Pandora Stewart
Newburgh
Summary
Dedicated customer advocate with a background in program coordination. Known for exceptional problem-solving abilities and conflict resolution skills. Ready to leverage experience in training and customer engagement to support improved service outcomes.
Overview
14
14
years of professional experience
Work History
Customer Advocate
Centene
11.2021 - Current
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to enhance service delivery and improve customer satisfaction.
- Analyzed feedback to identify trends and recommend process improvements for operational efficiency.
- Trained new team members on best practices for customer engagement and service protocols.
- Maintained detailed records of interactions, ensuring compliance with regulatory requirements and company standards of all MLTC accounts.
- Managed high-volume call queues, ensuring timely responses to customer requests and concerns for lines of business Ambetter Care, MLTC along with various other plans.
- Implemented solutions that streamlined workflows, reducing response times for customer queries.
- Maintained detailed records of interactions, ensuring compliance with regulatory requirements and company standards.
Program Coordinator
Drexel University
01.2012 - 02.2020
- Coordinated program schedules and resources to ensure timely completion of projects for liver and renal transplants.
- Developed training materials and facilitated workshops for team members.
- Monitored project progress, identifying potential risks and implementing corrective actions.
- Collaborated with stakeholders to gather requirements and define project scopes.
- Streamlined communication processes among team members providers for improved collaboration.
- Evaluated vendors and managed procurement processes to optimize resources for renal transplants members.
- Maintained detailed records of program activities and participant data, ensuring compliance with internal policies and external regulation with a detail excell worksheet highlighting important information relevant to the patient in order to stay on transplant list
- Provided exceptional customer service to program participants through prompt response times and attentive assistance with inquiries or concerns. I also had to make follow up appointments for patients and informed them of timely outcomes .
- Developed comprehensive training materials for volunteers, elevating quality of program delivery. i had to reach out Dept of Social Services, Federal Grants and Philadelphia Funding for available resources too.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Supported creation of detailed, technical financial models to value potential acquisition targets. Provided empathy and support throughout the process so patients can stay on renal and transplant lists.
Education
Associate of Applied Science - Health Information Management
Drexel University
Philadelphia, PA06-2020
Skills
- Upselling strategies
- Customer services
- Data entry skills
- Data entry
- Educating customers
- Conflict resolution
- Complaint handling
- Customer research
- Service-oriented mindset
Timeline
Customer Advocate
Centene
11.2021 - Current
Program Coordinator
Drexel University
01.2012 - 02.2020
Associate of Applied Science - Health Information Management
Drexel University