Laureen Knowles
Riviera Beach,FL
Summary
Diligent Customer Service Professional experienced in delivering positive and memorable experiences for customers. Achieved high satisfaction ratings through strong work ethic, adaptability, and exceptional interpersonal skills. Focused on embracing new challenges and thriving in fast-paced environments.
Overview
8
8
years of professional experience
Work History
MRT and Tier 3 experience
United Health Care
09.2022 - Current
- Handled escalations, conducted research, and performed claim reviews to ensure compliance and accuracy.
- Managed workflows using ISET, MARX, and EWD systems to streamline operations.
- Engaged with CSM, NST, MAOM, CS plans, Group plans, and PDP to support service delivery.
Assisting and educating members
United Health Care
09.2022 - Current
- Educated members on plan benefits and addressed their questions or concerns
- Reviewing members' concerns regarding billing details
- Solving complex needs regarding Medicare and Medicaid inquiries
- Reviewing members concerns regarding billing details
- Knowledge of Medicare Advantage plans and Medicaid benefits
- Supported members with internal systems and connected them to local resources
- Coordinated with members to locate providers and schedule appointments and services
- Worked in call center providing customer support to resolve inquiries
TEAM LEAD
NSD GROUP INC
Boca Raton, USA
06.2021 - Current
- Trained new agents on company policies and procedures
- Assisted agents with claims questions and reviewal to ensure accurate resolutions
- Supervisor calls and de-escalating problem situations
- Processed voids and reissued payments to ensure accuracy
- Voiding and reissuing payments
- Answering phone calls and assisting members and dealers through filing claims and answering questions
CALL CENTER AGENT
NSD GROUP INC
Boca Raton, USA
01.2019 - Current
- Answered phone calls, assisting callers with processing and filing claims to ensure timely resolution
- Assisted car dealership employees in filing tire warranty claims via phone and online, streamlining the claims process
- Responded to customer inquiries about claim process, resolving issues related to locating dealerships, tire replacement, and warranty rules
- Answering dealership employees’ questions regarding the claims process, payments, and procedures
- Authorizing, filing, and paying claims
- Delivered assistance and resolved inquiries in a busy call center
Education
Jp Taravella
Coral Springs, USASkills
- Claim review
- ISET proficiency
- Escalation handling
- Research
- Issue resolution
- Complex Problem Resolver
- CSM expertise
- Call center operation
- Client Relations
- Solution- Focused
- Leadership
- Multitasking
- Hardworking
- Exceptional People Skills
- Problem-solving
Leadership Experience
Diligent, hardworking, with a passion for helping people to the best of my abilities, and willing to go above and beyond.
Timeline
MRT and Tier 3 experience
United Health Care
09.2022 - Current
Assisting and educating members
United Health Care
09.2022 - Current
TEAM LEAD
NSD GROUP INC
06.2021 - Current
CALL CENTER AGENT
NSD GROUP INC
01.2019 - Current
Jp Taravella