Deborah Turner
Navarre
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
14
14
years of professional experience
Work History
Sr. Health Advocate/ Elite Member Representative
UnitedHealth Group
11.2019 - 03.2023
- Successfully completed HSA, RRA, A4Me Advocate, Tier 2 claims processing and Elite training.
- Demonstrated commitment and passion by maintaining member satisfaction UES of over 95% and a first call resolution UES over 94% on a regular basis.
- Earned consistent bonuses and promotions while helping to improve the lives and health of members.
- Actively navigated multiple computer systems, applications, utilized search tools, while listening for member needs and cues to respond to inquiries and resolve issues with care, integrity, and professionalism.
- Regularly collaborated with cross-functional teams and management to ensure member satisfaction.
- Maintained accurate detailed documentation on all inbound/outbound calls, chats, and emails.
- Maintained full and current understanding of available plans, products and services.
- Provided information such as copay and premium details, pre-approval procedures and available products.
- Resolved problems related to benefits, eligibility and claims.
- Helped members navigate enrollment process and choose appropriate options.
- Engaged clients in health-related activities to enhance overall well-being.
Janitor
Allied National Services
05.2018 - 03.2020
- Performed and documented routine cleaning activities at two AT&T locations.
- Ran variety of cleaning machines such as floor machines designed to strip, wax, extract, and top scrub floors and carpets.
- Organized quarterly cleaning projects.
- Built positive relationships with location managers and associates through a high standard of cleanliness and reliability.
Customer Service Supervisor
Walmart Superstore
04.2017 - 06.2019
- Managed staffing levels for 15-30 front-end associates, consistently maintaining a high fast and friendly customer service rating.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached employees through day-to-day work and complex problems.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Prepared daily cash drawer set up, change requests, and performed cash audits in accordance with company policy.
- Provided a productive and motivating work environment by demonstrating core values and company policies.
- Prepared for and scheduled new product roll outs and special projects.
- This position required a broad range of multitasking, strong problem-solving abilities, mindfulness and a great deal of micro-management.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Identified customer service trends to provide recommendations for process and procedural improvements.
Optician
Walmart Superstore
07.2013 - 04.2017
- Patient scheduling, insurance verification, intake procedures, chart maintenance, confirm appointments and pretest patients.
- Achieved an elevated level of sales by educating and guiding patients on optional lenses, coatings and frames based on ophthalmic eyeglass prescriptions, accurate measurements, and patient preferences.
- Assisted management and doctor in achieving all customer service goals by learning and maintaining current knowledge of products, policies, procedures, and office equipment.
- Opening and closing of the Vision Center.
- Confirmed quality control standards were met for all eyewear and contact lenses.
- Verified and updated patient records promptly to guarantee accurate prescription information.
- Dispensing eyeglasses, contacts fit classes, frame adjustments, and repairs.
- Filed claims with vision and medical insurance companies to garner payment for optical services.
Habilitation Coordinator
Capstone Services
12.2008 - 04.2011
- Assisted in daily living tasks, medication administration, personal care, and support.
- Ensured the personal welfare and safety of physically disabled, medically, and behaviorally challenged individuals in a residential setting.
- Ensured risk management protocols were adhered to, and client documentation was accurate and timely.
- Oversaw appointment scheduling and itinerary coordination for clients.
Education
High School Diploma -
New Horizons
Skills
- Excellent Verbal and Written Communication
- Health Insurance Plan Knowledge
- Over 3 Years Remote Work from Home Experience
- Caring Attitude
- Curious Mindset
- Team Builder
- Exceptional Customer Service
- Ability to Multitask and Prioritize Effectively
- Proficient in Computer Systems and Software Applications
- Active Listening Skills
- Problem Resolution
- Research Abilities
- Customer Needs Assessments
Timeline
Sr. Health Advocate/ Elite Member Representative
UnitedHealth Group
11.2019 - 03.2023
Janitor
Allied National Services
05.2018 - 03.2020
Customer Service Supervisor
Walmart Superstore
04.2017 - 06.2019
Optician
Walmart Superstore
07.2013 - 04.2017
Habilitation Coordinator
Capstone Services
12.2008 - 04.2011
High School Diploma -
New Horizons