ELISABETH WASILEVICH
Lindale,USA
Summary
A dedicated customer support specialist with over ten years of experience in healthcare, retail, and in-home services, committed to delivering exceptional client-focused service. Skilled in benefits navigation, claims and case resolution, de-escalation, and coordinating resources for members with complex needs. Recognized for clear, compassionate and empathetic communication, strong documentation habits, and consistent performance in fast-paced, high-volume and remote environments.
Overview
5
5
years of professional experience
Work History
Personal Shopper/ Courier
04.2024 - 04.2026
- Provided personalized shopping and delivery services with a focus on accuracy, quality selection, and timely fulfillment.
- Built strong rapport with recurring customers through reliability and excellent communication.
- Navigated multiple store layouts efficiently and resolved order issues independently.
Government Customer Operations Advocate
UnitedHealthcare
10.2022 - 04.2024
- As a customer relations specialist, I supported Medicare, Medicaid, and D-SNP members through the Advocate4Me program, resolving complex benefits and care-navigation issues via phone and documentation systems.
- Explained plan benefits and eligibility, researched claims status, and coordinated next steps to drive first-call resolution when possible.
- Completed outbound health assessments and new-member welcome calls, confirming understanding of coverage and available programs.
- Arranged PCP and specialist appointments, located in-network providers, and organized care resources to reduce barriers to access.
- Utilized collaboration as needed to ensure timely, accurate resolution.
- Connected members to community resources for social determinants of health (food, transportation, housing, utilities), documenting referrals and follow-through.
- Handled PHI with accuracy and discretion, maintaining compliance standards while delivering calm, empathetic support.
- Consistently met productivity and quality expectations in a fully remote environment requiring strong self-management and prioritization.
Guest Service Representative (GSR)
Nothing Bundt Cakes
The Woodlands, TX
11.2020 - 01.2021
- Delivered friendly, efficient service at the register and by phone, ensuring a positive guest experience.
- Managed front-of-house operations including product display, order intake, and customer inquiries.
- Assisted with back-of-house tasks including cake decoration, order preparation, and inventory organization.
Education
Some College (No Degree) - General Studies
Wharton County Junior College
Sugar Land, TXSome College (No Degree) - Psychology
Grossmont College
El Cajon, CASome College (No Degree) - Psychology
Lone Star College System
The Woodlands, TXSkills
- Outbound and Inbound Customer Service & Member Support (Phone/Email)
- Case Management & Issue Resolution
- De-escalation & Conflict Resolution
- Benefits Eligibility, Claims & Appeals Support
- In-Network Provider Search & Appointment Scheduling
- Documentation Accuracy & HIPAA/ PHI Awareness
- Clear and Concise Written & Verbal Communication
- High-Volume Workload Management
- Remote Work, Time Management & Self-Direction
- Cross-Functional Collaboration
- Training, Coaching & Process Improvement
- Active Listening To Address Gaps In Care
Tools And Systems
- CRM/Member platforms (e.g., call center and case management systems)
- Microsoft Office (Outlook, Word, Excel)
- Teams/Zoom
- Multi-line phone systems (Genesys)
Timeline
Personal Shopper/ Courier
04.2024 - 04.2026
Government Customer Operations Advocate
UnitedHealthcare
10.2022 - 04.2024
Guest Service Representative (GSR)
Nothing Bundt Cakes
11.2020 - 01.2021
Some College (No Degree) - General Studies
Wharton County Junior College
Some College (No Degree) - Psychology
Grossmont College
Some College (No Degree) - Psychology
Lone Star College System