Heather Turner
Freeport,IL
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
9
9
years of professional experience
Work History
Scheduler
Optum
01.2022 - Current
- Provided support to veterans by scheduling medical appointments with facilities
- Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments
- Tracked all booked and arrived appointments for patients generated through outreach efforts
- Worked with management team to identify and forward potential Quality of Care complaints
- Placed about 30 Outbound calls a day and would take about 10 IB calls a day
Retail Shopper
Instacart
01.2017 - 01.2023
- Shopped for consumers every day needs and then delivered their items to them personally
- Communicated with each consumer via text
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up
- Reviewed customer orders closely to locate desired items and checked app regularly to identify changes
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers
- Demonstrated speed and accuracy in order item selection
- Worked productively with customers to meet order requirements and service expectations
Re-underwriter
KForce
01.2019 - 01.2020
- Processed home inspections that needed to be re-underwritten for renewals
- Started a pilot program that ran for four months for the insureds that had fallen off payroll deduct
- Documented underwriting decisions and provided evidence of compliance with applicable regulations
- Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions
- Made approval and denial recommendations by determining accurate risk levels
- Managed a pipeline of 40-50 inspections a month
Customer Service Representative
Sentry
01.2017 - 01.2018
- Provided inbound phone support for policy holders that needed to make a change on their auto policy
- Managed approximately 60 incoming calls from customers per day
- Also, processed payments and sent out new documents and ID cards
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Responded to customer requests for products, services, and company information
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
Client Coordinator
Aerotek
01.2017 - 01.2017
- Assigned medical records to different providers for 2nd review and for peer-to-peer calls with treating provider
- Processed reports once they came back in from provider and uploaded them so insurance company requesting them had them in a timely manner
- Also made sure that all companies stayed in compliance.
- Enhanced client satisfaction by promptly addressing concerns and providing personalized solutions
Customer Care Specialist
Humana
01.2016 - 01.2017
- Provided phone support to members regarding their dental plans and their supplemental benefits
- Managed approximately 80 incoming calls from customers every day with positive attitude and focus on customer satisfaction
- Verified accuracy of customer account information and updated when necessary
- Took ownership of customers issues to follow problems through to resolution
- Provided customers with detailed information on company products, services and materials
- Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure
Education
High School Diploma -
Cottonwood High School
Salt Lake City, UT06.1991
Skills
- Type 65wpm
- Dental Terminology
- Team player
- Excellent time management skills
- Conflict management
- Medical Terminology
- Customer Contact
- Data Entry
- Attention to Detail
- Strong Work Ethic
- Computer Skills
- Critical Thinking
Timeline
Scheduler
Optum
01.2022 - Current
Re-underwriter
KForce
01.2019 - 01.2020
Retail Shopper
Instacart
01.2017 - 01.2023
Customer Service Representative
Sentry
01.2017 - 01.2018
Client Coordinator
Aerotek
01.2017 - 01.2017
Customer Care Specialist
Humana
01.2016 - 01.2017
High School Diploma -
Cottonwood High School
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