Mary Tenorio
Castroville,TX
Summary
Accomplished Client Service Manager with a proven track record at UnitedHealth Group, adept in Microsoft Office and Salesforce, excels in conflict resolution and fostering strong client relationships. Demonstrated success in enhancing customer satisfaction and exceeding service goals through exceptional communication and analytical skills.
Overview
22
22
years of professional experience
Work History
Dedicated Client Service Manager
UnitedHealth Group
05.2005 - Current
- Full support of Brokers, Sales Personnel, and Employer Groups resolving moderate to complex inquiries.
- Service over 75 customer inquiries and complaints weekly.
- Follow up until customer satisfaction on highly complex previously unresolved issues.
- Deliver a high level of service to clients exceeding and extending relationships for future business opportunities.
- Build and maintain strong client relationships by providing excellent service.
- Utilize administrative guidelines as a resource or to answer questions when processing medical claims.
- Maintain a learned knowledge of benefits, claim processing, claims principles, medical terminology and procedures as well as HIPAA regulations.
- Investigate and resolve customer inquiries and complaints in a timely and empathetic manner.
- Exceed productivity and quality of service goals
Customer Service Agent
UnitedHealth Group
12.2002 - 05.2005
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer account discrepancies and concerns.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Investigated and resolved customer inquiries and complaints quickly.
- Implemented and developed customer service training processes.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
High School Diploma -
Southwest High School
San Antonio, TX05.1982
Skills
- Advanced Microsoft Office Skills
- Salesforce Software Specialist
- Excellent verbal and written communication skills
- Attentive Listening Ability
- Effective Problem-Solving Abilities
- Expertise in Conflict Management
- Strong Organizational Skills
- Versatile Interpersonal Engagement
Timeline
Dedicated Client Service Manager
UnitedHealth Group
05.2005 - Current
Customer Service Agent
UnitedHealth Group
12.2002 - 05.2005
High School Diploma -
Southwest High School
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