Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Kevin L. Poteat

Kevin L. Poteat

Burlington,NC

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the healthcare 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

28
28
years of professional experience
1
1
Certification

Work History

Member Resolution Team/Tier 3 Claims

United Health Group
12.2022 - Current
  • Monitors delegated customer service issues to ensure timely and accurate resolution while maintaining timely, accurate documentation for all appropriate transactions
  • Reduced customer complaints by ensuring timely and accurate responses to their concerns.
  • Streamlined case management processes by identifying redundancies and implementing improvements, resulting in faster response times for customers.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Established rapport with clients by providing exceptional communication during the resolution process, fostering trust in our services.
  • Maintained up-to-date knowledge of industry trends and emerging technologies to provide informed recommendations for internal process improvements and external client consultations.
  • Cross-trained and provided backup support for organizational leadership.

Benefit Advocate

United Health Group
11.2021 - 12.2022
  • Point of contact for group Medicare retirees assisting them with navigating their health plans
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Focusing on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue and provide appropriate response to our members
  • Delivering information and answering questions in a positive manner to facilitate strong relationships with members
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Complete the documentation that is necessary and to be in full compliance with Medicare

Account Manager

Portfolio Recovery Associates
04.2018 - 10.2021
  • Started off as an account representative handling inbound and outbound calls doing collections for various financial institutions
  • Within 8 months of my first year, I was promoted to account manager where I have the ability to sign off on regular representatives’ settlements or take over their phone call with customers that will result in a payment 90% of the time
  • Negotiated to collect balance in full.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
  • Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.

Store Manager

PetSupermarket
09.2015 - 02.2018
  • Implemented staff training programs to enhance product knowledge and boost sales performance.
  • Increased sales revenue by implementing effective sales strategies and building strong customer relationships.
  • Maintained accurate records of all transactions, inventory movements, customer interactions allowing for data-driven decision-making and improved operational efficiency.
  • Managed a team of sales associates, providing guidance and support to improve overall performance.
  • Conducted performance reviews, handle employee matters relating to job performance, grievances, promotions, transfers and terminations.
  • Cultivated a positive work environment that fostered teamwork and motivated employees to excel in their roles.

Internet Processor

Kayser-Roth Corporation
09.2013 - 04.2015
  • Managed multiple priorities simultaneously, maintaining organization even during peak periods.
  • Implemented new workflows to streamline the processor role, resulting in improved performance metrics.
  • Streamlined the order picking process by implementing effective storage organization techniques for easy product retrieval.
  • Assisted with training new hires on warehouse policies, safety protocols, and best practices for order picking tasks.
  • Supported warehouse staff during peak periods by assisting with order picking, packing, and other essential tasks as needed.
  • Enhanced team collaboration, sharing best practices for efficient processing techniques.
  • Collaborated with cross-functional teams to ensure smooth handoffs and timely completion of projects.
  • Contributed to the achievement of department goals through consistent high-quality work.

Title Clerk

North Carolina License Plate Agency
05.1997 - 07.2002
  • Provided quality customer service via telephone & face to face to clients seeking to renew licenses or assistance with car title information
  • Analyzed title documents to identify potential issues and resolve any discrepancies.
  • Calculated and remitted state sales tax, service, and other charges.
  • Communicated with customers to resolve common title issues.
  • Conducted thorough research on lien releases, ensuring proper documentation was obtained for each transaction.
  • Served as a liaison between buyers and sellers during the titling process, ensuring all parties were informed about their responsibilities.
  • Accurately entered customer information with speed and efficiency
  • Provided professional courteous assistance to car dealership managers by performing title work, account maintenance and answering general inquiries
  • Researched and resolved any customer issues/challenges
  • Exceeded all quality and productivity expectations and received excellent feedback from clients

Education

Bachelor of Business Administration -

North Carolina A&T State University
Greensboro, NC
08.2004

Skills

  • MS Office 365
  • MS Word
  • Excel
  • PowerPoint
  • Outlook
  • Claims Processing
  • Insurance knowledge
  • Training abilities

Certification

M&R Certified

Levels 1 & 2

Timeline

Member Resolution Team/Tier 3 Claims

United Health Group
12.2022 - Current

Benefit Advocate

United Health Group
11.2021 - 12.2022

Account Manager

Portfolio Recovery Associates
04.2018 - 10.2021

Store Manager

PetSupermarket
09.2015 - 02.2018

Internet Processor

Kayser-Roth Corporation
09.2013 - 04.2015

Title Clerk

North Carolina License Plate Agency
05.1997 - 07.2002

Bachelor of Business Administration -

North Carolina A&T State University

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Kevin L. Poteat