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
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
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
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