Summary
Overview
Work History
Education
Skills
Timeline
Generic

LaErica Robinson

Austell,GA

Summary

Focused customer service agent looking for a new challenge in a results-driven environment. Experienced in defining and analyzing customer request to resolve issues accurately and quickly with high first contact resolution rates. Strong computer skills in windows-based environment and proven ability to learn unique software. A confident and effective communicator who receives excellent customer feedback.

Overview

15
15
years of professional experience

Work History

Senior Healthcare Advisor

UnitedHealth Group/Optum
Atlanta , Georgia
2021.06 - Current
  • Gathered, arranged and corrected research data to create representative graphs and charts highlighting results for presentations.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
  • Complete consumer dispute/inquiry cases from beginning to end and update with a resolution.
  • Provide excellent customer service for all consumer telephone or written requests for disclosure and disputes
  • Resolves customer issues and answers questions to ensure a positive customer experience.
  • Be an active member on a team that is dedicated to making a positive impact with our consumers, in a highly collaborative and supportive environment.

Engagement Specialist

Adecco/United Healthcare Group/Optum
Atlanta , Ga
2019.03 - 2021.06
  • Updated, entered and reviewed customer data.
  • Communicated effectively via telephone, email and in person with prospective customers.
  • Understood and thoroughly explained services provided to customers and potential customers.
  • Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
  • Inputted all gathered information and researched data on applicants into computer system using [Apollo, vital, Sharepoint].
  • Documented all communication with applicants and inputted information into system using [Vital, sharepoint]
  • Scheduled appointments with applicants to gather information and explain benefits processes.
  • Communicated with people from various cultures and backgrounds, using active listening and interpersonal talents to ensure consistency.

Debt Collector

Sequium Asset Solutions
Marietta , Ga
2017.01 - 2019.03
  • Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
  • Achieved performance goals on consistent basis.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
  • Used scripted conversation prompts to convey current account information and obtain payments.
  • Used skip tracing and other techniques to locate debtors.
  • Monitored accounts for compliance with established payment plans and flagged those in violation.
  • Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
  • Performed targeted collections on past due accounts aged over [30] days.

Retail Supervisor

Global Concessions Inc.
College Park , GA
2015.02 - 2017.01
  • Educated staff on strategies for handling difficult customers and challenging situations.
  • Maintained clean, adequately stocked and organized store by streamlining daily operations and introducing new procedures.
  • Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
  • Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.
  • Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives.
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
  • Supervised end-to-end stock management, including examining incoming inventory, merchandising shelves and preventing shrinkage.
  • Assigned jobs to individual employees by considering factors such as previous training, current abilities and general knowledge.

Customer Service Representative

Alorica/At&t
Kennesaw , GA
2012.04 - 2015.02
  • Responded to customer requests for products, services and company information.
  • Compiled customer feedback and recommended service delivery improvements to management.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Answered customer telephone calls promptly and in appropriate manner.
  • Answered constant flow of customer calls with up to 90+ calls in queue per minute.

Customer Service Representative

Fleetcor Technologies Inc.
Norcross , GA
2009.04 - 2012.04
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Responded to customer requests for products, services and company information.
  • Answered customer telephone calls promptly and in appropriate manner.
  • Answered constant flow of customer calls with up to 100+ calls in queue per minute.
  • Provided primary customer support to internal and external customers in fast-paced environment.

Education

Diploma -

Benjamin E Mays High School
2006

Bachelor of Business Administration - Business Management

Strayer University
Washington, DC

Skills

  • Excellent phone demeanor
  • Data entry skills
  • Computer-savvy
  • Customer service background
  • Effective communication skills
  • The ability to solve problems, display empathy and easily build rapport with customers
  • Appointment scheduling
  • Results-oriented
  • Time management
  • Salesforce knowledge
  • Policy quoting and pricing
  • MS Office
  • Effective analytical, problem-solving and comprehension skills
  • Experience supporting customers via phone or email/mail/chat
  • Attention to detail and ability to be vigilant with customer privacy.
  • Active Listening
  • Clinical and Medical Analysis
  • Application Assessment
  • Customer support
  • Account management
  • Call center operations
  • Inbound phone calls
  • Answering questions
  • Logging call information
  • Verbal and written communication
  • The ability to type efficiently and accurately
  • Customer support
  • Account management
  • Call center operations
  • Inbound phone calls
  • Answering questions
  • Logging call information
  • Verbal and written communication

Timeline

Senior Healthcare Advisor

UnitedHealth Group/Optum
2021.06 - Current

Engagement Specialist

Adecco/United Healthcare Group/Optum
2019.03 - 2021.06

Debt Collector

Sequium Asset Solutions
2017.01 - 2019.03

Retail Supervisor

Global Concessions Inc.
2015.02 - 2017.01

Customer Service Representative

Alorica/At&t
2012.04 - 2015.02

Customer Service Representative

Fleetcor Technologies Inc.
2009.04 - 2012.04

Diploma -

Benjamin E Mays High School

Bachelor of Business Administration - Business Management

Strayer University

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LaErica Robinson