Summary
Overview
Work History
Education
Skills
Timeline
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Liah Oates

San Antonio

Summary

Proven track record in enhancing customer satisfaction and streamlining operations, as demonstrated at UnitedHealthcare. Skilled in Insurance Verification and exceptional at fostering customer relations, I excel in technical troubleshooting and problem resolution. Achieved significant improvements in customer service efficiency and data accuracy, underscoring my commitment to excellence and teamwork. Results-driven Customer Engagement Representative known for productivity and efficient task completion. Specialize in effective communication, problem-solving, and customer relationship management. Excel in active listening, empathy, and adaptability to meet diverse customer needs and enhance engagement strategies. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

9
9
years of professional experience

Work History

Customer Engagement Representative

Active TeleSource
Portland
03.2020 - 12.2024
  • Greeted customers and provided them with knowledgeable information.
  • Created customer accounts and updated customer records.
  • Assisted customers in selecting payments arrangements if needed, and help processing payments.
  • Answering inbound calls ranging from 45-75 calls a day
  • Take gas emergency calls
  • Technical support help
  • Providing professional customer service
  • Updating account information
  • Start/stop gas services for commercial and residential locations.
  • Developed strong relationships with customers through friendly interactions.
  • Resolved customer inquiries promptly and efficiently.
  • Documented processes related to customer engagement operations.

Customer Service Representative

UnitedHealthcare
San Antonio
08.2017 - 02.2020
  • Answered customer inquiries and provided accurate information regarding Insurance coverage and ETA on Tp providers.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Book Non emergency Trips for customers
  • Verifying insurance
  • Taking inbound calls ranging from 50-85 calls per day
  • Making outbound Calls to TP providers and doctor offices etc
  • Providing professional customer service
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Reviewed medical records to ensure accuracy of required information needed for pre-authorization requests.
  • Verified patient eligibility for insurance coverage by contacting insurance carriers and obtaining the necessary authorization numbers.
  • Assisted in resolving claim issues related to billing and reimbursement inquiries.
  • Greeted customers and provided prompt, courteous service.
  • Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
  • Processed new policy applications and updated existing policy documents.
  • Verified accuracy of customer data entered into the system.

CSR, Sales

Marriott
Austin
06.2016 - 06.2017
  • Provided customer service and technical support to customers via phone.
  • Maintained records of customer interactions, transactions, comments and complaints.
  • Book hotel reservations
  • Process payments
  • Technical support
  • Upsell on hotel packages
  • Meet daily Quota's
  • Understood and followed oral and written directions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Identified needs of customers promptly and efficiently.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Updated account information

Education

High School Diploma -

Leilehua High School
Wahiawa, HI
05-2016

Skills

  • Inbound and Outbound Calling
  • Report Generation
  • Information Security
  • Data Entry
  • Scheduling
  • Account updating
  • Call Management
  • Data Collection
  • Critical Thinking
  • Appointment Scheduling
  • Computer Proficiency
  • Problem Resolution
  • Sales expertise
  • Service Upselling
  • Customer Service
  • Active Listening
  • Customer Relations
  • Delinquent accounts monitoring
  • HIPAA Compliance
  • Insurance Verification
  • Claims Processing
  • Technical Troubleshooting
  • Teamwork and Collaboration
  • System Troubleshooting
  • Technical Support
  • Insurance plan verification
  • Insurance Coverage Verification
  • Customer service
  • Call center operations
  • Problem solving
  • Attention to detail
  • Time management
  • Team collaboration
  • Guest relations

Timeline

Customer Engagement Representative

Active TeleSource
03.2020 - 12.2024

Customer Service Representative

UnitedHealthcare
08.2017 - 02.2020

CSR, Sales

Marriott
06.2016 - 06.2017

High School Diploma -

Leilehua High School

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Liah Oates