DEMETRIA JIMMERSON
SR Team Lead
Summary
To obtain a secure and challenging position that will allow me to serve in a competitive, innovative and creative environment. Proven results in exceptional customer service, effectively managing multiple, high-priority projects/assignments with strong problem solving, communication, organization and time-management skills. An energetic, innovative and organized individual who leads by example. Exceptional problem solving, communication, organizational and time management skills Proficient in Microsoft Office Products Planning and Organizing Excellent verbal and written skills Decision-making, adaptability, teamwork, confidentiality, and attention to detail Team building/Leadership Records Management Project Management Microsoft Office Data Entry Customer Complaint Resolution Customer Responsiveness Detail Oriented High productivity level with attention to detail Hardworking Team Leader with experience in High call volume environments. Knowledgeable in analysis, implementation and corrective planning. Engaging and motivational supervisor skilled at training, coaching and developing high-performing employees.
Overview
10
10
years of professional experience
Work History
Senior Team Lead
ConnectYourCare/Optum Financial/UnitedHealthcareGP
Remote
10.2022 - Current
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Handles all incoming phone calls and identifies / assess customers' needs accurately and timely regarding potential third party liability.
- Solves problems systematically, using sound business judgment.
- Recommends customer service strategies and related improvements / enhancements.
- Maintains timely, accurate documentation for all phone call interactions.
- Consistently meets established productivity, schedule adherence, and quality standards.
- Seeks involvement in continuous quality and process improvement initiatives when warranted.
Cobra Specialist
ConnectYourCare/Optum Financial/UnitedHealthcareGP
Remote
12.2021 - Current
- Observed strict procedures to maintain data and plan participant confidentiality.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Customer Service Representative
ConnectYourCare/Optum Financial/UnitedHealthcareGP
Remote
12.2020 - Current
- Research and provide written responses to customer via Outlook emails
- Develop comprehensive knowledge of regulations regarding FSAs, HRAs, HSAs and COBRA utilizing resources such as EBIA manuals, ECFC releases and industry blogs/newsletters
- Review and interpret legislative changes and provide understandable written overview to internal staff and clients
- Develop thorough understanding of required non-discrimination testing, run tests and provide answers to client questions
- Develop understanding of and become proficient in preparation of plan documents
- Assist in preparation of written client and business partner informational releases regarding regulations, plan updates, action needed, deadlines, etc
- Maintain easy to use compliance related resource materials for internal staff members.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Representative
Dufresne Spencer Group
Memphis, TN
02.2018 - 05.2020
- Providing amazing customer service via phone and email
- Utilize research, analytical, and problem-solving skills to respond and resolve questions or problems pertaining to customer's order
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Coordinated efficient product deliveries to meet customers' demands.
- Operated office-type machinery and binding equipment to efficiently support retail customers.
- Fulfilled customers' special requests for merchandise and delivery times.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
CAREGIVER
SUPPORT SOLUTIONS
09.2013 - 01.2017
- Interpersonal skills, including exceptional patience, listening skills and communication skills
- Communicating with families, co-workers and supervisors regarding patient's care
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Built strong relationships with clients to deliver emotional support and companionship.
Education
General Education Associate Degree -
Southwest Community College
Memphis, TN 08.2017 - 2020.05
Skills
Key performance indicators
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Team Lead
ConnectYourCare/Optum Financial/UnitedHealthcareGP
10.2022 - Current
Cobra Specialist
ConnectYourCare/Optum Financial/UnitedHealthcareGP
12.2021 - Current
Customer Service Representative
ConnectYourCare/Optum Financial/UnitedHealthcareGP
12.2020 - Current
Customer Service Representative
Dufresne Spencer Group
02.2018 - 05.2020
General Education Associate Degree -
Southwest Community College
08.2017 - 2020.05
CAREGIVER
SUPPORT SOLUTIONS
09.2013 - 01.2017
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