Summary
Overview
Work History
Education
Skills
Certification
Timeline
References
Hi, I’m

Florence Collins

Greensboro,NC
Florence Collins

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

18
years of professional experience
1
Certificate

Work History

United Healthcare

Customer Service Advocate
10.2016 - 05.2025

Job overview


  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
  • Maintained a positive work environment, fostering team collaboration and continuous improvement.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Promoted superior experience by addressing customers concerns with web tech support. Ensuring member were able to access the web site or the phone app.
  • Promoted superior experience to new hires by assisting with there on the job training, until they were ready to go on the floor and take live calls.
  • Promoted superior experience during open enrollment by travel to different cities to help new customers understand their benefits and help them to enroll for the upcoming year.

Novitex Enterprise/ AON Hewitt

CUSTOMER SERVICE TEAM LEAD
04.2007 - 09.2016

Job overview

  • Maintain the day-to-day operations
  • Budget expenses for seven offices and wasunder budget every quarter.
  • Invoicing, faxing and keeping detailed spreadsheets of expenditures
  • New hire orientation and badgeing for all new hires.
  • Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
  • Scanning and input of data
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Received all incoming and outgoing mail and UPS, FED EX package's and delivered to appropriate person / departments
  • Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
  • Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
  • Streamlined processes for faster issue resolution, resulting in increased customer loyalty.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Managed high-performing customer service team, consistently exceeding company performance benchmarks.
  • Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.
  • Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
  • Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
  • Assisted management in hiring decisions by conducting interviews with prospective candidates and evaluating their suitability for the Customer Service Team Lead role effectively.
  • Developed innovative solutions to recurring customer issues, minimizing repeat calls and enhancing overall satisfaction levels.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Enhanced team productivity by providing ongoing training and coaching to Customer Service Representatives.
  • Coordinated shift schedules efficiently to ensure adequate coverage during peak hours without compromising service quality.
  • Checked status of orders and back-ordered products to coordinate efficient shipments.
  • Evaluated customer service staff performance and provided constructive feedback.
  • Reduced expenses by renegotiating vendor contracts to eliminate waste and boost cost savings
  • Promoted business' development by building and maintaining relationships with new clients.
  • Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
  • Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.
  • Examined incoming inventory, merchandised shelves and prevented shrinkage.
  • Educated staff on strategies for handling difficult customers and challenging situations.
  • Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
  • Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
  • Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
  • Conducted regular staff meetings to discuss customer service issues and potential solutions.
  • Assign work assignments and its completion
  • Career development / coaching of staff
  • Payroll
  • Increase productivity
  • Promote new business, and training of staff
  • Reduce cost and improve customer satisfaction
  • Develop site to meet or exceed the customer objectives
  • CAFM software (Floorplans)

Education

Grimsley Sr.

High School
01.1987

University Overview

Skills

  • Call center experience

  • Appointment setting

  • Technical support

  • Microsoft outlook

  • Order fulfillment

  • Call center operations

  • Staff education and training

  • CRM software

  • Shipping and receiving

  • Creative problem solving

  • Inbound and outbound calling

  • Member support

  • Customer service

  • Scheduling

  • Customer education

  • Appointment scheduling

  • Active listening

  • Prioritization

  • Team development

  • Service upselling

Certification

Six Sigma Black Belt Certified

Timeline

Customer Service Advocate
United Healthcare
10.2016 - 05.2025
CUSTOMER SERVICE TEAM LEAD
Novitex Enterprise/ AON Hewitt
04.2007 - 09.2016
Grimsley Sr.
High School

References

References
References Available upon request

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