Dana Cobb
Tupelo,MS
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Senior Customer Service Representative
UnitedHealthcare
Tupelo, MS
08.2023 - Current
- Assist Brokers, Employers, and General Agents with eligibility, enrollments, and web portal concerns.
- Display active listening skills.
- Multi-task through multiple screens to assist caller concerns.
- Complete call opening and closing tasks on each call.
- Provide team lead support through chat and email.
- Developed and implemented customer service policies and procedures.
- Ensured compliance with applicable laws and regulations related to customer service.
- Document calls/interactions for each call.
- Work remotely while efficiently performing all duties listed above.
Customer Care Professional
OPTUM/UHG
Houston, TX
10.2019 - 08.2023
- Assist members/providers with benefits, authorization, and referrals.
- Multi-task through multiple screens to assist member/providers' concerns.
- Complete call opening and closing tasks on each call.
- Comply with precertification/treatment milestone policies and procedures to facilitate authorizations.
- Utilize time management in aiding clinical procedures.
- Terminate, enroll, and manage employees via multiple networks.
- Providing agents/colleagues with soft skills tips for call handling.
- Adhered to all applicable laws, regulations and standards when providing services.
- Developed strategies to improve customer experience and satisfaction levels.
- Created detailed documentation of customer interactions for future reference.
- Conducted follow-up calls with customers to ensure satisfaction.
- Updated internal databases with relevant customer information as needed.
- Listened attentively to customer needs, clarified information, researched every issue and provided solutions in a timely manner.
Sales Manager
Rent-A-Center
Tupelo, MS
06.2017 - 07.2019
- Trained, coached, and mentored junior sales personnel to ensure success in their roles.
- Conducted regular meetings with staff members to review goals and objectives for the quarter and year.
- Developed pricing strategies that would maximize profits while still remaining competitive in the market.
- Established new accounts and serviced existing accounts maintaining professional relationships.
- Build and promote strong, long-lasting customer relationships by partnering with them and understanding their needs.
- Identify competitors and their markets while being fully aware of new products and competition status.
- Developed and implemented sales strategies to increase market share.
- Managed daily operations of sales department, including supervision of staff members.
- Established relationships with key clients, while maintaining existing customer base.
Education
High School Diploma -
Saltillo High School
Saltillo, MS01.2007
Skills
- Microsoft Excel
- Microsoft Teams
- Microsoft Word
- Microsoft Outlook
- Microsoft PowerPoint
- Data Entry
- Account Management
- Call Center
- Customer Support
- Communication Skills
- Development Skills
- Documentation Review
- Process Optimization
- Customer Service
- Teamwork and Collaboration
- De-Escalation Techniques
- Email Management
- Call Control
Languages
English, Fluent
Accomplishments
- Quality Kudos
- Top Performer
- Compassion & Collaboration
Timeline
Senior Customer Service Representative
UnitedHealthcare
08.2023 - Current
Customer Care Professional
OPTUM/UHG
10.2019 - 08.2023
Sales Manager
Rent-A-Center
06.2017 - 07.2019
High School Diploma -
Saltillo High School
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