Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Eunice Ann Robinson

Charlotte

Summary

Experienced in managing member interactions and inquiries with a strong emphasis on satisfaction and retention. Utilizing effective communication and problem-solving skills to address and resolve member issues efficiently. Possessing knowledge of CRM systems and best practices to ensure accurate service delivery.

Overview

40
40
years of professional experience
1
1
Certification

Work History

Member Service Agent II

GoHealth Charlotte
03.2021 - 05.2025
  • Assist member with Benefit review to locate a plan that fits there health needs.
  • Call Quality monthly average 99.8%
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.

Customer service

Quantum 3 Media
09.2019 - 03.2021
  • Review Medicare and Life Insurance options
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered prompt service to prioritize customer needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Customer Representative

Optum Behavioral Healthcare
11.2018 - 07.2019


  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.

Customer service

AARP Membership
07.2016 - 11.2018
  • Process membership request and schedule member activities
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Reduced call resolution time through efficient problem-solving and communication skills.

Project Implementation

Bank of America
03.1985 - 03.2015
  • Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
  • Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
  • Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
  • Kept projects on schedule by managing deadlines and adjusting workflows.
  • Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
  • Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
  • Prepared meeting agendas and minutes for distribution and record keeping.
  • Created job files for each project and maintained current data in each file.
  • Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
  • Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
  • Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.

Education

High School Diploma -

East Mecklenburg
Charlotte, NC
06-1981

Skills

  • Patience and tolerance
  • Professionalism and courtesy
  • Building rapport
  • Social perceptiveness

Accomplishments

  • Supervised team of 18 staff members.
  • Resolved product issue through consumer testing.

Certification

  • North Carolina Medicare and Medicaid License
  • Licensed with several Insurance companies in several states

Languages

English
Native or Bilingual

Timeline

Member Service Agent II

GoHealth Charlotte
03.2021 - 05.2025

Customer service

Quantum 3 Media
09.2019 - 03.2021

Customer Representative

Optum Behavioral Healthcare
11.2018 - 07.2019

Customer service

AARP Membership
07.2016 - 11.2018

Project Implementation

Bank of America
03.1985 - 03.2015

High School Diploma -

East Mecklenburg

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Eunice Ann Robinson