DeAndrae Smith
Houston,TX
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
15
15
years of professional experience
Work History
Client Success Specialist
Beyond Finance
05.2023 - Current
- Evaluated client feedback to identify patterns and opportunities for continuous improvement initiatives.
- Leveraged data analytics tools to monitor client success metrics, enabling informed decision-making and strategic planning.
- Assisted clients in achieving their goals by developing customized success plans and monitoring progress.
- Implemented effective communication strategies for improved client relationships and retention rates.
- Consistently exceeded performance targets by maintaining a proactive approach towards client account management.
- Enhanced client satisfaction by promptly addressing concerns and providing tailored solutions to their needs.
Training Facilitator
Alight Solutions
04.2018 - 04.2021
- Collected data on program efficacy through data analysis and implemented solutions for improvement.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Collaborated with cross-functional teams to identify skill gaps and develop targeted training initiatives.
- Provided ongoing coaching and feedback to facilitate long-term success in employee roles following completion of initial trainings.
- Gathered feedback from team and department leaders to devise new training materials targeted on current needs.
- Fostered a culture of continuous learning within the organization by promoting professional development opportunities.
- Administered assessments before, during and after courses.
Customer Service Specialist
Riverway Business Services
01.2013 - 01.2018
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained and managed customer files and databases.
Healthcare Customer Service Representative
United Healthcare, UHG
01.2009 - 01.2013
- Contributed to the company''s ongoing success by actively seeking opportunities for personal growth and skill development within the healthcare customer service field.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
Education
High School Diploma -
Macarthur High School
Houston, TX05.2004
Skills
- Product Knowledge
- Decision Making
- Interpersonal Skills
- Technical Proficiency
- Conflict Resolution
- Process Improvement
- Critical Thinking
- Problem Solving
Timeline
Client Success Specialist
Beyond Finance
05.2023 - Current
Training Facilitator
Alight Solutions
04.2018 - 04.2021
Customer Service Specialist
Riverway Business Services
01.2013 - 01.2018
Healthcare Customer Service Representative
United Healthcare, UHG
01.2009 - 01.2013
High School Diploma -
Macarthur High School