Nicole Rader
Sardinia
Summary
Skilled account management professional with proven track record in fostering client relationships, driving revenue growth, and managing complex accounts. Known for strong focus on team collaboration, adaptability, and delivering results. Knowledge in business as well as the field of biology where it is required to use critical thinking and problem solving skills in resolution. Expertise includes strategic planning, client communication, and problem-solving. Highly reliable and flexible in meeting changing business needs.
Overview
3
3
years of professional experience
Work History
Service Escalation Account Manager
United Healthcare
08.2024 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Customer Service Navigator
United Healthcare
02.2023 - Current
- Actively listens to members, handles concerns quickly and researches issues to acquire the most accurate information.
- Handles member inquiries with white-glove level service, providing beginning-to-end resolution.
- Answers member calls quickly building rapport and compassionately.
- Place calls to members to address gaps in health care, and discuss Next Best Actions listed on account.
Customer Service Advocate
United Healthcare
04.2022 - 02.2023
- Helped large volume of members every day with positive outlook and provided customer satisfaction.
- Addressed member concerns, demonstrated empathy, and resolved problems accurately.
- Learned and maintained in-depth understanding of plan information, providing knowledgeable responses to diverse questions.
- Maintained and managed customer files and databases.
Education
Bachelor of Science - Business
Capella University
12.2023
Associate of Science - Biology
University of Cincinnati
04.2020
Skills
- Advanced Proficiency in Microsoft Excel, Word, and PowerPoint
- Strong Multi-Tasking Skills
- Calm Under Pressure
- Clinical Documentation
- Problem Resolution
- Claim Investigations
- Organizational Skills
- Quick Learning
- Excellent Communication Skills
- Confidential Records Management
- Medicare Knowledge and Experience
- Skilled in De-escalation
- Account management
Accomplishments
- Joined the Change Champions Team to make a difference and assist colleagues.
- Selected to assist with other lines of business within United Healthcare.
- Used my resourced to complete the Medicare and Retirement Level 3 becoming a Professional.
- Completed training to become an NPS champion and a Compliance Champion.
- Completed required courses to become BLS certified and become a Nursing Assistant.
Hobbies
- Reading
- Researching
- Learning New Skills
- Home Improvement Projects
Timeline
Service Escalation Account Manager
United Healthcare
08.2024 - Current
Customer Service Navigator
United Healthcare
02.2023 - Current
Customer Service Advocate
United Healthcare
04.2022 - 02.2023
Associate of Science - Biology
University of Cincinnati
Bachelor of Science - Business
Capella University
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