Natalie Colin
Summary
Strategic Customer Success and Healthcare Service Professional with 9+ years of experience delivering client satisfaction, patient support, and operational excellence across healthcare, logistics, retail, and SaaS industries. Skilled in customer advocacy, benefits navigation, process improvement, and relationship management. Adept at leveraging data insights to drive retention, enhance engagement, and align services with business goals. Proven ability to manage complex cases, collaborate cross-functionally, and create innovative solutions that support both member well-being and organizational objectives.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Advocate
UnitedHealthCare
07.2025 - Current
- Serve as the primary point of contact for members, providers, and healthcare partners, delivering accurate and empathetic support on benefits, claims, and eligibility inquiries.
- Resolve complex issues by navigating multiple systems, ensuring members receive timely and effective solutions.
- Educate members on plan coverage, cost-saving opportunities, and preventive care benefits, improving understanding and satisfaction.
- Collaborate with cross-functional teams to escalate and resolve high-priority cases, ensuring compliance with organizational standards and regulatory requirements.
- Document interactions with precision, maintaining data integrity while supporting efficient case management and follow-up.
- Foster trust and positive experiences by providing clear guidance and demonstrating a strong commitment to member advocacy.
Intake Specialist
Novartis
07.2023 - 05.2024
- Guided patients through intake, improving first-contact resolution by 90% and strengthening overall satisfaction.
- Processed 300+ patient records weekly, ensuring compliance and accuracy in healthcare data management.
- Partnered with providers to collect medical information, enhancing data accuracy and interdepartmental collaboration.
- Verified insurance coverage and secured authorizations, ensuring timely access to critical therapies.
- Delivered empathetic, personalized support to patients, fostering trust and stronger engagement.
Auto Transport Broker
Old Faithful Transporting LLC
08.2022 - 06.2023
- Managed 8–20 client interactions daily, delivering customized solutions that boosted trust and loyalty.
- Increased client retention by 40% through proactive updates, transparency, and accurate record-keeping.
- Reduced service response times by 20% by improving load-tracking workflows and communication.
- Negotiated with carriers to secure reliable freight services, ensuring cost-effective, on-time delivery.
- Grew customer base through lead generation, qualification, and consistent pipeline management.
Response Frontline Case Investigator
The Computer Merchant LTD
01.2022 - 08.2022
- Handled 40+ client calls daily, offering personalized disease management support.
- Improved case workflows by eliminating delays, ensuring timely delivery of critical information.
- Increased client engagement by 90% using culturally sensitive communication strategies.
- Maintained confidentiality and accuracy in patient documentation, ensuring compliance with protocols.
Store Manager
Swarovski
02.2015 - 06.2021
- Directed operations for a retail store with $3M+ inventory, ensuring efficiency and accurate stock control.
- Delivered 6 consecutive years of sales growth, consistently surpassing revenue targets.
- Drove 20% increase in repeat business by leveraging data insights to personalize service strategies.
- Designed staff training programs on advanced client engagement, improving service quality and retention.
- Enhanced inventory accuracy and reduced discrepancies through workflow and system improvements.
Education
Associate of Arts - Business Administration & Management
Gibbs College
Montclair, NJBachelor of Science - Business Administration And Management
Western Governors University
Salt Lake City, UT11-2025
Skills
- Customer Success & Retention
- Healthcare Benefits & Claims Support
- Client Onboarding & Implementation
- Stakeholder & Relationship Management
- SaaS & System Implementation
- Data Analysis & Reporting
- Process Improvement & Workflow Optimization
- Cross-Functional Collaboration
- Strategic Planning & Project Management
- Training Development & Facilitation
- Risk Mitigation & Quality Assurance
Certification
Foundations of Project Management Certificate – Coursera (2023)
Timeline
Customer Service Advocate
UnitedHealthCare
07.2025 - Current
Intake Specialist
Novartis
07.2023 - 05.2024
Auto Transport Broker
Old Faithful Transporting LLC
08.2022 - 06.2023
Response Frontline Case Investigator
The Computer Merchant LTD
01.2022 - 08.2022
Store Manager
Swarovski
02.2015 - 06.2021
Associate of Arts - Business Administration & Management
Gibbs College
Bachelor of Science - Business Administration And Management
Western Governors University
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