Marcus Butler
Costa Mesa,California
Summary
Negotiations-savvy Customer Retention Specialist accurately manages large volume of calls and inquiries. Adept at building key relationships and applying effective customer service techniques to increase sales revenue.
Overview
19
19
years of professional experience
Work History
Retention Specialist
UHSM
Santa Ana, California
02.2020 - Current
- Retention specialist from 11-01-22 to present. Answered inbound calls to keep members from cancelling. Outbound calls to providers to verify if in network. Outbound calls to try and reinstate past members. Followed up with members to keep a good relationship.
- Provider Concierge from 08-01-2020 - 11-01-2022. Answered incoming calls from providers. Gave eligibility and benefits. Provided claims status. Gave appeals status and sent back claims for reprocessing. Worked closely with networks.
- Member Services from 02-07-2020 - 08-01-2020. Answered incoming calls. Outbound calls.
Customer Experience Representative
HELPMATES INC. (Mazda)
Irvine, California
07.2018 - 07.2019
- Handled high-volume incoming calls. Outbound calls for follow-up. Worked directly with Service/Sales managers at authorized Mazda dealers. Provided authorizations for parts and service at authorized Mazda dealers. Followed up with customers until issue is resolved.
Member/Provider Services Representative
Ansafone (LA Care Health Plan)
Santa Ana, California
12.2016 - 04.2018
- Provided customer service to clients regarding their insurance coverage and billing inquiries.
- Resolved customer complaints and escalated more complex issues to senior staff members.
- Assisted customers in navigating the online portal for self-service requests.
- Providers with eligibility and PCP changes. Helped members with PCP/Plan changes, pharmacy issues, and ID card requests. Helped providers with claim status.
Consumer Relations Follow-Up Advisor/ Field Suppor
Mitsubishi Electric Visual Solutions America
Irvine, California
03.2006 - 01.2013
- Handled incoming calls; placed follow-up calls with consumers in high-volume workloads. Handled extended warranty claims and wrote extended warranty contracts; communicated effectively with customers via email; assisted employees with executing their files, and was left in charge by management. Resolved dealer/service center complaints and inquiries; worked directly with team leads and supervisor.
Education
High School Diploma -
Savanna High School
Anaheim, CA06-2001
Skills
- Cross-Functional Communication
- Persuasion strategies
- Upselling and Cross Selling
- Documentation skills
- Data review
- Customer Relations
Timeline
Retention Specialist
UHSM
02.2020 - Current
Customer Experience Representative
HELPMATES INC. (Mazda)
07.2018 - 07.2019
Member/Provider Services Representative
Ansafone (LA Care Health Plan)
12.2016 - 04.2018
Consumer Relations Follow-Up Advisor/ Field Suppor
Mitsubishi Electric Visual Solutions America
03.2006 - 01.2013
High School Diploma -
Savanna High School
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