Natalie Colin
Powder Springs,GA
Summary
Customer Success and Client Experience professional with 10+ years of experience supporting high-volume portfolios across healthcare, logistics, technology, and retail environments. Proven ability to improve retention, streamline onboarding, resolve complex cases, and build long-term client relationships. Known for a customer-centric, data-driven approach that drives adoption, satisfaction, and operational efficiency. Seeking to contribute these strengths within a SaaS or digital-first Customer Success team.
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 a large member portfolio, providing empathetic, solutions-focused support related to benefits, claims, and eligibility.
- Resolve complex lifecycle issues by navigating multiple internal systems, reducing friction and improving customer outcomes.
- Educate members on plan coverage and cost-saving options, driving higher benefit utilization and satisfaction scores.
- Partner cross-functionally to escalate and resolve high-priority cases while maintaining regulatory and compliance standards.
- Maintain accurate, detailed documentation in CRM systems to support case tracking, reporting, and continuity of care.
- Build trust and long-term relationships that reinforce customer loyalty and advocacy.
Intake Specialist
Novartis
07.2023 - 05.2024
- Streamlined patient onboarding workflows, achieving 90% first-contact resolution (FCR) during initial engagement.
- Processed 300+ patient records weekly with high accuracy while adhering to strict healthcare data compliance standards.
- Collaborated with providers to collect and validate medical documentation critical for downstream workflows and system integration.
- Verified insurance coverage and secured prior authorizations, ensuring timely patient access to therapies and maximizing service value.
- Delivered compassionate, personalized support that strengthened patient trust and engagement from day one.
Auto Transport Broker
Old Faithful Transporting LLC
08.2022 - 06.2023
- Managed 8–20 daily client interactions, delivering tailored logistics solutions and proactive status updates.
- Increased client retention by 40% through transparent communication, expectation management, and relationship building.
- Reduced service response times by 20% by improving load-tracking workflows and real-time communication processes.
- Negotiated with carriers to secure reliable, cost-effective freight solutions while maintaining service quality.
- Expanded customer pipeline through disciplined lead qualification and lifecycle follow-up.
Response Frontline Case Investigator
The Computer Merchant Ltd
01.2022 - 08.2022
- Managed 40+ inbound client cases daily, providing clear guidance and timely resolution.
- Identified and removed workflow bottlenecks, accelerating turnaround times for critical cases.
- Improved client engagement scores by 90% through tailored, culturally sensitive communication.
- Maintained strict confidentiality and accuracy in sensitive documentation in compliance-driven environments.
Store Manager
Swarovski
02.2015 - 06.2021
- Led end-to-end store operations overseeing $3M+ in inventory with strong controls over accuracy and asset integrity.
- Achieved 6 consecutive years of exceeding sales targets, demonstrating consistent revenue growth.
- Increased repeat business by 20% through personalized client engagement strategies informed by customer data.
- Designed and delivered staff training programs focused on relationship-based selling and service excellence.
- Improved inventory accuracy and reduced discrepancies through optimized system usage and process improvements.
Education
Bachelor of Science - Business Administration & Management
Western Governors University
Salt Lake City, UT12.2025
Skills
- Customer Success
- Client Retention
- CRM
- Case Management Systems
- SaaS
- Digital-First Environments
- Onboarding
- Lifecycle Management
- Cross-Functional Collaboration
- Process Improvement
- Documentation
- Data Accuracy
- Compliance
- HIPAA
- High-Volume Client Support
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
Bachelor of Science - Business Administration & Management
Western Governors University