Open To Work
Michelle Harding
Tulsa
Summary
Customer Service Representative with over 13 years of extensive expertise in enhancing customer satisfaction and streamlining operations. Demonstrates strong skills in team leadership, training, and performance management, driving improvements in service quality and client retention. Passionate about fostering a positive and inclusive environment, utilizing active listening and conflict resolution to deliver exceptional service and support.
Overview
14
14
years of professional experience
Work History
Customer Service Advocate
United Healthcare
06.2025 - 12.2025
- Assisted customers with inquiries regarding health plan benefits and services.
- Resolved complex issues through effective communication and problem-solving skills.
- Educated members on healthcare options and wellness programs available.
- Documented customer interactions accurately in the case management system.
- Provided support during open enrollment periods for health plan selections.
- Upheld privacy and security requirements for customer information.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Adhered to all company guidelines when interacting with customers.
- Processed payments in accordance with applicable regulations and security protocols.
- Communicated with clients to gather necessary documentation for claims using company's specific software.
- Educated clients on coverage options and claim procedures.
- Met statistical metrics regarding ticket and contact quality, first call resolution, attendance and productivity.
Customer Service Team Lead
Kids Connect Learn and Play
Tulsa
03.2021 - 07.2025
- Supported team to deliver outstanding family support and services
- Overseen daily operations ensuring seamless service
- Evaluated performance and provide feedback for growth
- Enhanced team performance by implementing targeted training, resulting in improved service metrics and increased customer satisfaction scores.
- Monitored customer feedback trends to identify service gaps, enabling proactive adjustments that led to noticeable improvements in client retention.
- Fostered a supportive team environment that encouraged open communication, significantly boosting morale and driving team productivity.
- Collaborated with management to align customer service strategies with organizational goals.
- Handled cash and credit card payments and returned receipts, change and payment cards to customers.
- Created reports outlining customer service metrics such as response times, resolution rates, and first-contact resolutions.
- Conducted compliance audits to ensure adherence to regulatory standards for both the state and facility.
Teacher
Cap Tulsa
04.2016 - 01.2020
- Cultivated a positive learning atmosphere, enhancing student engagement and motivation.
- Adapted teaching methods to address diverse learning needs, improving student outcomes.
- Implemented tailored instructional strategies, resulting in improved student comprehension
- Fostered a safe and supportive classroom atmosphere, enhancing student engagement and promoting a love for learning among diverse learners.
- Collaborated with colleagues to share resources and best practices.
- Implemented assessments to monitor student progress and understanding while documenting in teaching strategy systems.
- Attended workshops to improve academic skills and expand knowledge base regularly.
Call Center Customer Service Representative
Alorica
Tulsa
04.2012 - 12.2015
- Resolve 90% of inquiries on first call, boosting satisfaction and reducing follow-ups.
- Analyze feedback to identify service gaps, enhancing service quality.
- Efficiently manage high call volumes, ensuring prompt customer service.
- Streamline inquiry resolution, achieving high first-call resolution rates.
- Implement solutions for improved service quality, increasing customer satisfaction.
- Maintained a positive demeanor under pressure, contributing to a supportive atmosphere that enhanced team morale.
Education
Tulsa Community College -
Tulsa Community College
12-2018
Skills
- Streamlining Operations
- Service Excellence
- Customer Feedback
- Differentiated Instruction
- Customer Satisfaction
- Passionate
- Conflict Resolution
- Team Performance
- Teaching
- Learning
- Student Engagement
- Motivation
- Service Quality
- Active Listening
- Oversee Daily Operations
- CRM documentation
- Health literacy
- Performance evaluation
- Open enrollment support
- Effective communication
- Problem solving
Notable Skills
- Streamlining Operations
- Service Excellence
- Customer Feedback
- Differentiated Instruction
- Customer Satisfaction
- Passionate
- Conflict Resolution
- Team Performance
- Teaching
- Learning
- Student Engagement
- Motivation
- Service Quality
- Active Listening
- Oversee Daily Operations
Work Preference
Job Search Status
Open to workWork Type
Part TimeFull TimeLocation Preference
RemoteSalary Range
$0/hr - $1000/hrTimeline
Customer Service Advocate
United Healthcare
06.2025 - 12.2025
Customer Service Team Lead
Kids Connect Learn and Play
03.2021 - 07.2025
Teacher
Cap Tulsa
04.2016 - 01.2020
Call Center Customer Service Representative
Alorica
04.2012 - 12.2015
Tulsa Community College -
Tulsa Community College