GWENDOLYN ALBRITTON
Customer Service/Administrative Assistant
Dallas,TX
Summary
Qualified Senior Customer Operations Specialist strongly focused on customer service. Excel at prioritizing, completing multiple tasks simultaneously, and following through to achieve project goals. CORE QUALIFICATIONS Familiarity with safety management and medical software Logical Analysis Superior attention to detail thoughtful planning effective time management scheduling and coordinating metrics surpasses all goals required Leadership & Communication In-depth organization skills
Overview
11
11
years of professional experience
Work History
Senior Correspondence Specialist
ADT Security Services
01.2020 - Current
- Interpret, explain and enforce department policies and procedures
- Write and compose paper letters for damaged claims, merchandise, product information, credits, delinquent accounts, and incorrect billing
- Dispatch service workers to field for repairs; alert field service workers of issues relating to safety
- Oversee customer financial accounts and process customer adjustments
- Handles situations which require adaptation of response or extensive research according to customer response
- Operate and troubleshoot computer system and application problems (Insight, Master mind, Corrigo, Service channel and Esuite/Esecure).
- Multi-tasked and tracked multiple priorities in fast-paced environment.
Specialized Tech Representative
T-Mobile
01.2016 - 01.2020
- Master account management and uncover best solutions in any situation
- Regularly requires deviation from stand screens, scripts, and procedures
- Maintain log of problems so that recurring problems can be reported to product development
- Handles problem resolution which may require follow-up and/or escalation to higher level of expertise
- Partnered with upper management to create unforgettable customer experience
- Analyzes non-routine problems with nonfunctioning electro/mechanical equipment or software applications to identify problem area (s) and recommended corrective action.
Senior Customer Service Representative
UnitedHealthcare PDP
01.2013 - 01.2016
- Handled escalated calls, resolving more complex customer issues in one and done matter
- Subject matter expert for other team members or internal customers
- Provide expertise or general claims support by reviewing, researching, investigating, negotiating, processing and adjusting claims
- Research complex issues (such as Medical, Dental, Flex Spending, Pharmacy, etc.) across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
- Assist customers in navigation myuhc.com and other UnitedHealth group websites
- Provide education and status on previously submitted pre-authorizations requests.
Education
Certified Medical Assistant: Graduated -
Remington College
Garland, TX2012
High School Diploma - undefined
West Mesquite High School
Mesquite, TX2001
Skills
- Commentary Writing
- Client Correspondence
- Evaluate Leads
- Voiceover Writing
- On-Camera Skills
- Inquiry Response
- Daily Reporting
- Critical Thinking
- Reading Comprehension
- Researching
- Correspondence Writing
Timeline
Senior Correspondence Specialist
ADT Security Services
01.2020 - Current
Specialized Tech Representative
T-Mobile
01.2016 - 01.2020
Senior Customer Service Representative
UnitedHealthcare PDP
01.2013 - 01.2016
Certified Medical Assistant: Graduated -
Remington College
High School Diploma - undefined
West Mesquite High School
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