Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Emily Vecchio

Pocatello,ID

Summary

Energetic professional with years of experience in customer service and insurance industry. Punctual, tech-savvy employee dedicated to following guidelines, procedures and protocols to avoid mishaps. Considered to be a valuable and hardworking employee by supervisors and peers.

Overview

4
4
years of professional experience

Work History

United Healthcare Team Leader

Concentrix
Pocatello, ID
11.2021 - 02.2023
  • Promoted to leadership position in recognition of strong work ethic and exceptional customer service.
  • Managed a team of 20-30 full-time member service advocates.
  • Conducted regular performance reviews to assess individual team member progress.
  • Maintained a positive work environment that promoted collaboration between team members.
  • Offered training and support to keep team members motivated and working toward objectives.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Participated in regular meetings with senior leadership to provide updates on team progress.
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Established clear expectations for employees, providing guidance when needed.
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Monitored operations and reviewed records and metrics to understand company performance.
  • Organized client meetings to provide project updates.
  • Audited Agents grievance documents to verify compliant policies and procedures were followed before submission.
  • Worked closely with human resources to support employee management and organizational planning.
  • Completed daily review of agent timekeeping to ensure productivity and alignment with agreements for break/lunch standards.
  • Reviewed each team members daily hours multiple times weekly to ensure correct compensation upon each pay period.

United Healthcare Subject Matter Expert

Concentrix
Pocatello, ID
04.2019 - 11.2020
  • Mentored junior staff members on best practices related to performance during daily member interaction and implementation of required materials.
  • Managed complex customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
  • Analyzed existing processes and procedures to identify opportunities for improvement.
  • Created detailed reports on project progress, metrics, and results on junior staff members for Team Leaders to review.
  • Oversaw junior agents during their transition from training to production with the goal to improve workflows and reduce turnaround times.
  • Offered mentorship to junior agents, Implemented goals for them to take advantage of their strengths, and grow a carreer within the company.

United Healthcare Customer Service Advocate

Concentrix
Pocatello, ID
01.2019 - 04.2019
  • Greeted customers and provided prompt, courteous service.
  • Verified accuracy of customer data entered into the system.
  • Ensured compliance with company guidelines and HIPPA standards when dealing with customers' accounts or policies.
  • Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
  • Developed strong relationships with clients by providing exceptional customer service.
  • Navigated computer system to look up customer information and update policies.
  • Asked probing questions and offered solutions to resolve customer issues.
  • Assisted with resolving complex claims or billing disputes in a timely manner.

Education

GED -

Rigby High School
Rigby, ID
11-2012

Skills

  • Client Service
  • Time Management
  • Documentation and Reporting
  • Complaint Resolution
  • Team Supervision
  • Mentoring
  • Attention to Detail
  • Complex Problem-Solving
  • Conflict Resolution
  • People Management

Accomplishments

  • Scored in the 99th percentile for GED testing in 2012.
  • Ranked #1 Team Lead for multiple months while in leadership position. Rank was determined based on overall team productivity, performance, adherence to set metric standards, weekly attendance, and member satisfaction reviews.

Timeline

United Healthcare Team Leader

Concentrix
11.2021 - 02.2023

United Healthcare Subject Matter Expert

Concentrix
04.2019 - 11.2020

United Healthcare Customer Service Advocate

Concentrix
01.2019 - 04.2019

GED -

Rigby High School

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Emily Vecchio