Summary
Overview
Work History
Education
Skills
Timeline
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Immaculate Arrey

Smyrna,Delaware

Summary

"Dedicated and results-driven service professional with over 4 years of experience in delivering exceptional customer service. Skilled in resolving customer issues, building strong relationships, and exceeding customer expectations Proven track record of consistently meeting or exceeding performance metrics. Strong communication problem-solving, and conflict resolution abilities. Looking to leverage my expertise in a dynamic customer service environment to provide top-notch service and drive customer satisfaction."

Overview

5
5
years of professional experience

Work History

Customer Support Specialist

United Healthcare
09.2021 - Current
  • Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)
  • Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
  • Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
  • Review and research incoming healthcare claims from members and providers (doctors, clinics, etc) by navigating multiple computer systems and platforms and verifies the data/information necessary for processing (e.g. pricing, prior authorizations, applicable benefits)
  • Ensure that the proper benefits are applied to each claim by using the appropriate processes and procedures (e.g. claims processing policies and procedures, grievance procedures, state mandates, CMS/Medicare guidelines, benefit plan documents/certificates)
  • Communicate and collaborate with members and providers to resolve issues, using clear, simple language to ensure understanding
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
  • Meet the performance goals established for the position in the areas of: efficiency, accuracy, quality, member satisfaction and attendance
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Coordinated communication efforts during critical incidents, keeping stakeholders informed of progress towards resolution and minimizing negative impact on customer relations.

Customer Service Associate

Target
03.2019 - 04.2021
  • Maintained a high level of product knowledge, providing accurate information to customers.
  • Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
  • Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
  • Assisted in the development of new customer service protocols to improve overall performance metrics.
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Greet and provide an enjoyable shopping experience for all customers. Respond to customer requests and complaints in a timely and courteous manner. Utilize the GREAT customer service and customer recovery model to ensure customer engagement.
  • Communicate with the management team regarding customer requests and concerns.
  • Operate the cash register, scan items, bag merchandise and properly handle different methods of payment. Maintain proper cash levels in register drawer and change machines. Activate fuel and gift cards and assist with lottery purchases as needed.
  • Comply with federal and state laws by requesting personal identification from customers who are purchasing restricted products such as tobacco and/or alcohol.
  • Prepare all made to order food and/or beverages according to recipe or customer specifications.
  • Stock food and beverage areas with products and supplies to ensure in stock conditions at all times. Ensure coffee thermals are filled and working properly.
  • Ensure the proper execution of assigned foodservice and beverage programs and procedures.
  • Ensure safe working conditions by maintaining a clean, organized work area in accordance to standards.
  • Complete other tasks as assigned by store management

Education

Master of Science - Biotechnology

Delaware State University
Dover, DE
05.2016

Skills

  • Customer service excellence
  • Service support
  • Customer Response
  • Sales Support
  • Conflict Resolution
  • Problem-Solving
  • Appointment Scheduling
  • Data Entry
  • Call Management
  • Critical Thinking
  • Order Fulfillment

Timeline

Customer Support Specialist

United Healthcare
09.2021 - Current

Customer Service Associate

Target
03.2019 - 04.2021

Master of Science - Biotechnology

Delaware State University

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Immaculate Arrey