Melissa Lawson

• Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
• Streamlined the insurance application process for clients, resulting in quicker approval times and policy issuance.
• Built long-lasting relationships with clients through consistent communication and exceptional customer service.
• Developed a comprehensive understanding of various insurance products, enabling effective recommendations based on clients'' unique requirements.
• Educated clients on various insurance products, enabling informed decisions regarding their coverage options.
• Expanded the company's client base through effective networking and relationship-building strategies.

• Built lasting relationships with clients through excellent communication, personalized service, and dedication to their needs.
• Generated leads for potential buyers and sellers by hosting open houses, conducting market analysis, and networking within the community.
• Increased property sales by effectively marketing listings and utilizing strong negotiation skills.
• Increased client satisfaction by providing personalized real estate services tailored to individual needs.
• Strengthened relationships with clients by maintaining consistent communication and addressing concerns promptly.
• Conducted market analysis to determine optimal listing prices that maximized seller profits while attracting potential buyers.
• Organized open houses and private showings, showcasing properties effectively to potential buyers.
• Assisted first-time homebuyers by educating them on the buying process and guiding them through each step of their journey.

Subject Matter Expert focused on swift and effective resolution of inquiries, providing timely and accurate responses to ensure optimal client satisfaction in areas such as Billing and Eligibility, Claims, and online tools such as Employer eService's

• Handle complex/escalated issues research via phone and email
• Train existing internal customers in new skills
• Coaching our internal customers as requested/ needed to ensure proper comprehension of the different systems, resources, and procedures we use
• Monitor rules and regulations applicable to UHC policies
• Preformed manual enrollments in Prime for internal and external callers.
• Improved emergency response times by streamlining communication protocols and implementing efficient dispatch strategies.
• Increased team collaboration for better incident management through regular training exercises and debrief sessions.

• Handled approximately 40 inbound calls daily
• Managed inbound emails from customers
• Served as a resource or Subject Matter Expert for employers and brokers
• Demonstrated outstanding service to identify the source of the issue and work to resolve customer inquiries and issues in a timely and professional manner, related to benefits, eligibility and billing
• Assisted customers in navigating UnitedHealth Group websites and encourage and reassure them to become self-sufficient Assisted customers in navigating UnitedHealth Group websites and encourage and reassure them to become self-sufficient
• Enrolled members terminate members and make changes to members per request via phone and email
• Generated billing statements, summary of benefits and other documents needed by customer via email or fax
• Provided customers variably with the amounts due for premium payments per monthly billing.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Streamlined call response times for improved customer experience through effective communication techniques.

• In-bound and outbound calling
• Collect multiple retail and oil accounts
• Assisting with current, late or missed payments arranging their finances to meet obligations
• Protecting their credit by correcting account delinquencies
• Resolving Clients billing disputes and escalates to Supervisor as required
• Delivering Duplicate invoice and copies
• Navigating multiple databases
• Track and document all that I do
• Selling services to better assist clients with setting up payment solutions.
• Improved debt recovery rates by implementing effective collections strategies and maintaining consistent follow-up procedures.
• Negotiated payment arrangements with clients, resulting in increased recovered funds and higher client satisfaction.

• Provided daily instruction for grades K-12 Special Education students which included implementing core curriculum programs
• Evaluate and recognize student academic and emotional needs
• Enhanced students'' learning experiences by implementing individualized educational plans and adapting teaching methods for special needs students.
• Collaborated with multidisciplinary teams to develop comprehensive support strategies for each student, contributing to improved academic performance.
• Improved classroom management and organization by assisting teachers with daily tasks and lesson planning.

• Data entry of card suspense and conversion claims
• Typed, filed, handled multiple phone lines, and scheduled meetings.
• Streamlined accounting processes by implementing efficient organizational systems and procedures.
• Enhanced financial reporting accuracy by diligently reconciling accounts and identifying discrepancies.