L'Quinte Carlisle
San Antonio,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Mentor / Trainer
United Healthcare
03.2023 - Current
- Track employees before, during and after training to verify attainment of training objectives.
- Produce detailed training reports to comprehensively assess employee performance.
- Support and coach employees as part of successful training initiatives.
- Reach out to managers and team leaders to source requirements for training and identify needs.
- Conduct regular evaluations of employee knowledge and skills, adjusting training strategies to close gaps.
- Establish and maintained quality control standards.
- Provide coaching and mentoring to employees.
- Train and mentor new personnel hired to fulfill various roles.
- Monitor RTA and review daily adherence for trainees.
- Pull daily customer surveys and review with slated agents.
- Conduct weekly audits for trainees.
- Hold one on one coaching's with slated trainees.
- Trained and mentored 4 classes of 25 new personnel hired to fulfill various roles.
Senior Benefits Advocate
United Healthcare
01.2012 - Current
- Conducted annual open enrollment sessions to ensure employees were well-informed about their options and plan changes.
- Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
- Coordinated wellness programs that contributed to healthier work environments and increased productivity levels among staff members.
- Conducted regular audits of benefit programs, ensuring compliance with applicable laws and regulations.
- Educated employees on their health benefits options, supporting informed decision-making during open enrollment periods.
- Answered questions about eligibility determinations and plan options.
- Processed enrollment paperwork and benefits forms.
- Collaborated effectively with sales, HR and payroll representatives.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer account discrepancies and concerns.
- Boosted customer service satisfaction ratings through consistent quality control.
- Met customer call guidelines for service levels, handle time and productivity.
- Reviewed benefits paperwork for accuracy and completeness.
Benefits and Eligibility Advocate
United Healthcare
01.2007 - 01.2012
- Delivered ongoing support after initial enrollment and offered expert assistance on healthcare reimbursement accounts and claims.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Answered 80-100 customer telephone calls a day promptly to avoid on-hold wait times.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
Education
High School Diploma -
John Jay High School San
Antonio, Texas1998
Skills
- New employee enrollment
- Benefits Explanation
- Verbal and written communication
- New employee orientations
- Benefits Administration
- Onboarding Assistance
- Healthcare Benefits
- Time Management
- Lesson Planning
- Educational Support
References
Natashia San Miguel
Customer Service Supervisor
210-992-7223
Elizabeth Vasquez
OJT / Team Lead
830-421-0228
Timeline
Mentor / Trainer
United Healthcare
03.2023 - Current
Senior Benefits Advocate
United Healthcare
01.2012 - Current
Benefits and Eligibility Advocate
United Healthcare
01.2007 - 01.2012
High School Diploma -
John Jay High School San