Natasha Collins
Maplewood, NJ
Summary
Customer-focused Client Experience Specialist with 7+ years of front-line support, handling live chat, phone, and email inquiries in fast-paced, high-volume environments. Acquainted with booking support, troubleshooting, queue management, and independent remote work. Passionate about travel, service excellence, and improving the customer's journey.
Overview
9
9
years of professional experience
Work History
Operations Associate
Alma Community Network
Remote
08.2023 - 08.2025
- Managed client inquiries related to services, documentation, and billing through email and internal ticketing systems.
- Reviewed detailed records, identified errors, and corrected issues within strict timelines.
- Balanced multiple requests while maintaining accuracy and client satisfaction.
- Worked independently in a fully remote environment while collaborating with cross-functional teams.
Clinical Administrative Coordinator / Customer Sup
UnitedHealthcare
Greensboro
11.2016 - 01.2018
- Served as the first point of contact for members and internal teams, managing high-volume inbound calls and system inquiries.
- Resolved complex issues in real time by researching accounts, explaining processes clearly, and ensuring accurate follow-through.
- Maintained professionalism and warmth during sensitive or high-stress interactions, consistently meeting quality and performance metrics.
- Navigated multiple systems simultaneously while managing a steady queue of requests, without sacrificing accuracy.
- Proactively identified recurring issues, and shared feedback to improve workflows and reduce repeat inquiries.
Education
Independent Travel Coordinator
Bachelor of Arts - Psychology
North Carolina A&T State University
Greensboro, NCSkills
- Client Communication (Chat, Phone, Email)
- Booking Modifications & Issue Resolution
- Travel & Tour Research
- Queue & Helpdesk Management
- Attention to Detail
- Problem Solving
- Remote Work Excellence
- Time Management & Prioritization
- Customer Experience Improvement
- Fluent Written & Spoken English
Timeline
Operations Associate
Alma Community Network
08.2023 - 08.2025
Clinical Administrative Coordinator / Customer Sup
UnitedHealthcare
11.2016 - 01.2018
Independent Travel Coordinator
Bachelor of Arts - Psychology
North Carolina A&T State University