Dawn E. Spider-Schloerb
Tonawanda,NY
Summary
Dedicated Service Account Manager consistently acknowledged for exceptional customer service. Committed to surpassing customer expectations, skilled in resolving customer concerns with professionalism and empathy. Adept at fostering trust and rapport with a diverse clientele.
Overview
30
30
years of professional experience
Work History
Senior Service Account Manager
United Healthcare
08.2012 - Current
- Collaborate directly with high profile clients, AMT, to research and resolve member/client complex escalations on Surest and non-Surest Accounts
- Experience working with PowerPoint, Microsoft Office, and Excel to produce and present reporting and data to the client and AMT, as well as other systems (ACET, ISET, Outlook, Teams, ETS, DOC360, Provider Portal Referral Intake, CDB, SimpliSend, ELGS, ICUE, Knowledge Central, Superuser, E-Services, CSR Portal, Surest Employer Portal, Box, OC)
- Experience running client meetings and AMT meetings, as well as assisting with running events for the Employee Engagement Council
- Project Management Experience
- I have participated in multiple focus groups, system testing groups, and trained others on new processes. Knowledge of SOPs
- Collaborated with business partners for client and member resolution.
- Worked with and created outstanding relationships with clients and Account Management Teams
- Completed and have participated as a mentor in the Influencer Program
- Prior Positions held at United Healthcare:
- Member Services Supervisor Managed A4M, and designated advocates, managed escalated supervisor calls, managed payroll, performance metrics, provided advocate coaching, assisted with new hire interviews, helped to support the floor, other supervisors, and upper management.
- Interim Supervisor
- On the Job Coach (OJT) (Assist the trainer and support the trainees
- Senior Customer Service Representative Assist to resolve members questions or issues, multi-task, work as part of a team.
- Assist Customer Clerical Tasks (CCT): work independently to fulfill requests using ELGS, EDSS, Duncan
- Commitment Champion: Manage team workloads, assist with solutions to ensure timely resolution to issues using various systems to accomplish tasks, using excel for tracking and managing.
- Compassion Champion Create reports using excel, send out emails for encouragement, check for spelling, grammatical errors, and report to upper management the data collected.
- Help assist with supervisor issues Apply knowledge of policies and practices to resolve escalated issues and be able to think outside of the box to produce solutions
- BSL (assisted with obtaining systems essential to an agent’s position)
- 5+ Multiple caller root causes manage SharePoint issues, figure out root causes of frequent calls by a member.
- Managed client accounts, ensuring alignment with healthcare plans and services.
- Developed strong relationships with clients to enhance satisfaction and retention.
- Coordinated communication between clients and internal teams to resolve issues promptly.
- Analyzed client needs to recommend relevant healthcare solutions effectively.
- Monitored account performance metrics to identify areas for improvement.
- Collaborated with cross-functional teams to implement client feedback into service offerings.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Facilitated client meetings to gather feedback and adjust strategies accordingly, ensuring alignment with client objectives.
- Conducted quarterly business reviews with major accounts to assess satisfaction and identify areas for improvement.
- Established long-term customer relationships to enhance client loyalty and satisfaction.
Substitute Teacher
Williamsville Central School District
09.2010 - Current
- Implemented lesson plans to support diverse learning styles and classroom needs.
- Managed classroom behavior effectively, fostering a positive learning environment.
- Engaged students through interactive activities, promoting active participation in lessons.
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Upheld classroom routines to support student environments and maintain consistent schedules.
Skip Tracer
Creditors Interchange
05.2006 - 07.2012
- Maintain file security.
- Utilized skip tracing tools to locate debtors and recover outstanding accounts.
- Collaborated with collections team to develop efficient follow-up procedures.
- Maintained accurate records of attempts to contact debtors in compliance with regulations.
- Researched public records and databases to gather information on delinquent accounts.
- Assisted in training new team members on skip tracing processes and best practices.
After School Program Teacher
Learning Disabilities Association of Western New York
10.2009 - 08.2010
- Worked with students of various ages and disabilities ranging from first grade up to seniors in high School.
- Helped students finish homework and school projects.
- Developed and implementing lessons to help promote transition, academic, and social skills.
- Work with students to develop life skills to gain independence.
- Implemented engaging lesson plans to enhance student participation and learning outcomes.
- Collaborated with parents and staff to establish effective communication strategies.
- Facilitated small group instruction tailored to specific learning goals of students.
Student Teacher
Community Charter School
03.2009 - 05.2009
- Worked in an inclusive third grade general education setting that taught with a push-in and pull-out method.
- Developed and taught an English Language Arts Unit using a chapter book that was used across the curriculum.
- Developed and implemented lesson plans for subject areas.
- Managed a grade book.
- Developed math skill related math learning centers to promote mastery learning.
- Created Bulletin boards that displayed students’ work.
Student Teacher
Maryvale Middle School
01.2009 - 03.2009
- Worked in a Co-Taught sixth grade special education setting.
- Developed and implemented an English Language Arts Unit plan using a chapter book.
- Attended IEP meetings.
- Assisted and re-wrote IEP goals and objectives for the following school year.
- Attended faculty, team, and technology meetings.
- Assisted school Leadership Club meetings.
- Chaperoned School Dance.
- Created and implemented interactive lesson plans for various subject areas.
Lead Management
Remarketing Services America
01.2004 - 01.2006
Studio Manager/Photographer
Olan Mills Portrait Studio
01.2002 - 01.2004
School Photographer
Lifetouch School Portraits
01.2000 - 01.2002
Collector II
Fleet Bank
01.1998 - 01.2000
Cashier, Food Court, Customer Service, Floor Sales
Target
01.1996 - 01.1998
Teacher’s Aide
East Elementary School
01.2003
- Assisted the teacher and students in a 12:1 special education setting.
Education
Bachelor of Science - Students with Disabilities
STATE UNIVERSITY OF New York COLLEGE AT BUFFALO
Buffalo, New York 05.2009
Bachelor of Science - Childhood Education
STATE UNIVERSITY OF New York COLLEGE AT BUFFALO
Buffalo, New York 05.2009
Associates of Science - Photography
VILLA MARIA COLLEGE
Buffalo, New York 05.2002
Skills
Strong Client Relation Management Abilities
Project and Issue Management
Strategic Thinking & Initiative
Client Focused Service
Excellent Communication Skills
Dedicated
Knowledgeable in systems and processes
Timeline
Senior Service Account Manager
United Healthcare
08.2012 - Current
Substitute Teacher
Williamsville Central School District
09.2010 - Current
After School Program Teacher
Learning Disabilities Association of Western New York
10.2009 - 08.2010
Student Teacher
Community Charter School
03.2009 - 05.2009
Student Teacher
Maryvale Middle School
01.2009 - 03.2009
Skip Tracer
Creditors Interchange
05.2006 - 07.2012
Lead Management
Remarketing Services America
01.2004 - 01.2006
Teacher’s Aide
East Elementary School
01.2003
Studio Manager/Photographer
Olan Mills Portrait Studio
01.2002 - 01.2004
School Photographer
Lifetouch School Portraits
01.2000 - 01.2002
Collector II
Fleet Bank
01.1998 - 01.2000
Cashier, Food Court, Customer Service, Floor Sales
Target
01.1996 - 01.1998
Bachelor of Science - Students with Disabilities
STATE UNIVERSITY OF New York COLLEGE AT BUFFALO
Bachelor of Science - Childhood Education
STATE UNIVERSITY OF New York COLLEGE AT BUFFALO
Associates of Science - Photography
VILLA MARIA COLLEGE
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