Holly Blum
Tucson,AZ
Summary
Seeking a challenging management and mentor role in a well regarded company.
A skilled and effective customer service professional with over 15 years supervisory experience.
Overview
22
22
years of professional experience
Work History
Member Experience Specialist II
A3 Smart Home
Tucson, AZ
06.2021 - Current
- Enhanced member experience by implementing personalized service strategies and addressing individual Member needs.
- Boosted membership retention rates through consistent follow-up and timely resolution of concerns.
- Serviced high volume of calls while providing a excellent Member Experience.
- Presented feedback to management on Member Experience trends and improvement areas.
- Confirmed excellent customer service by quickly resolving Member concerns.
- Collaborated with MX team to achieve seamless Member experience.
- Handled Member inquiries and complaints and resolved issues to Members satisfaction.
- Exercised composure under pressure and in escalated customer service scenarios.
- Provided exceptional customer service to diverse clientele even in high-stress environments.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Served as an advocate for Members within the organization, championing their interests during internal discussions about program development or policy changes.
- Participated in regular team meetings focused on sharing best practices and identifying opportunities for further enhancements to the overall Member experience journey.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Commercial Member support role, billing and basic technical support.
- Retention team collaboration and implementation of MX taking on this new role, with hopes of retaining Members with A3 Smart Home.
Patient Care Coordinator
OptumRx
Tucson, AZ
10.2019 - 05.2021
- Performed efficient troubleshooting of account issues
- Reporting of patient side effects/adverse events
- Coordinating delivery of patients specialty medications
- Communicating between providers, patients and insurance policies
- Handing payments for patient medications
- Assisting with financial assistance programs
- Assessing patient adverse events and monitoring progress
- Maintaining patient confidentiality and quality care
- Resolve escalated patient concerns
- Process insurance claims
- Answer inbound calls from patients and providers
- Acted as a knowledgeable resource for patients seeking information about community resources and support services available to them in their healthcare journey.
- Evaluated and optimized office workflows for peak efficiency, identifying areas of improvement and implementing necessary changes to better serve patients and staff alike.
Customer Service Manager
Walmart, Inc.
05.2010 - 10.2019
- Achievements · lead and manage a team of 20+ associates · plan, assign and monitor work for optimum team efficiency
- Perform yearly associate performance evaluations
- Identify and address opportunities for improvement · develop training and reference manuals
- Implement customer service policies and procedures · determine customer service requirements through surveys, feedback and best practices
- Achievement of customer service goals and standards · resolve escalated customer service opportunities
Customer Service Representative
Saltwater Fish Hawaii
09.2002 - 06.2010
- Serviced existing customer accounts and improved customer satisfaction
- Tracked customer interactions from order through billing, performed efficient troubleshooting of account issues
- Customer satisfaction surveys, recommended improvements in service/shipment procedures, coached new team members.
Education
Walmart Academy #3379
Oro Valley, AZHigh School Diploma -
Kailua High School
Kailua, HI05.2001
Skills
- Communication skills
- Data collection and analysis
- Problem analysis and problem solving
- Decision-making
- Planning and organizing
- Presentation skills
- Stress tolerance
- MS Office/ computer skills
- Latest technology, digital platforms and applications
- Technical writing skills
- Project management
- Excellent planning and organizational skills result in the optimum performance of the department and the consistent achievement of the companies customer service expectations
- Proven leadership, motivational ability and accountability ensure a strong team approach and the attainment of maximum performance and productivity
- Resolving and reducing Member complaints and meeting Member expectations
- Successfully mentor Team Members to maximize the benefits of technology to achieve excellent Member satisfaction levels
- Responsible for successful strategic initiatives to improve team productivity and increase Member retention
References
Available on request
Timeline
Member Experience Specialist II
A3 Smart Home
06.2021 - Current
Patient Care Coordinator
OptumRx
10.2019 - 05.2021
Customer Service Manager
Walmart, Inc.
05.2010 - 10.2019
Customer Service Representative
Saltwater Fish Hawaii
09.2002 - 06.2010
Walmart Academy #3379
High School Diploma -
Kailua High School