Nina Cooper
Indianapolis,IN
Summary
Dynamic Member Service Representative with a proven track record at IU Health Plans, excelling in customer satisfaction and issue resolution. I effectively addressed member inquiries, enhancing overall satisfaction. Recognized for implementing performance metrics that drove team accountability and results in previous roles.
Overview
17
17
years of professional experience
Work History
Member Service Representative
IU Health Plans / Elevance Health
02.2023 - Current
- Helped large volume of members and providers every day with positive attitude and focus on customer satisfaction.
- Enhanced members satisfaction by efficiently addressing and resolving inquiries and concerns.
- Assisted members in scheduling doctors appointments
- Research claim denials for providers and provide them with next step resolutions
Collections Team Lead
Premiere Credit of North America
10.2015 - 02.2023
- Negotiated settlements with taxpayers, balancing company objectives with customer satisfaction goals.
- Implemented performance metrics for team members, promoting accountability and driving results.
- Conducted regular progress reviews with team members, providing constructive feedback and coaching for continuous improvement.
- Developed training programs for new hires, ensuring consistent performance across the team.
- Collected on delinquent accounts to reduce overdue balances on tax warrants
Youth Manager
Marion County Juvenile Detention Center
03.2008 - 10.2015
- Oversee the youth detained in the facility day to day moment by moment activities
- Strengthened team dynamics by providing ongoing coaching, mentoring, and support to staff members.
- Maintained a safe environment for all youth and staff by adhering to strict safety protocols and guidelines at all times.
- Empowered youth participants by providing them with the tools, knowledge, and support necessary to achieve personal growth and success.
- Transport the youth detained at the facility to outside provider locations via the comapnies vehicle
Education
GED -
Arlington High School
Indianapolis, INSkills
- Customer service
- Relationship building
- Call center experience
- Transaction processing
- Account management
- Customer support
- Issue resolution
- Escalation handling
- Payment processing
- Teamwork and collaboration
Accomplishments
- Supervised team of 12 staff members.
Timeline
Member Service Representative
IU Health Plans / Elevance Health
02.2023 - Current
Collections Team Lead
Premiere Credit of North America
10.2015 - 02.2023
Youth Manager
Marion County Juvenile Detention Center
03.2008 - 10.2015
GED -
Arlington High School
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