Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Heather Irving

Lancaster,TX

Summary

Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value. Dedicated Senior Representative with 5 years of experience in providing superb customer service. Expert in establishing rapport by listening to customers and understanding specific needs. Manage consistent one-call resolution to offer prompt and streamlined service.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Senior Customer Service Representative

United Healthcare Group
Remote
07.2022 - 02.2024
  • Handled difficult situations with tact, diplomacy, and professionalism.
  • Provided technical support to customers via phone, email, and chat.
  • Responded promptly to inquiries from customers about products or services.
  • Assisted customers by answering questions, addressing concerns and providing current account information.
  • Educated customers about products, pricing and policies to address and resolve issues.
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.

CUSTOMER SERVICE REPRESENTATIVE

Harte Hanks LLC
Remote
03.2022 - 07.2022
  • I handled high call volume, taking around 60-90 incoming calls a day, while keeping high QA scores
  • With HBOMAX, handled billing, sign-in issues, and technical issues
  • Was able to assist our members, with an understanding, positive and respectful attitude
  • While working with BCBS Federal, I assisted members with general questions, while following HIPPA laws and keep information private and secure
  • I was able to help irate members while remaining positive, calm and still being able assist with their questions and concerns
  • Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
  • Responded to telephone inquiries and complaints following standard operating procedures
  • Greeting customers by name and displaying respectful attitude, while helping to develop rapport with our customer base and building a lasting relationship
  • Met daily customer service quotas with focus and quality.

INTERVIEWER

Dyanta
Remote
03.2022 - 07.2022
  • Demonstrated effective communication skills when conducting telephone interviews, utilizing active listening techniques to ensure accuracy of information collected
  • Developed strong relationships with customers through positive interactions during interviews
  • I was able to developed strong relationships with customers through positive interactions during interviews.

NANNY

Kuglar Family
Plano, Tx
10.2018 - 09.2019
  • I cared for a toddler from the age 15 months to 25 months
  • Our days were filled with lots of outdoor activities; from daily park adventures to going to see and learn about animals at the zoo
  • When we weren't exploring the outside world, we were reading our favorite books, coloring with crayons or painting with our hands
  • We enjoyed flash cards, learning the alphabet, numbers and colors
  • Aside from caring for the little one, I did light-housekeeping, child's laundry and dishes.

NANNY

Vadyala Family
Midland, Tx
11.2016 - 08.2018
  • I cared for a newborn until she was 21 months old and occasionally her 6-year-old sister
  • I implemented a sleep schedule, daily routine and meal prepping as both parents had demanding jobs
  • Until the youngest was old enough for outings our days consisted of reading books, flashcards, playing in the backyard, finger painting, and daily walk until she was one year old
  • After she turned one, we started swimming class, we went on playground adventured, children's gym, trips to the museum and library for story time
  • I helped the parents with bedtime and on the weekend when the parents went out of town for work.

Education

ASSOCIATE IN SCIENCE (A.S.) IN BILLING AND CODING CANDIDATE -

Ultimate Medical Academy
04.2024

Skills

  • Microsoft Excel
  • Microsoft PowerPoint
  • Multi-Line Phone Talent
  • Microsoft Outlook
  • Problem-Solving Ability
  • Computer Proficiency
  • Customer Relations
  • Active Listening
  • Technical Support
  • Membership Renewals
  • Call Control
  • Team Monitoring
  • Returns and Exchanges
  • SOP Writing
  • Payment Processing
  • Quality Assurance
  • Customer Support
  • De-Escalation Techniques

Certification

  • Cpr/First Aid Certification
  • CPC Certification

Timeline

Senior Customer Service Representative

United Healthcare Group
07.2022 - 02.2024

CUSTOMER SERVICE REPRESENTATIVE

Harte Hanks LLC
03.2022 - 07.2022

INTERVIEWER

Dyanta
03.2022 - 07.2022

NANNY

Kuglar Family
10.2018 - 09.2019

NANNY

Vadyala Family
11.2016 - 08.2018

ASSOCIATE IN SCIENCE (A.S.) IN BILLING AND CODING CANDIDATE -

Ultimate Medical Academy

Similar Profiles

CREATE PROFILE
Heather Irving