Onec Hughes
Summary
An energetic, trusted individual with excellent organizational and administrative skills. A motivated self-starter with initiative, adaptability, and a proven track record of successfully coordinating multiple priorities within proper time restraints. Committed to delivering top-notch service by understanding customer needs, resolving inquiries promptly, and building lasting relationships.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Equity Trust Company
05.2022 - Current
- Exceeded quantitative metrics on customer satisfaction, customer retention, and inquiry volume
- Received multiple accolades from customers for going above and beyond to address their needs and providing exceptional service.
- Quickly triaged incoming calls, and escalated calls when necessary, reducing the average time to resolution by 19%
- Actively worked to display a courteous and empathetic attitude to customers, resulting in a net promoter score over 40
- Utilized CRM software to efficiently document customer interactions, track inquiries, and maintain accurate records for future reference.
Quality Inspector
C. L. Smith Company
08.2021 - Current
- Conducted comprehensive inspections of raw materials, in-process components, and finished products to ensure compliance with industry standards and company specifications.
- Utilized a wide range of precision measuring instruments, such as calipers, micrometers, and gauges, to verify dimensional accuracy and identify defects in production.
- Implemented and maintained detailed inspection documentation, including inspection reports, non-conformance reports (NCRs), and corrective action reports (CARs).
- Collaborated with production teams to address quality issues, providing real-time feedback and assisting in process improvements to enhance product quality and efficiency.
- Conducted root cause analysis and participated in cross-functional problem-solving teams to identify and resolve recurring quality issues, leading to a significant reduction in defects.
- Ensured compliance with safety regulations and adherence to quality assurance protocols throughout the production process, mitigating potential hazards and maintaining a safe working environment.
Provider Services Representative
UnitedHealth Group
08.2015 - 05.2022
- Efficiently managed a high volume of incoming provider inquiries via phone, email, and chat, consistently meeting or exceeding service level agreements (SLAs).
- Provided exceptional customer service to healthcare providers, addressing inquiries regarding claims, billing, eligibility, and pre-authorizations with accuracy and empathy.
- Developed a deep understanding of company products, policies, and procedures, allowing for the accurate and timely resolution of provider inquiries and concerns.
- Assisted providers in navigating online portals and self-service tools, empowering them to efficiently access and manage their accounts and patient information.
- Collaborated with cross-functional teams, including claims processing, enrollment, and credentialing, to resolve complex provider issues, ensuring seamless end-to-end service delivery.
- Maintained thorough and accurate records of provider interactions and transactions in the customer relationship management (CRM) system, supporting efficient case management and follow-up.
- Proactively identified and escalated trends in provider inquiries, contributing to process improvements and system enhancements to enhance the overall provider experience.
Education
Bachelor of Science - Psychology
Purdue University Global
08.2019
Skills
- CRM (HubSpot/ Salesforce)
- NPS, Customer Retention, Customer Satisfaction
- Empathetic & Courteous
- Detail-oriented
- Microsoft Excel
- Social Media (Twitter, Instagram)
- Problem-solving
Timeline
Customer Service Representative
Equity Trust Company
05.2022 - Current
Quality Inspector
C. L. Smith Company
08.2021 - Current
Provider Services Representative
UnitedHealth Group
08.2015 - 05.2022
Bachelor of Science - Psychology
Purdue University Global
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