DAREN CARAWAY JR
Richardson,TX
Work Preference
Summary
Dynamic Customer Service Representative with exceptional oral and written communication skills, active listening, and analytical problem-solving abilities. Committed to enhancing customer experiences through service-oriented behaviors, understanding customer needs, and delivering tailored solutions to foster loyalty. Seeking a full-time position that presents professional challenges while leveraging interpersonal skills, exemplary time management, and innovative problem-solving capabilities. Adept at building strong relationships and driving customer satisfaction in fast-paced environments.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Care Advocate
UnitedHealthcare
02.2024 - Current
- Serve as a single-stop resource for members enrolled in UHC benefit plans, building trust throughout their healthcare journey.
- Handle inbound calls, chats, and secure messaging to assist members with medical and pharmacy benefits, eligibility, claim resolution, dental and vision issues, and promote health care literacy.
- Use multiple databases, tools, and partnerships to refer and enroll members to appropriate internal specialists and programs based on their needs.
- Translate and interpret clinical/medical terminology and coding to help members manage costs using simple language.
- Adapt quickly to changes in process, policy, and guidelines at the site and enterprise level.
CSR - Customer Service Representative
Liberty Mutual Insurance
12.2021 - 01.2024
- May independently solve problems of limited scope and complexity
- Identifies, analyzes, and owns customer policy needs to ensure high customer satisfaction, growth and retention of business
- Listens to customers' requests and inquiries
- Works to retain policyholders who inquire about canceling through open listening, policy review of customer issues, and escalation to the appropriate team, if necessary, builds rapport with each customer
- Processes policyholder transactions accurately and within Customer Response Center established time standards
- Interprets policy contracts to insured based on knowledge of Personal Insurance auto products
- Identifies, understands and interprets customer needs to implement resolutions and makes recommendations for coverage enhancements
- For features or products outside of auto, escalates an policyholder to the appropriate team
- Understands aspects of billing systems as it pertains to policy coverage
- Identifies and communicates transactions and impact to policy premium
- Evaluates and makes decisions regarding exceptions to payment plan and fees
- Makes alternate payment arrangements with customers and interacts with billing system to reflect arrangements
- Places policy in follow-up and ensures adherence to arrangements specified
- Manages and utilizes time effectively to ensure department meets required service levels for improved customer satisfaction results
- Utilizes on-line reference materials to provide confident, accurate, and efficient information
- Develops and maintains product, procedural and technical systems knowledge
- Completes licensing and continuing education requirements
- Utilizes technical systems, effectively and efficiently, including desktop, call center specific phone systems and the internet
- Supports and participates in office or department programs and contests
- Performs additional duties as assigned
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Customer Service Representative
Cardtronics
09.2020 - 12.2021
- Understand and communicate clearly and concisely to the research team the current state of the ATM to fully diagnose the problem for resolution
- Adjust language and terminology to the needs of the customer (internal and external) in a professional manner to interpret and provide feedback for further research
- Act as a liaison between Technical Support and other Cardtronics personnel to help resolve escalated customer issues
- Process service tickets and maintain accurate customer records
- Ability to follow call tree to accurately transfer calls to the appropriate department based on the condition of the caller
- Provide efficient productivity and superior quality service while working in a fast-paced environment
- Ability to effectively handle user and Regulation E calls from customers
- Assume special projects as required by management
- Offered advice and assistance to customers, paying attention to special needs or wants
Machine Operator
IMPACT FLOORS
10.2019 - 09.2020
- Daily set up of machinery and ensure all materials are readily available
- Carry out production functions
- Perform routine maintenance i.e., Daily, Weekly, Monthly, Quarterly operator level maintenance
- Effectively monitor production equipment
- Assist the shop technicians and materials clerk as necessary
- Perform appropriate duties as assigned by Supervisor/Lead
- Maintain a safe and clean workspace
- Follow established safety and regulations
- Operated machining equipment safely with team of operators
Call Center Representative
PFSweb
04.2019 - 10.2019
- High volume call taker, computer software savvy, conflict resolution, critical thinker, problem solver, inbound and outbound call taker, sales, rma return merchandise authorization instrument, CRM (Eddie and ATG) certified, training, product description, 35 WPM Excellent Customer Service Skills and engagement
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
Call Center Representative
Profit Expansion
02.2019 - 03.2019
- High volume call taker, computer software savvy, conflict resolution, critical thinker, problem solver, inbound and outbound call taker, sales, rma return merchandise authorization instrument, CRM (limelight) certified, training, product description, 35 WPM
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
Team Leader
Steak N Shake
08.2016 - 02.2018
- Assigns daily and detailed side work to each associate and checks completion before allowing associates to leave
- Prepares food and delivers service as defined by Steak 'n Shake procedures
- Coaches associates on proper food preparation and service delivery as defined by Steak 'n Shake procedures
- Protects Great Basin SNS assets by ensuring safety procedures:
- The back door is locked
- Safe is locked
- Exterior lighting is working
- Cash procedures are followed
- Communicates to management team shift associate performance, training needs and associate replacements as needed
- Assigns detailed cleaning tasks and follows up to ensure completion
Driver
Greenleaf Dallas
05.2015 - 07.2017
- Handled various processing tasks efficiently.
- Moving pallets off the truck
- Unloaded and stored products efficiently.
- Cleaning the cooler
- Packaging Merchandise
- Delivery Accordingly
- Shipping and receiving
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift
Line Cook Sous Chef
Rockwall Golf & Athletic Club
07.2011 - 03.2015
- Control portions and waste to meet food cost guidelines
- Prepare all meals according to the highest quality and sanitation guidelines
- Aided in the creation of appetizers and scratch-made entrees.
- Operated salad, flat top, and grill stations efficiently.
- Organized and detail-oriented with a strong work ethic
- Self-motivated, with a strong sense of personal responsibility
Education
Associate of Arts - Culinary Arts
Le Cordon Bleu College of Culinary Arts
Dallas, TX09.2013
High School Diploma -
Rockwall High School
Rockwall, TX06.2010
Skills
- Oracle EnterpriseOne
- Microsoft Office
- Call Volume and Quality Metrics
- Active Listening
- Client Needs Analysis
- Collaborative Relationships
- High-Volume Environments
- Budgeting and Cost Control
- Call Center Operations
- Call Controlling
- Triton Calibrio
- Avaya
- CSW
- CBS
- CFA
- Iset
- Acet
- Unet
- Cow
Certification
Licensed Insurance Agent
Timeline
Care Advocate
UnitedHealthcare
02.2024 - Current
CSR - Customer Service Representative
Liberty Mutual Insurance
12.2021 - 01.2024
Customer Service Representative
Cardtronics
09.2020 - 12.2021
Machine Operator
IMPACT FLOORS
10.2019 - 09.2020
Call Center Representative
PFSweb
04.2019 - 10.2019
Call Center Representative
Profit Expansion
02.2019 - 03.2019
Team Leader
Steak N Shake
08.2016 - 02.2018
Driver
Greenleaf Dallas
05.2015 - 07.2017
Line Cook Sous Chef
Rockwall Golf & Athletic Club
07.2011 - 03.2015
High School Diploma -
Rockwall High School
Associate of Arts - Culinary Arts
Le Cordon Bleu College of Culinary Arts
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