Danyel Brown
Katy,TX
Summary
- Skilled professional with an extensive background in customer service. Calm and poised in the most pressure-driven situations. Pursuing an Online Chat Specialist position where excellent response and writing skills will help improve a company's success. Self-assured professional with the desire to be challenged on the job. Pursuing a position as an an Online Chat Specialist where dynamic communication skills can be utilized.
Overview
9
9
years of professional experience
Work History
Customer Service Representative/Chat
UnitedHealth Group, UHG
05.2021 - 09.2023
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Monitored customer conversations and provided timely, knowledgeable assistance while monitoring multiple chat conversations simultaneously while maintaining a high level of accuracy and quality in responses.
- Communicated complex healthcare information in a clear and understandable manner,building rapport with members and facilitating positive interactions.
- Demonstrated expertise in explaining UHG healthcare benefits,coverage details and eligibility criteria,enabling members to make informed decisions about they healthcare.
Enrollment Specialist
CareFirst BCBS
02.2018 - 05.2021
- Facilitated smooth enrollment processes, guiding individuals and families through healthcare plan options,eligibility requirements,and documentation, resulting in increased member satisfaction.
- Effectively explained healthcare benefits and coverage details,enabling members to make informed decisions and maximize their healthcare plans.
- Delivered exceptional customer service remotely,managing high call/email/chat volumes ,resolving inquires, and providing accurate information.
- Consistently met or exceeded enrollment and customer service performance metric's, including enrollment targets and customer satisfaction scores.
Customer Service Representative
Dell Technologies
04.2014 - 02.2017
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
Education
High School Diploma -
Gulf Shores High School
Gulf Shores, AL2002
Skills
- Exceptional Customer Service
- Relationship building
- Problem Resolution
- Effective Communication
- Multichannel Support
- Scheduling
- Call Manage and Chat support
- Healthcare Resolution
- Multitasking
- Time Management
- Data Entry
- Appointment Scheduling
Timeline
Customer Service Representative/Chat
UnitedHealth Group, UHG
05.2021 - 09.2023
Enrollment Specialist
CareFirst BCBS
02.2018 - 05.2021
Customer Service Representative
Dell Technologies
04.2014 - 02.2017
High School Diploma -
Gulf Shores High School