Summary
Overview
Work History
Education
Skills
Timeline
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Lauren Gillian

DeSoto,TX

Summary

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.

Overview

4
4
years of professional experience

Work History

Advocate Member Service Representative

United Healthcare
06.2022 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Made outbound calls to assure that all the member's needs were met.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Verified customer identification and documentation for compliant transactions.
  • Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
  • Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
  • Resolved customer issues through thorough dispute investigation.
  • Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Trained staff on operating procedures and company services.

Customer Service Representative

SAS
10.2020 - 06.2022
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Teacher's Assistant

DeSoto Independent School District
08.2019 - 06.2022
  • Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
  • Handed out classroom materials, like pencils, paper, and crayons.
  • Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
  • Graded assignments and reported individual progress to teacher.
  • Collaborated with teachers for lesson preparation by preparing materials and setting up equipment.
  • Worked with lead teacher to monitor class schedule and take attendance.
  • Supported student learning objectives through personalized and small group assistance.
  • Maintained safety and security by overseeing students in recess environments.
  • Assisted lead teachers with lesson plan creation and materials development .

Education

Associate of Arts - Education

Dallas College
Dallas, TX
05.2023

Skills

  • Appointment Scheduling and Confirmation
  • Member Relations
  • Customer Standards Compliance
  • Complaint Logging and Resolution
  • Best Practices Management
  • Providing Feedback
  • Rewards Programs
  • Fully Trained in Compliance

Timeline

Advocate Member Service Representative

United Healthcare
06.2022 - Current

Customer Service Representative

SAS
10.2020 - 06.2022

Teacher's Assistant

DeSoto Independent School District
08.2019 - 06.2022

Associate of Arts - Education

Dallas College

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Lauren Gillian