Desiree Sanderson
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Health industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
1
1
Certification
Work History
ADVOCATE MEMBER SERVICE REPRESENTATIVE
UnitedHealth Group
12.2021 - Current
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Reviewed history records to determine benefit eligibility for services.
- Processed claims according to established quality and production standards and made corrections and adjustments to solve problems.
- Checked documentation for appropriate coding, catching errors and making revisions.
- Maintained strong knowledgebase of product options and sales promotions to better serve every customer.
- Consulted with customers regarding needs and addressed concerns.
DATA ANALYST INTERN
Abbot Laboratories
05.2021 - 12.2022
- Executed system configurations based on specific SPA business requirements.
- Followed all confidentiality rules to preserve data quality and reduce the chance for information compromise.
- Collected, tracked and evaluated current business and market trend data.
- Took direction and followed through on tasks within parameters of project and timeline.
- Assessed data and issues and directed concerns to business unit leadership.
- Prepared Business Requirement Documents (BRDs) to provide scope of work for technical team.
SUPERVISOR
Bank of America
05.2020 - 05.2021
- Resolved customer complaints and adjusted policies to meet changing needs.
- Complied with company policies, objectives and communication goals.
- Coached and mentored 250 staff members through constructive feedback to develop long-term career goals.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
DISPATCHER
Mitchell Towing & Wrecker
12.2017 - 03.2020
- Answer phones and dispatch calls in a high paced environment.
- Update customers and drivers on calls and estimated arrival times.
- Collaborated with insurance companies to verify members for covered services.
- Control tense situation with customers.
COLLECTIONS REPRESENTATIVE
BB&T
09.2015 - 06.2017
- Effectively managed a high-volume of inbound and outbound customer calls.
- Addressed and resolved customer product complaints empathetically and professionally.
- Defused volatile customer situations calmly and courteously.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
- Maintained friendly and professional client interactions at all times.
- Continued education on current banking products and services through University Services.
Transworld System Inc
08.2013 - 05.2015
- Communicate with debtors by telephone and approved written correspondence to attempt to bring resolution to unpaid accounts.
- Provide thorough, efficient, and accurate account updates on computer files for each call made or received.
- Demonstrate effective skip tracing techniques by locating debtor contact information.
- Counsel delinquent account debtors to assist in finding funds to meet debt obligations.
- Knowledge, understanding, and compliance with all applicable Federal, State, and Local laws and regulations that regulate the collection industry.
- Knowledge, understanding, and compliance with NCO policies and procedures.
- Provide feedback to management concerning possible problems or areas of improvement.
- Make recommendations to implement improved processes.
- Perform other duties as assigned by.
Education
Accounting - undefined
University of Phoenix
01.2016
Science - undefined
Pierce College
01.2013
Intro to Human Services Phase I Income Maintenance Caseworker Phase II - undefined
Robeson Community College
01.2017
Skills
- Organization
- Critical thinking
- Collaboration
- Microsoft Office
- Reliable and trustworthy
- People skills
Certification
- Federal Certified Collector
- Certified Computer Office Assistant
- Customer Service-Orientated
- Team Building
- Collections
- Excellent Communication skills
- Account Payable
Additional Information
Highly motivated and skilled professional seeks career advancement with dynamic, high growth organization that welcomes fresh ideas, initiative, dedication, and experience. Client service expert demonstrates leadership and teamwork in a multi-tasking environment: collections. Exceptional skill demonstrated when working under high pressure. Extremely focused and motivated to achieve in a fast-paced setting.
Timeline
ADVOCATE MEMBER SERVICE REPRESENTATIVE
UnitedHealth Group
12.2021 - Current
DATA ANALYST INTERN
Abbot Laboratories
05.2021 - 12.2022
SUPERVISOR
Bank of America
05.2020 - 05.2021
DISPATCHER
Mitchell Towing & Wrecker
12.2017 - 03.2020
COLLECTIONS REPRESENTATIVE
BB&T
09.2015 - 06.2017
Transworld System Inc
08.2013 - 05.2015
Accounting - undefined
University of Phoenix
Science - undefined
Pierce College
Intro to Human Services Phase I Income Maintenance Caseworker Phase II - undefined
Robeson Community College
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