Jesse Farley
Dayton,OH
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the health care industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
UnitedHealthcare
11.2018 - 02.2023
- Responded proactively and positively to rapid change.
- Handled customer inquiries and suggestions courteously and professionally.
- Promptly responded to inquiries and requests from prospective customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Checked documentation for accuracy and validity on updated systems.
- Followed up with customers on unresolved issues.
- 'Managed over 50 customer calls per day.' or, "Increased volume by 15%".
Coordinator of Member Engagement
BeneLynk
10.2010 - 01.2018
- Negotiated and executed contracts on behalf of department.
- Used multiple information systems to analyze interactions and deliver detailed results.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Handled phone calls related to members' accounts or general questions about products and services.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- 'Managed over 50 customer calls per day.' or, "Increased volume by 10%".
Education
High School Diploma -
Colonel White High
Dayton, OH06.2004
Skills
- Freight Operations
- Active Listening
- Order Fulfillment
- Lotus Notes
- Account Management
- Research
- Business Development Understanding
- Critical Thinking
- Microsoft Word
- Schedule Mastery
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Service Representative
UnitedHealthcare
11.2018 - 02.2023
Coordinator of Member Engagement
BeneLynk
10.2010 - 01.2018
High School Diploma -
Colonel White High