Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Maxwell Wydra

Tekamah,NE

Summary

Forward-thinking Operations Specialist bringing five years of expertise in reporting and workforce management for Insurance sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in Microsoft Suites and Genesys.

Overview

10
10
years of professional experience

Work History

Sr. Workforce Management and Reporting Specialist

UPMC Health Plan
06.2022 - 11.2024
  • Assisted in the development of new reporting tools, contributing to an enhanced suite of capabilities for endusers.
  • Performed ad-hoc analysis as needed, supporting various departments with their specific reporting needs.
  • Participated in development and acceptance testing of new reports and enhancements.
  • Completed basic ad hoc and recurring data and report requests to support program deliverables and milestones.
  • Increased efficiency in report generation by automating repetitive tasks and optimizing database queries saving man hours in completion of these requests.

Sr. COB Specialist

UPMC Health Plan
05.2020 - 06.2022
  • Followed all company policies and procedures to deliver quality work.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Enhanced customer satisfaction with timely and accurate issue resolution.
  • Optimized inventory management, minimizing waste and reducing costs.

Customer Service Representative

UPMC Health Plan Insurance Services
06.2018 - 05.2020
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Customer Service Representative

Kitchen Collection
11.2016 - 06.2018
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Customer Sales and Service Expert

GameStop
09.2017 - 01.2018
  • Enhanced customer satisfaction by addressing inquiries and resolving issues promptly and professionally.
  • Handled calls promptly and with courteous professionalism.
  • Maintained high levels of customer retention through exceptional service and follow-up communication.
  • Conducted product demonstrations to showcase features, benefits, and value propositions to potential customers.
  • Processed orders, service requests and applied information to customers.
  • Analyzed market trends and competitor offerings to identify opportunities for growth within targeted segments..

Education

High School Diploma -

Cumberland Regional High School
Bridgeton, NJ
06.2007

College - Biology, Mathematics. General Studies

Cumberland Reg High School
Seabrook Farms, NJ

Skills

  • Customer Care
  • 10 years customer service experience
  • Excellent interpersonal skills
  • Microsoft Office Suite
  • Proficient in various operating systems such as Windows 11, 10, 85, 8, 7, and XP
  • Excellent in high pressure situations
  • Quick learner
  • Business reporting
  • Management collaboration
  • Operational enhancement
  • Failure management

Additional Information

  • Authorized to work in the US for any employer

Timeline

Sr. Workforce Management and Reporting Specialist

UPMC Health Plan
06.2022 - 11.2024

Sr. COB Specialist

UPMC Health Plan
05.2020 - 06.2022

Customer Service Representative

UPMC Health Plan Insurance Services
06.2018 - 05.2020

Customer Sales and Service Expert

GameStop
09.2017 - 01.2018

Customer Service Representative

Kitchen Collection
11.2016 - 06.2018

High School Diploma -

Cumberland Regional High School

College - Biology, Mathematics. General Studies

Cumberland Reg High School

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Maxwell Wydra