Summary
Overview
Work History
Education
Skills
Timeline
Generic

Perin Burth

SAN DIEGO,CA

Summary

Dynamic Care Support Specialist with a proven track record at Magellan Health, excelling in customer service and remote support. Skilled in training and coaching, I enhanced team efficiency and improved service delivery. Recognized for exceptional problem-solving abilities and a commitment to customer satisfaction, I consistently fostered positive client relationships.

Overview

10
10
years of professional experience

Work History

Care Support Specialist

Magellan Health
08.2016 - 01.2025
  • Provided technical support to clients, resolving inquiries and issues efficiently.
  • Assisted in developing user guides and training materials for new software implementations.
  • Managed customer communications, ensuring timely responses and high satisfaction levels.
  • Collaborated with cross-functional teams to streamline operational processes and improve service delivery.
  • Monitored service metrics, ensuring adherence to quality standards and continuous improvement practices.
  • Trained new team members on support protocols and company systems for enhanced productivity.
  • Implemented feedback mechanisms to gather client insights, driving enhancements in service offerings.
  • Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Trained new team members on support protocols and tools, enhancing team efficiency and service quality.
  • Conducted regular follow-ups with customers to ensure their issues were fully resolved and to gather feedback for service improvement.

Customer Care Representative

Sharp Health Plan
02.2015 - 08.2016
  • Provided exceptional customer support by resolving inquiries related to health plan benefits and services.
  • Assisted members in navigating online account tools, enhancing user experience and satisfaction.
  • Collaborated with team members to streamline communication processes, improving response times to member inquiries.
  • Educated customers on health plan options, ensuring clarity and understanding of coverage details.
  • Documented interactions accurately in CRM systems, maintaining comprehensive records for future reference.
  • Identified recurring issues through customer feedback, proposing solutions to enhance service delivery.
  • Led initiatives to improve call handling efficiency, contributing to overall team performance metrics improvement.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.

Education

High School Diploma -

Morse High School
San Diego, CA

Skills

  • Customer service
  • Remote support
  • Support services
  • Customer relationship management
  • Training and coaching
  • Empathy and patience
  • Escalation handling
  • Customer engagement
  • Customer needs assessment
  • Call center operations
  • Active listening
  • Interpersonal skills
  • Customer communication and empathy
  • Highly professional
  • Friendly and patient
  • Attention to detail
  • Organizational skills
  • Problem-solving
  • Teamwork and collaboration

Timeline

Care Support Specialist

Magellan Health
08.2016 - 01.2025

Customer Care Representative

Sharp Health Plan
02.2015 - 08.2016

High School Diploma -

Morse High School

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