Machalla Blackwell
Greensboro,NC
Summary
Proven leader with a track record of enhancing customer satisfaction and team productivity at UnitedHealthcare Group. Skilled in customer relations and technical troubleshooting, adept at driving business growth through strategic account development and cross-functional team leadership. Excels in process analysis and analytical thinking, consistently achieving goals with a focus on results.
Overview
9
9
years of professional experience
Work History
Prd Sup Rep Sr
UnitedHealthcare Group
10.2020 - Current
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
Debt Recovery Specialist
Portfolio Recovery Associates
09.2019 - 10.2020
- Maintained high volume of calls and met demands of busy and productive group.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Trained new team members on scripts, company services, and collection strategies.
- Conducted comprehensive research on debtor backgrounds using various databases to gather information necessary for successful negotiation tactics during collection calls.
- Demonstrated adaptability in the face of changing regulations and industry trends, ensuring continued success in debt recovery despite evolving challenges.
- Ensured compliance with federal and state regulations in all debt collection activities to maintain the company''s reputation and legal standing.
Supervisor
Hardee's Restaurant
09.2018 - 09.2019
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Team Leader
Chick-fil-A
06.2015 - 10.2018
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Education
High School Diploma -
James Benson Dudley High School
Greensboro06.2017
Skills
Customer Support
Goal-oriented mindset
Customer Relations
Data entry proficiency
Staff Training
Technical Troubleshooting
Cross-Functional Team Development
Business growth and retention
Account development
Time Management
Process Analysis
Analytical Thinking
Timeline
Prd Sup Rep Sr
UnitedHealthcare Group
10.2020 - Current
Debt Recovery Specialist
Portfolio Recovery Associates
09.2019 - 10.2020
Supervisor
Hardee's Restaurant
09.2018 - 09.2019
Team Leader
Chick-fil-A
06.2015 - 10.2018
High School Diploma -
James Benson Dudley High School
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