Summary
Overview
Work History
Education
Skills
Timeline
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Michelle Reyes

Tamarac,FL

Summary

Professional with significant experience in member service and client advocacy. Demonstrates exceptional problem-solving abilities, effective communication skills, and strong focus on team collaboration. Reliable and adaptable, always ready to meet changing needs while ensuring high standards are maintained. Strong ability to build positive relationships, manage inquiries, and deliver results that align with organizational goals.

Qualified with strong background in member services and proven track record of enhancing customer satisfaction. Successfully addressed member concerns, streamlined processes, and improved service delivery. Demonstrated effective problem-solving and communication skills to foster positive member relationships.

Overview

19
19
years of professional experience

Work History

Member Advocate

Teleperformance USA
05.2017 - Current
  • Contributed to a positive work environment by cooperating with colleagues and maintaining open lines of communication across departments.
  • Maintained up-to-date knowledge of industry trends and best practices, adapting processes as needed to deliver exceptional support services for all members.
  • Managed escalated cases effectively, working closely with supervisors to ensure successful outcomes for all parties involved.
  • Demonstrated empathy and understanding when dealing with difficult or sensitive situations involving members.
  • Educated members on available resources and services, increasing their engagement with the organization.
  • Consistently met or exceeded performance metrics related to response times, issue resolution rates, and overall customer satisfaction scores.

Customer Service Officer

Walmart
03.2016 - 12.2018
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.

Member Advocate

United Healthcare Group
10.2005 - 11.2014
  • Contributed to a positive work environment by cooperating with colleagues and maintaining open lines of communication across departments.
  • Maintained up-to-date knowledge of industry trends and best practices, adapting processes as needed to deliver exceptional support services for all members.
  • Maintained detailed records of all interactions, allowing for easy reference and improved follow-up on outstanding matters.
  • Managed escalated cases effectively, working closely with supervisors to ensure successful outcomes for all parties involved.
  • Demonstrated empathy and understanding when dealing with difficult or sensitive situations involving members.

Education

No Degree - Medical Administration

University of Phoenix
Tempe, AZ

No Degree - Medical Billing

Kaplan University
Davenport, IA

High School Diploma -

Brentwood Ross High School
Brentwood
06-1989

Skills

  • Call center experience
  • Complaint resolution
  • Assertiveness
  • Live chat support
  • Cross-cultural communication
  • Patient check-in
  • EMR
  • Formularies
  • Admitting coordination
  • Patient identity verification

Timeline

Member Advocate

Teleperformance USA
05.2017 - Current

Customer Service Officer

Walmart
03.2016 - 12.2018

Member Advocate

United Healthcare Group
10.2005 - 11.2014

No Degree - Medical Administration

University of Phoenix

No Degree - Medical Billing

Kaplan University

High School Diploma -

Brentwood Ross High School

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Michelle Reyes