Lucy St. Fleur
Miramar,Florida
Summary
My objective is to obtain a position as a consumer experience analyst, where I can show that I am a knowledgeable and dedicated customer service professional with extensive experience in the 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
19
19
years of professional experience
1
1
Certification
Work History
CCLE Consumer Analyst
UnitedHealth Group
09.2022 - Current
- 60/40 based program: 60% of time project focused; 40% CCLE learning & development which includes a focus on relationship building, time management, effective communication, and productivity
- I received training through the CCLE Program that is not only consumer centric and human centered design focused, but the skills that I have attained arrays from agile methodologies, emotional intelligence, psychological safety, conflict resolution, effective team building, diversity, and inclusion, and more
- Consumer Resolution Center War Room experience afforded me the opportunity to diagnose, research, size, and resolve issues that has been escalated, using my problem solving and critical thinking skills
- I was able to work a total of 15 cases as a project manager, one of which impacted over 292 members helping to drive change in processes, tools, and capabilities to solve some of our member’s most complex service issues
- The overall impact of the work that my colleagues and I did, result in positively impacting over 20K members and us being recognized by Andrew Witty
- Issue Management Process Improvement experience allowed me to help understand the process and recommend solutions based on claims research, data analysis, interviewing key stakeholders in over six departments, creating surveys, call listening, and collecting UES data to reduce turnaround times resulting in increased NPS, less consumer abrasion, and leaving a positive impact on both the employees as well as the members
- Optum Integration for Enterprise Imaging experience allowed me to work across various workstreams and communications platforms to assist in the migration of Enterprise Imaging to Optum
- Communication with sponsors, key stakeholders, and projects managers helped us to understand what workstreams needed to be closed or left open for further migration assistance to help make the migration smooth and seamless for the employees
- Using my project management skills, team collaboration, and effective communication, I was able to assist in getting 50 out of 84 workstreams closed
- Enhancing the Employee Center Digital Experience project allowed me to collaborate with both employees as well as stakeholders to focus on understanding and meeting the needs of users, empathize with users by using research methods like focus groups and one-on-one interviews, and the use of analysis techniques to understand user needs and concerns
- Additionally, I implemented Agile principles, consistently sought out opportunities to improve solutions, processes, and performance, and identified user experience issues across designs, products, and service
- Thus, resulting in some immediate improvements.
Advocate4me Sr Rep/Complex Care Point of Contact/Delivery Assistant
United Healthcare
04.2017 - 09.2022
- Served as a Subject Matter Expert and mentor to the members, guiding, and educate them about the fundamentals and benefits of consumer – driven health care
- Assisting in selecting optimal benefit plan options, maximizing the value of health plan benefits, choosing quality care providers, and with tasks such as claims processing, transportation, SODH, and appointment scheduling
- Achieved, consistently upheld, and surpassed monthly metrics goals, providing next best actions at 98.04%, maintaining a high UES ranking above 95%, and ensured effective connections with our members to meet and exceed their needs
- Consistently demonstrated integrity, accountability, understanding goals, and effective self-management, as a result, I was entrusted with the role of serving as a point of contact for my immediate supervisor
- I engaged in support and development, relationship building, collaboration, giving feedback, answering questions, as well as coaching my colleagues on opportunities
- Trained and mentored new hire agents as a delivery assistant, which also involved coaching trainees
- As a result, this led to a team of confident, knowledgeable agents providing service to our members.
Receptionist
Credit360
01.2012 - 05.2016
- I contributed to human centered design principles by establishing a welcoming and accessible point of contact to visitors
- My focus on prioritizing the needs of the clients and my colleagues, allowed me to ensure the comfort and convenience of everyone for a positive and inclusive experience
- I answered telephones and transferred calls to appropriate staff members in a timely manner to prevent abrasion and repeat calls
- Sorted and distributed incoming communication data, including faxes, letters, and emails
- Interacted with organizational staff, executives, clients, vendors, and visitors daily
- Maintained the office database – retrieved and organized information for individual employees and clients.
Team Lead
Interactive Response Technologies
03.2005 - 09.2012
- I championed human centered design principles by fostering a collaborative environment that prioritized the needs and experiences of my team members
- By championing open communication and empathetic leadership, I ensured the team’s collective efforts align with user-centric approaches, resulting in innovative solutions that met both internal and external stakeholders expectations
- Trained and prepared new agents to give exceptional customer service
- Assisted with escalated calls, helping to de-escalate ensuring member’s needs and concerns were met
- Responded promptly and answered/resolved customer inquiries and complaints
- Investigated and resolved service issues and/or product problems
- Managed customers’ database accounts, performed customer verification and processed applications, orders and requests
- Worked with administration: forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal departments
- Kept records of customer interactions and actions taken, including – transactions, comments, inquiries, and complaints
- Supplied customers with written responses and information as well as followed up on customer communications.
Education
Master of Science - Information Technology
Capella University
Minneapolis, MN01.2026
Bachelor of Science - Psychology
Florida International University
Miami, FL12.2012
Skills
- Analytical Thinking
- Team Collaboration and Leadership
- Documentation And Reporting
- Project Management
- Process Improvements
- Risk Analysis
- Report Preparation
- Strategic Planning
- Stakeholder Communications
- Coaching and Mentoring
- Team Bonding
- Agile Methodology
- Team Collaboration
- Relationship Building
- Team Leadership
- Creative Thinking
- Conflict Resolution
- Stakeholder Relations
- Project planning and development
- Written or Oral Communication
Computer skills
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Access) ·
- Kanban
- Smartsheet
- Adobe Illustrator
- Adobe Acrobat· Miro
Certification
Agile coaching Certification ICP-ACC
References
- April Sweeting, 786-872-1697
- Danna Mokamba, 612-396-4761
- Kate Smith-Babiec, kate.smith-babiec@uhg.com
Timeline
CCLE Consumer Analyst
UnitedHealth Group
09.2022 - Current
Advocate4me Sr Rep/Complex Care Point of Contact/Delivery Assistant
United Healthcare
04.2017 - 09.2022
Receptionist
Credit360
01.2012 - 05.2016
Team Lead
Interactive Response Technologies
03.2005 - 09.2012
Master of Science - Information Technology
Capella University
Bachelor of Science - Psychology
Florida International University