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
06.2021 - 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
03.2019 - 06.2021
- 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
01.2017 - 03.2019
- 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
02.2015 - 01.2017
- 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
04.2012 - 02.2015
- 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
04.2009 - 04.2012
- 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, DCSkills
- 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
06.2021 - Current
Engagement Specialist
Adecco/United Healthcare Group/Optum
03.2019 - 06.2021
Debt Collector
Sequium Asset Solutions
01.2017 - 03.2019
Retail Supervisor
Global Concessions Inc.
02.2015 - 01.2017
Customer Service Representative
Alorica/At&t
04.2012 - 02.2015
Customer Service Representative
Fleetcor Technologies Inc.
04.2009 - 04.2012
Diploma -
Benjamin E Mays High School
Bachelor of Business Administration - Business Management
Strayer University
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