Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Eboni Perry

Dallas,TX

Summary

Dynamic Benefit Specialist at United Healthcare with proven expertise in claims processing and customer education. Adept at resolving complex inquiries and enhancing customer satisfaction through effective communication and problem-solving skills. Committed to empowering clients to maximize their health benefits while fostering strong relationships across teams. Passionate about delivering innovative solutions in a fast-paced environment.

Overview

11
11
years of professional experience

Work History

Benefit Specialist

United Healthcare
01.2022 - Current
  • Respond to and resolve customer service inquiries and issues on the first call by identifying the topic and type of assistance the caller needs, such as benefits, eligibility, claims, financial spending accounts, and correspondence.
  • Help guide and educate customers about the fundamentals and benefits of consumer-driven health topics, to include managing their health and well-being by selecting the best benefits plan options, maximizing the value of their health plan benefits, and choosing a quality care provider.
  • Intervene with care providers (doctor's office) on behalf of the customers to assist with appointment scheduling or connections with internal specialists for assistance when needed.
  • Assist customers in navigating myuhc.com and other UnitedHealthcare Group websites, and encourage and reassure them to become self-sufficient.
  • Research complex issues across multiple databases, and work with support resources to resolve customers' issues, and/or partner with others to resolve escalated issues.
  • Provide education and status on previously submitted pre-authorizations or pre-determination requests.

Escalation Representative

Ally Financial
01.2020 - 09.2021
  • Handle and de- escalate complex consumer and/ or dealer phone calls on the Consumer Solutions Team (CST) or Dealer Assist Team (DAT)
  • Conduct extensive research and provide analysis and solutions to recurring or unusual problems
  • Complete assigned consumer and dealer fulfillment with established turnaround time
  • Handled escalated Account Executive and dealer email request
  • Engage multiple departments and value streams to expedite urgent requests
  • Build solid peer-to-peer relationships in a team environment to meet operational needs
  • Communicate effectively and clearly with matrix partners to expedite urgent request for exception processing
  • Maintain strong commitment and focus on customer satisfaction
  • Actively engage with customer to anticipate opportunities and identify solutions
  • Exercise strong problem-solving skills with timely follow-up and actions

Collections Representative

Ally Financial
05.2017 - 12.2019
  • Trainer for new employees
  • Managed high volume of inbound and outbound calls from customers seeking assistance with various aspects of their auto loans
  • Used effective questioning techniques to clarify why debtors were delinquent.
  • Tracked and reported on collections activity and performance metrics to management.
  • Utilized skip tracing resources to complete background checks and loan documents.
  • Processed payments over phone and set up recurring drafts.
  • Explain interest calculations of payment structures to customers, helping them gain clarity on their loan terms and the cost of borrowing.
  • Negotiated payment plans with delinquent account holders to facilitate debt resolution.
  • Handled account related inquiries such as balance inquiries, account status, and payment history

Account Manager

Concorde Auto
04.2014 - 05.2016
  • Collect financial data for applicants.
  • Research clients' credit, income, and assets while performing risk management.
  • Prepared closing auto loan documents for signatures, and ensured the lending process meets legal requirements.
  • Payment processing using ACH, debit/credit, and cash transactions.
  • Investigating and evaluating insurance claims related to the 'gap' between a vehicle's market value and the outstanding loan amount.
  • Produced sales documents, finalized deals and filed records.
  • Reviewed accounts for signs of fraud and non-payment issues.
  • Submitted delinquent accounts to collections department or outside resources.
  • Assessed risks and application details for clients to compare data against standard loan approval and denial structures, minimizing risk and maximizing business returns.
  • Answered incoming inquiries to discuss credit report information with subscribers.

Education

Diploma -

Skyline High School
Dallas, TX
01.2008

Some College (No Degree) - Social Work, Social Psychology

Texas Southern University
Houston, TX

Skills

  • Microsoft Office Suite
  • MS Word
  • MS Excel
  • MS PowerPoint
  • Communication skills
  • Presentation skills
  • Problem solving
  • Teamwork
  • Innovation
  • Leadership
  • Diplomatic skills
  • Motivational skills
  • Adaptability
  • Decision-making
  • Claims processing
  • Customer education
  • Eligibility determination
  • Effective communication
  • Team collaboration
  • Research skills
  • Negotiation skills
  • Flexible spending accounts
  • Verbal and written communication
  • Critical thinking
  • Attention to detail

Accomplishments

  • 2014-2016 Top 3 Collector and document processor.
  • 2018-2019 Trainer of the year
  • 2018- 2019 Metrics Rep of year

Timeline

Benefit Specialist

United Healthcare
01.2022 - Current

Escalation Representative

Ally Financial
01.2020 - 09.2021

Collections Representative

Ally Financial
05.2017 - 12.2019

Account Manager

Concorde Auto
04.2014 - 05.2016

Diploma -

Skyline High School

Some College (No Degree) - Social Work, Social Psychology

Texas Southern University

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Eboni Perry