Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

RACHEL MOUNTS

Thornton,WA

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.

Overview

9
9
years of professional experience

Work History

Senior Broker Support

United Healthcare
04.2023 - Current
  • Researched and resolved routine and complex issues.
  • Processed eligibility and benefits verification and authorization requests.
  • Acted as subject matter expert, answering internal and external questions and inquiries.
  • Utilized PCL, GPS, and Compas to document and track customer account details.
  • Responded to agent/broker calls swiftly to resolve issues and answer questions.
  • Completed data entry tasks with accuracy and efficiency.
  • Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Educated Agents on company systems, form completion and access to services.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Improved productivity by coaching team members on process and procedure efficiency.

Sales Support Representative, UnitedHealthCare

Aston Carter
06.2022 - 04.2023
  • Researched and resolved routine and complex issues.
  • Processed eligibility and benefits verification and authorization requests.
  • Acted as subject matter expert, answering internal and external questions and inquiries.
  • Utilized PCL, GPS, and Compas to document and track customer account details.
  • Responded to Agent calls swiftly to resolve issues and answer questions.
  • Completed data entry tasks with accuracy and efficiency.
  • Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Educated customers on company systems, form completion and access to services.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.

Customer Service Representative

Verizon
11.2021 - 03.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained up-to-date knowledge of product and service changes.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Educated customers on current promotions, upgrades or new offerings available under current plan.

Inventory Control Specialist

Sportsman's Warehouse
04.2015 - 02.2021
  • Completed weekly cycle counts to maintain accuracy of records
  • Recorded information, shortages and discrepancies to keep records current and accurate
  • Addressed internal supply problems
  • Created shipping and invoicing documents with accurate customer, destination and materials information to meet shipper standards and identify any fraudulent orders
  • Exceeded goals through effective task prioritization and great work ethic
  • Supervised and guided new employees on front end policies and procedures and responded quickly to questions, which improved understanding of job responsibilities
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Cashier

Petsmart
11.2014 - 02.2015
  • Helped customers complete purchases, locate items and join reward programs
  • Restocked and organized merchandise in front lanes
  • Answered questions about store policies and addressed customer concerns
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels
  • Used POS system to enter orders, process payments, and issue receipts.

Education

Some College (No Degree) - Health And Sciences

Front Range Community College
Westminster, CO

Some College (No Degree) - Applied Science

Chemeketa Community College
Salem, OR

High School Diploma -

South Salem High School
Salem, OR
06.2004

Skills

  • Organization and Time management
  • Computer Proficiency
  • Training and Mentoring
  • Generating Reports and Documents
  • Detail-Oriented
  • Call Documentation
  • Account Management
  • Inbound and Outbound Calling
  • Enrollment Verification and Processing
  • Project Management
  • Eligibility Verification
  • Instructional Coaching

Accomplishments

    Took part in the design of our "Note Creator" excel document to help streamline our required documentation.


    Coaching fellow team members on Commissions.


    Attended All Employee Team Meetings, and presented on the discussion with the team.


    Acted as interim Team Lead while our Team Lead was out on PTO.


    Won a number of Awards during the 2023 AEP season.


    Achieved Employee of the Month from United Healthcare, Sportsman's Warehouse and Petsmart numerous times.



Timeline

Senior Broker Support

United Healthcare
04.2023 - Current

Sales Support Representative, UnitedHealthCare

Aston Carter
06.2022 - 04.2023

Customer Service Representative

Verizon
11.2021 - 03.2022

Inventory Control Specialist

Sportsman's Warehouse
04.2015 - 02.2021

Cashier

Petsmart
11.2014 - 02.2015

Some College (No Degree) - Health And Sciences

Front Range Community College

Some College (No Degree) - Applied Science

Chemeketa Community College

High School Diploma -

South Salem High School

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