Moana Kahana
Las Vegas,NV
Summary
Dynamic Customer Service Advocate IV with Centene Corporation, recognized for enhancing member and provider satisfaction through effective complaint resolution and empathetic communication. Proficient in Omni, Portico, Trucare, Amisys and Excel, I excelled in managing escalated calls and training staff, consistently achieving high first-call resolution rates while fostering a collaborative team environment.
Strong leader and problem-solver dedicated to streamlining operations to promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact my teams success.
Overview
5
5
years of professional experience
Work History
Customer Service Advocate IV
Centene Corporation
06.2020 - Current
- Promoted superior experience by addressing member and provider concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on member and provider satisfaction.
- Enhanced member and provider satisfaction by promptly addressing and resolving inquiries and issues.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Conducted regular coaching's to ensure consistent service delivery across the team.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
- Developed comprehensive knowledge of company products and services to provide accurate information to members and providers.
- Increased customer retention by offering personalized solutions and building rapport through empathetic listening.
- Collaborated with cross-functional teams to address complex member and provider issues to improve overall experience.
- Responded to customer requests for products, services, and company information. (Value Added Benefits).
- Maintained up-to-date knowledge of benefits and service changes.
- Exhibited high energy and professionalism when dealing with members, providers and staff.
- Responded proactively and positively to rapid change.
- Followed up with members and providers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every member and provider by leveraging extensive knowledge of benefits and services and creating welcoming, positive experiences.
- Trained staff on operating procedures and company services.
Education
GED -
Moanalua High School For Adults
Honolulu, HI10-2002
Skills
- Call center experience
- Data entry
- Company Products: Omni Amisys Trucare Portico Excel Word Outlook
- Complaint handling and resolution
- Computer proficiency
- Assertiveness
- Escalation management
- Staff education and coaching
- Member and Provider support
- Active listening and a quick learner
Timeline
Customer Service Advocate IV
Centene Corporation
06.2020 - Current
GED -
Moanalua High School For Adults
Similar Profiles
Janet WangJanet Wang
Senior Accountant at Centene CorporationSenior Accountant at Centene Corporation
Christiana BootyChristiana Booty
Lead Claims Analyst at Centene CorporationLead Claims Analyst at Centene Corporation
Keyanna MartinKeyanna Martin
Product Owner at Centene CorporationProduct Owner at Centene Corporation
Elizabeth ClayElizabeth Clay
First Grade Classroom Teacher at CCSD - Pittman, E.S.First Grade Classroom Teacher at CCSD - Pittman, E.S.
Carolyn LintonCarolyn Linton
Case Manager at Desert Hope Treatment CenterCase Manager at Desert Hope Treatment Center