Adaisia Caldwell
Dallas
Summary
Proven leader in customer service management at United Healthcare Group, adept in problem-solving and Microsoft Office, significantly reduced customer complaints through effective team training and mentoring. Excelled in fostering customer loyalty and streamlining billing processes, demonstrating exceptional time management and decision-making skills. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Administrative leader offering experience prioritizing and delegating administrative tasks to drive goal achievement. Proficient in schedule coordination, resource allocation, and office supply inventory management. Dedicated to training and mentoring top talent while cultivating a productive work culture.
Overview
5
5
years of professional experience
Work History
Customer Service Manager
United Healthcare Group
Remote
10.2022 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Insurance Claims Adjuster Assistant
Pilot Catastrophe
Richardson, TX
09.2022 - 02.2023
- Improved customer satisfaction by providing timely updates and resolutions to their claims inquiries.
- Developed positive relationships with policyholders, fostering trust through transparency during the claim process.
- Identified fraudulent activities through diligent investigation, protecting company assets from potential losses.
- Reduced claim processing time by efficiently investigating and evaluating insurance claims.
- Assisted policyholders in understanding the complexities of their coverage plans, helping them make informed decisions about their claims.
- Managed catastrophe situations effectively, addressing urgent claims needs quickly and compassionately.
Billing Specialist
Advanced Call Center Technologies LLC
Remote
11.2019 - 06.2021
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Developed and maintained billing procedures to make timely payments.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Collaborated with the collections team to recover overdue payments from clients, maintaining cash flow and minimizing writeoffs .
Education
High School Diploma -
John Tyler High School
Tyler, TX06.2018
Skills
Customer Service
Problem-Solving
Microsoft Outlook, Word, and Excel
Customer-focused
Customer Relations
Training and mentoring
Excellent time management skills
Time Management
Decision-Making
Data entry proficiency
Policy Review
Timeline
Customer Service Manager
United Healthcare Group
10.2022 - Current
Insurance Claims Adjuster Assistant
Pilot Catastrophe
09.2022 - 02.2023
Billing Specialist
Advanced Call Center Technologies LLC
11.2019 - 06.2021
High School Diploma -
John Tyler High School