Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Timeline
Generic

Gladys Cox

Sebring,FL

Summary

Personable, and dedicated, with extensive experience in the insurance industry. Solid team player with upbeat, positive attitude, and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction, and contribute to company success. Articulate, enthusiastic, and results-oriented, with demonstrated passion for building relationships, and cultivating partnerships. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised, and quickly mastering new skills. Looking for a new role where hard work, and dedication will be highly valued.

Overview

25
25
years of professional experience

Work History

Roster Manager SME

UnitedHealthcare
Minneapolis, MN
03.2010 - Current
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Exercised good judgment and decision-making in escalating concerns and resolving issues.
  • Recognized by management for providing exceptional customer service.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.

Provider Data Specialist SME

UnitedHealth Group
Minneapolis, MN
04.2004 - 03.2010
  • Reviewed provider data submissions to ensure accuracy and completeness of information.
  • Ensured that all changes made to existing records were properly documented and reflected accurately in the system.
  • Utilized various databases and tools to validate provider information such as licenses, certifications.
  • Collaborated with other departments to ensure accurate representation of provider data in the system.
  • Maintained up-to-date records of all providers in the system, including contact information and qualifications.
  • Provided technical assistance to team members regarding the use of software programs related to provider data management.
  • Responded promptly and professionally to customer inquiries via phone or email pertaining to their specific needs.
  • Performed thorough data analysis on provider demographics to identify trends or discrepancies.
  • Interfaced with vendors outside of the organization when necessary in order to obtain additional information about providers.
  • Developed processes for verifying provider credentials with external sources.
  • Assisted in developing training materials for staff members involved in managing provider data.
  • Researched and resolved complex inquiries from internal stakeholders regarding provider data.
  • Detected and resolved data quality issues and discrepancies for integrity and quality control.
  • Provided training sessions for new employees at the SME.
  • Managed customer relations by responding promptly to inquiries, complaints, and feedback.

Customer Service Representative

UnitedHealth Group
Minneapolis, MN
07.1999 - 03.2003
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Consulted with customers to resolve service and billing issues.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Improved customer service wait times to mitigate complaints.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Education

High School Diploma -

Morehead Senior High
Eden, NC
06-1986

Skills

  • Policy Implementation
  • Workforce Management
  • Complex Problem-Solving
  • Customer Relationship Management (CRM)
  • Verbal and Written Communication
  • Time Management
  • Contract Management
  • Business Administration

Affiliations

I enjoy crocheting, singing, cooking, the beach, the mountains, reading, traveling, being with family, and friends.

Accomplishments

  • 2022 Service Hero Nominee
  • During my time with customer service, I took the most calls, over 30,000 calls a month
  • As a data loader I had the best quality, and completed the most loads out of our team

Timeline

Roster Manager SME

UnitedHealthcare
03.2010 - Current

Provider Data Specialist SME

UnitedHealth Group
04.2004 - 03.2010

Customer Service Representative

UnitedHealth Group
07.1999 - 03.2003

High School Diploma -

Morehead Senior High
Gladys Cox