Dorisha Hinson
Atlanta,GA
Summary
To obtain a challenging position that will enable me to leverage my strong organizational skills, educational background, and my service-oriented skill sets. By utilizing my proven leadership experience and problem-solving skills, I will help improve the customer service scores and client retention through effective training of team members, understanding customer needs, and attention to detail.
Overview
12
12
years of professional experience
Work History
Claims Adjuster
United Healthcare
Missouri City, Missouri
09.2021 - Current
- Utilized computer systems such as Microsoft Office Suite and specialized software programs used by the company.
- Discovered occurrences of insurance fraud or criminal neglect to avoid workplace liability.
- Collaborated with underwriting teams to provide insights on risk assessment and policy adjustments.
Pharmacy Benefit Manager Sr. CSA
OptumRx
04.2017 - 09.2021
- Manage high-volume customer calls while ensuring quick, accurate issue resolution.
- Handle day-to-day customer escalations, fostering trust and long-term relationships with clients.
- Provide precise information and guidance, utilizing various systems and tools to address Medicare/Medicaid claims.
- Conduct call audits and use reporting tools to analyze customer trends, improving service delivery.
- Monitor team performance, identify training needs, and implement corrective actions to elevate client satisfaction.
CS Team Lead
InComm
11.2014 - 11.2016
- Responsible for the efficient handling of inbound telephone and email inquiries
- Conduct extensive research using all available resources in order to fully resolve customer complaints and issues
- Accurately perform client data maintenance activities
- Provide clarity and context relative to suite of products offered by the business
- Comprehensively document call log information to help facilitate trend analysis by management team
- Provided daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
Operation Supervisor
Wilson Moving Company
01.2014 - 09.2014
- Manage a shift and/or segment of guarding operations at multiple sites at the direction of line management
- Performed inspections and ensures that post orders are being followed
- Manage a shift and/or segment of guarding operations at multiple sites, including supervision of subordinate officers and supervisory staff; ensures that personnel deliver high quality service
- Maintains and submits payroll records and other employee and business information; reviews client and company reports for accuracy and timeliness
- Provides input to company initiatives; promptly assists line management in the resolution of legal, financial, human resources, and administrative issues
Bank Teller
Wells Fargo
05.2013 - 12.2013
- Received checking and savings deposits: verified cash and endorsements, received proper identification for cash back, and issued receipts of deposit
- Examined checks deposited and determine proper funds availability based on regulation requirements and complete Hold Notices
- Cash checks: verify endorsement, receive proper identification, and ensure validity
- Identify counterfeit currency
- Answer basic customer inquiries regarding interest rates, service charges, and account histories while complying with disclosure requirements, regulations, and consumer privacy policies
- Cross-sell bank products and services
- Issue personal money orders and cashier’s checks, accept orders and payment for U.S
- Savings Bonds, and sell American Express Travelers Checks (single & multiple signers)
Education
Bachelor’s - Business Administration
Edward Waters University
Jacksonville, FL01.2017
Skills
- Leadership and Team Management
- Effective Problem Solving
- Strong Communication and Interpersonal Skills
- Client Relationship Management
- Process Optimization and Reporting
- Adaptability and Flexibil
References
Furnished upon request
Activities
- Active Member, Alpha Kappa Alpha Sorority Inc., 11/01/15, present
- Active Member, Bethel Baptist Church Youth Ministry, 01/01/14, present
- Active Member, National Honors Society, 05/01/11, 06/01/12
Timeline
Claims Adjuster
United Healthcare
09.2021 - Current
Pharmacy Benefit Manager Sr. CSA
OptumRx
04.2017 - 09.2021
CS Team Lead
InComm
11.2014 - 11.2016
Operation Supervisor
Wilson Moving Company
01.2014 - 09.2014
Bank Teller
Wells Fargo
05.2013 - 12.2013
Bachelor’s - Business Administration
Edward Waters University