Lavelle Hamilton
Ocala,FL
Summary
Professional with solid experience in customer service, prepared to excel in this role. Proven ability to resolve issues efficiently and enhance customer satisfaction. Strong focus on team collaboration, adapting to changing needs, and delivering results. Skilled in conflict resolution, communication, and process improvement while maintaining high standards. Reliable and results-driven, consistently supporting team success and client happiness.
Overview
22
22
years of professional experience
Work History
Senior Customer Service Specialist
Surest/UnitedHealth Group
09.2024 - Current
- Maintained comprehensive knowledge of company products and services to provide accurate information and guidance to customers.
- Improved customer satisfaction rates by efficiently addressing and resolving complex issues in a timely manner.
- Handled sensitive customer data responsibly, adhering strictly to privacy regulations and safeguarding confidential information from unauthorized access or disclosure.
- Provided exceptional support during high-traffic periods, maintaining professionalism under pressure and minimizing disruptions in service levels.
- Participated in ongoing professional development opportunities, staying current with industry trends to better serve customers'' needs.
- Exceeded customer expectations through the provision of personalized service and genuine empathy during difficult situations, resulting in increased loyalty and repeat business.
Complex Care Customer Service Specialist
UMR/UnitedHealth Group
11.2023 - 09.2024
- Respond and resolve inquiries on the first call by identifying the topic and type of assistance the caller needs (benefits, eligibility, material requests, physician assignments, claims, billing and payment, etc.), utilizing all resources available.
- Own problem through resolution on behalf of the caller in real time or through comprehensive and timely follow-up with support resources/partner with others to resolve complex issues.
- Intervene with care providers (doctor’s offices) on behalf of participants (assist with appointment scheduling, access to care issues, etc.)
- Assist providers with all levels of requests, ability to problem solve through resolution
- Successfully utilize all resources available to handle inquiries/multitask
- Meet or exceed individual and departmental quality standards/achieve performance goals
- Adhere, keep updated, and utilize all company guidelines, policies, and procedures
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Representative
UnitedHealth Care C&S/UnitedHealth Group
10.2022 - 11.2023
- Address and resolve customer service calls empathetically and professionally
- Accurately document, research, and resolve all inquiries, ensuring documentation is clear and complete.
- Respond and resolve inquiries on the first call by identifying the topic and type of assistance the caller needs (benefits, eligibility, material requests, physician assignments, claims, billing and payment, etc.), utilizing all resources available.
- Monitor and expeditiously close any inquiries that require follow-up based on departmental guidelines
- Refer unresolved inquiries/Grievances to designated areas for investigation
- Own problem through resolution on behalf of the caller in real time or through comprehensive and timely follow-up with support resources/partner with others to resolve complex issues.
- Intervene with care providers (doctor’s offices) on behalf of participants (assist with appointment scheduling, access to care issues, etc.)
- Successfully utilize all resources available to handle inquiries/multitask
- Meet or exceed individual and departmental quality standards/achieve performance goals
- Adhere, keep updated, and utilize all company guidelines, policies, and procedures
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Office Administrator
Wright of Florida
03.2022 - 07.2022
- Recruit/Post job openings, interview applicants, process new hire paperwork, complete termination/resignation paperwork
- Oversee all scheduling of jobs to ensure the appropriate placement of crews for clients
- Daily communications with clients and all field personnel
- Maintained job schedules daily to ensure accuracy for payroll
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Reduced administrative errors by diligently proofreading office documents and maintaining accurate records.
- Assisted in preparation and processing of payroll to facilitate prompt staff payments.
- Aided in employee onboarding through training new hires on office procedures, software applications, and company policies.
Customer Service Manager
Walmart
07.2016 - 03.2022
- Managing staffing levels for the customer service counter and other key areas
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Ensuring each associate stays up to date on current policies and procedures
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of cashiers, fostering a positive work environment focused on teamwork and collaboration.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
Customer Service Specialist
Sitel Group
06.2014 - 07.2016
- Provide support to customers via phone, email, or chat, helping them with inquiries and providing solutions to ensure a positive customer experience
- Handle customer inquiries and resolve issues promptly and professionally
- Provide accurate information and assist customers with product or service-related questions
- Use practical communication skills to listen to customers and address their needs actively
- Document customer interactions and maintain updated records
- Collaborate with team members and other departments to resolve complex issues
- Adhere to company policies and guidelines for quality assurance
Office Manager
Tortel USA, LLC
07.2003 - 06.2014
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement, or address productivity concerns.
- Managed office operations while scheduling appointments for the General Manager.
- Maintained computer and physical filing systems.
- Oversaw office inventory activities, including ordering and requisitions, stocking, and shipment receiving.
- Maintained a clean, well-organized workspace and an atmosphere where employees feel comfortable.
Education
Bachelor of Science - Business Administration, Management and Leadership
Capella University
Minneapolis, MN12.2020
Associate in Arts - General Psychology
University of Phoenix
Tempe, AZ11.2011
Skills
- Communication skills
- Organizational skills
- Adaptability
- Positivity
- Self-motivation
- Time management
- Documentation review
- De-escalation techniques
- Call control
- Conflict management
- Email support
- Policy improvement
Accomplishments
- Assisted in the addition of a new article for Knowledge Central with a process to address inconsistencies in the material regarding provider information.
- Achieved positive employee morale through effectively helping with posting positive survey comments.
- Received Diamond Awards consistently for meeting or exceeding metrics.
Timeline
Senior Customer Service Specialist
Surest/UnitedHealth Group
09.2024 - Current
Complex Care Customer Service Specialist
UMR/UnitedHealth Group
11.2023 - 09.2024
Customer Service Representative
UnitedHealth Care C&S/UnitedHealth Group
10.2022 - 11.2023
Office Administrator
Wright of Florida
03.2022 - 07.2022
Customer Service Manager
Walmart
07.2016 - 03.2022
Customer Service Specialist
Sitel Group
06.2014 - 07.2016
Office Manager
Tortel USA, LLC
07.2003 - 06.2014
Bachelor of Science - Business Administration, Management and Leadership
Capella University
Associate in Arts - General Psychology
University of Phoenix
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