Summary
Overview
Work History
Education
Skills
Timeline
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Lori Lorenzo

Pahoa,HI

Summary

Experienced customer service professional with a strong track record of effectively resolving customer issues. Recognized for promoting team collaboration and consistently achieving positive results. Known for reliability, adaptability, exceptional communication, and problem-solving skills.

Overview

19
19
years of professional experience

Work History

Senior Customer Service Rep.

UnitedHealthCare
01.2015 - Current
  • Established strong rapport with customers and fostering long-term relationships.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
  • Engaged approximately 10-20 clients daily in person, via email and over phone to answer questions and address complaints.
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.

UPLINK Coordinator

State of Hawaii DOE
08.2007 - 12.2014
  • Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
  • Entered data, generated reports, and produced tracking documents.
  • Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
  • Hired, managed, developed and trained staff of 15, established and monitored goals, conducted performance reviews and administered salaries for staff.

Billing Clerk/Receptionist

Drug Addiction Services of Hawaii
08.2006 - 08.2007
  • Handled account payments and provided information regarding outstanding balances.
  • Interacted with customers to resolve billing disputes and respond to inquiries.
  • Maintained confidentiality of sensitive customer information by adhering to strict privacy guidelines, upholding the company's reputation for professionalism in handling personal data.
  • Confirmed appointments, communicated with clients, and updated client records daily for 40+ clients daily.
  • Resolved customer problems and complaints.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.

Education

High School -

Waiakea High School
Hilo, HI
06.1988

Skills

  • Customer service expertise
  • Timely issue resolution
  • Customer account oversight
  • Content analysis
  • Telecommunications experience
  • Experienced in digital tools and technologies
  • Experienced with Microsoft Office applications
  • Effective call documentation
  • Office administration
  • Telecommuting support availability

Timeline

Senior Customer Service Rep.

UnitedHealthCare
01.2015 - Current

UPLINK Coordinator

State of Hawaii DOE
08.2007 - 12.2014

Billing Clerk/Receptionist

Drug Addiction Services of Hawaii
08.2006 - 08.2007

High School -

Waiakea High School

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Lori Lorenzo