2021
- Provided information and guidance to clients on how to access services and resources.
- Educated clients about available resources within the community related to housing, employment, health care, 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.
- Actively listened to clients in order to identify their needs and provide effective solutions.
Professional Recruiter
PeopleScout
Chicago, IL
09.2010 - 11.2015
- Collaborated with hiring managers to define job requirements and expectations for open positions.
- Conducted exit interviews with departing employees in order to gain insight into their experiences at the organization.
- Cultivated relationships with passive talent in order to build a strong talent pipeline for future openings.
- Sourced potential candidates through online channels such as social media, job boards and professional networks.
- Maintained accurate records of candidate information within Applicant Tracking System.
- Coordinated interviews between applicants and hiring managers, ensuring a positive experience for all parties involved.
Technical Content Writer
HealthCare Service Corporation, HCSC, BlueCard Central
Chicago, IL
04.2002 - 05.2009
- Developed editorial guidelines to maintain a consistent writing style across multiple channels.
- Maintained an organized library of all published content assets for future reference.
- Managed multiple projects at once while adhering to tight deadlines.
- Created original, high-quality content for website pages, blog posts, tutorials, and other documents.
- Participated in brainstorming sessions to generate ideas for new projects or initiatives related to technical writing.
- Worked closely with internal teams such as marketing, design, development, product management, in order to create effective user experience copy.
- Reviewed customer feedback to identify areas where additional content was needed or existing material could be improved.
Education
Bachelor of Arts - History
Northern Illinois University
Dekalb, IL08-1979
Skills
- Coaching and mentoringComplaint investigationDatabase maintenanceRecord preparationReporting and documentationSpreadsheet trackingCRM software proficiencyComplaint investigationDatabase maintenanceRecord preparationReporting and documentationSpreadsheet trackingCRM software proficiencyClient retention strategiesComplaint investigationDatabase maintenanceRecord preparationReporting and documentationSpreadsheet trackingCRM software proficiencyClient retention strategiesTeam collaborationRelationship buildingComplaint investigationDatabase maintenanceRecord preparationReporting and documentationSpreadsheet trackingCRM software proficiencyClient retention strategiesTeam collaborationRelationship buildingWritten communicationComplaint investigationDatabase maintenanceRecord preparationReporting and documentationSpreadsheet trackingCRM software proficiencyClient retention strategiesTeam collaborationRelationship buildingWritten communicationAttention to detailCustomer relationsComplaint investigationDatabase maintenanceRecord preparationReporting and documentationSpreadsheet trackingCRM software proficiencyClient retention strategiesTeam collaborationRelationship buildingWritten communicationAttention to detailCustomer relationsEffective communicationComplaint investigationDatabase maintenanceRecord preparationReporting and documentationSpreadsheet trackingCRM software proficiencyClient retention strategiesTeam collaborationRelationship buildingWritten communicationAttention to detailCustomer relationsEffective communicationTime management abilitiesComplaint investigationDatabase maintenanceRecord preparationReporting and documentationSpreadsheet trackingCRM software proficiencyClient retention strategiesTeam collaborationRelationship buildingWritten communicationAttention to detailCustomer relationsEffective communicationTime management abilitiesTechnical writingContent managementComplaint investigationDatabase maintenanceRecord preparationReporting and documentationSpreadsheet trackingCRM software proficiencyClient retention strategiesTeam collaborationRelationship buildingWritten communicationAttention to detailCustomer relationsEffective communicationTime management abilitiesTechnical writingContent managementCustomer serviceData analysisComplaint investigationDatabase maintenanceRecord preparationReporting and documentationSpreadsheet trackingCRM software proficiencyClient retention strategiesTeam collaborationRelationship buildingWritten communicationAttention to detailCustomer relationsEffective communicationTime management abilitiesTechnical writingContent managementCustomer serviceData analysisProject managementComplaint investigationDatabase maintenanceRecord preparationReporting and documentationSpreadsheet trackingCRM software proficiencyClient retention strategiesTeam collaborationRelationship buildingWritten communicationAttention to detailCustomer relationsEffective communicationTime management abilitiesTechnical writingContent managementCustomer serviceData analysisProject managementResearch skillsProcess improvementComplaint investigationDatabase maintenanceRecord preparationReporting and documentationSpreadsheet trackingCRM software proficiencyClient retention strategiesTeam collaborationRelationship buildingWritten communicationAttention to detailCustomer relationsEffective communicationTime management abilitiesTechnical writingContent managementCustomer serviceData analysisProject managementResearch skillsProcess improvementProblem solvingComplaint investigationDatabase maintenanceRecord preparationReporting and documentationSpreadsheet trackingCRM software proficiencyClient retention strategiesTeam collaborationRelationship buildingWritten communicationAttention to detailCustomer relationsEffective communicationTime management abilitiesTechnical writingContent managementCustomer serviceData analysisProject managementResearch skillsProcess improvementProblem solvingEscalation managementCustomer satisfactionComplaint investigationDatabase maintenanceRecord preparationReporting and documentationSpreadsheet trackingCRM software proficiencyClient retention strategiesTeam collaborationRelationship buildingWritten communicationAttention to detailCustomer relationsEffective communicationTime management abilitiesTechnical writingContent managementCustomer serviceData analysisProject managementResearch skillsProcess improvementProblem solvingEscalation managementCustomer satisfactionApplicant trackingComplaint investigationDatabase maintenanceRecord preparationReporting and documentationSpreadsheet trackingCRM software proficiencyClient retention strategiesTeam collaborationRelationship buildingWritten communicationAttention to detailCustomer relationsEffective communicationTime management abilitiesTechnical writingContent managementCustomer serviceData analysisProject managementResearch skillsProcess improvementProblem solvingEscalation managementCustomer satisfactionApplicant trackingRegulatory compliance
- Complaint investigation
- Database maintenance
- Record preparation
- Reporting and documentation
- Spreadsheet tracking
- CRM software proficiency
- Client retention strategies
- Team collaboration
- Relationship building
- Written communication
- Attention to detail
- Customer relations
- Effective communication
- Time management abilities
- Technical writing
- Content management
- Customer service
- Data analysis
- Project management
- Research skills
- Process improvement
- Problem solving
- Escalation management
- Customer satisfaction
- Applicant tracking
- Regulatory compliance
Certification
- Professional, in the Academy of Healthcare Management (PAHM)
- Managed Healthcare Professional (MHP)
Timeline
Escalations Manager
UnitedHealthcare
11.2021 - 05.2025
Customer Service Navigator
Irvine
10.2016 - 11.2021
Professional Recruiter
PeopleScout
09.2010 - 11.2015
Technical Content Writer
HealthCare Service Corporation, HCSC, BlueCard Central
04.2002 - 05.2009
Bachelor of Arts - History
Northern Illinois University