Senior Customer Service Specialist
UnitedHealthcare (UMR)
08.2024 - Current
Hi, I’m
MARISSA ARCHETTI
Cape Coral,FL
Summary
Customer service and operations professional with 13+ years of experience supporting healthcare, financial services, and retail. Skilled in collections, payment integrity, healthcare support, and technical troubleshooting, with a 95%+ first-call resolution rate. Proven ability to streamline processes, resolve complex issues, and collaborate with cross-functional teams to improve efficiency and customer satisfaction. Recognized for leadership in training, coaching, and SOP development, mentoring new hires, and supporting initiatives that enhance team performance, compliance, and engagement. Known for adaptability, strong communication, and results-driven problem solving that consistently exceeds performance metrics.
Skills
- Customer Service & Operations: Provider Relations, Eligibility & Benefits Support, Call Resolution, Collections, Payment Integrity, Conflict Resolution, Member Retention
- Leadership & Training: Team Leadership, Coaching & Mentorship, Training Facilitation, SOP Development, Process Improvement, Quality Assurance (QA Role)
- Technical & Tools: Microsoft Office Suite, Data Entry & Analysis, Technical Support & Troubleshooting, Call Monitoring, Multi-task Management
Availability
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Work History
UnitedHealthcare (UMR)
Senior Customer Service Specialist
08.2024 - Current
Job overview
- Serve as primary contact for dental providers regarding eligibility, benefits, and claim review.
- Research and resolve provider concerns on claim denials and coverage determinations.
- Delivered 95%+ first-call resolution rate, improving provider satisfaction and reducing repeat inquiries.
- Collaborated with cross-functional teams to improve resolution workflows and reduce handling times.
UnitedHealthcare
Digital Support Team Lead (Assistant)
01.2023 - 08.2024
Job overview
- Guided members through account setup, system navigation, and issue resolution.
- Facilitated team meetings and training sessions to support skill development and performance.
- Conducted quality assurance reviews and provided actionable coaching, leading to a 15% improvement in call quality scores.
- Assisted leadership with onboarding and mentoring new representatives, supporting 25+ team members
Walgreens
Patient Services Specialist – Pharmacy Support
01.2022 - 12.2022
Job overview
- Educated patients on medication alignment and addressed prescription management issues.
- Handled inbound calls for prescription refills, prior authorizations, and patient inquiries with 98% accuracy.
- Improved patient adherence by proactively enrolling customers in auto-refill programs, increasing retention rates.
Palisades Interstate Park Commission
Accounts Payable & Receivable Specialist
05.2020 - 12.2021
Job overview
- Collected, reviewed, and validated invoices for compliance and accuracy.
- Reconciled vendor accounts and maintained precise payment tracking.
- Streamlined AP/AR processes by introducing updated documentation procedures, reducing errors by 12%.
New City Funding Corporation
Manager, Collections & Customer Service Operations
08.2016 - 05.2020
Job overview
- Negotiated payment plans, managed delinquent accounts, and maintained ledger accuracy.
- Trained and coached new hires to exceed KPI performance goals, reducing turnover.
- Achieved a 20% increase in recovery rates through proactive outreach and tailored repayment solutions.
ShopRite Supermarket
Courtesy Desk & Bookkeeping Specialist
06.2011 - 08.2016
Job overview
- Processed transactions, returns, and exchanges accurately while resolving customer inquiries.
- Managed daily bookkeeping tasks, reconciliations, and cash handling for high-volume operations.
Honors And Awards
- Team Lead Assistant (Honorary Role) – Supported leadership in WebTech to improve department performance metrics.
- Calibration Crew Committee – Audited low-survey calls and provided feedback, helping raise satisfaction scores.
- Employee Experience Committee – Contributed to initiatives enhancing workplace culture, engagement, and employee well-being.
- GCO Digital Gazette Newsletter – Designed and developed quarterly publication for SOP changes and organizational highlights.
- Voice of the Employee Challenge Award (2023) – Submitted innovative ideas on account registration and password resets; selected by the Consumer Product Team to be implemented.
Education
Mercy College
Psychology
Rockland Community College
Associate of Arts
North Rockland High School
High School Diploma
Timeline
Digital Support Team Lead (Assistant)
UnitedHealthcare
01.2023 - 08.2024
Patient Services Specialist – Pharmacy Support
Walgreens
01.2022 - 12.2022
Accounts Payable & Receivable Specialist
Palisades Interstate Park Commission
05.2020 - 12.2021
Manager, Collections & Customer Service Operations
New City Funding Corporation
08.2016 - 05.2020
Courtesy Desk & Bookkeeping Specialist
ShopRite Supermarket
06.2011 - 08.2016
Mercy College
Psychology
01/2016
Rockland Community College
Associate of Arts
01/2014
North Rockland High School
High School Diploma
01/2012
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