Rachel Noetzel
Chula Vista,CA
Summary
Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction.
Overview
17
17
years of professional experience
Work History
Customer Experience Associate
Magellan Healthcare
06.2023 - Current
- Provides excellent customer service to a diverse range of customers, demonstrating strong problem-solving and communication skills.
- Resolves complex customer issues with tact and empathy, developing innovative solutions that exceeded client expectations.
- Maintains accurate records of all customer interactions, including detailed notes on conversations, resolutions, and follow-up actions.
- Researches, articulately communicates medical information regarding a variety of services including: educating providers on claims, member eligibility, benefits, EAP services, claim status, and authorization inquiries to callers while maintaining confidentiality/Protected Health Information (PHI.).
- Facilitates routine referrals and triage decisions not requiring clinical judgment. Comprehensively assembles and enters patient information into the appropriate delivery system.
- Leads or participates in activities as requested that help improve Care Center performance, quality, and culture.
- Navigate Magellan’s systems, document customers' comments/information and forwards required information. Responsible for reading and retaining information disseminated through multiple resources, ensuring calls are addressed accurately and appropriately per account information.
- Meets key performance indicators and service standards while showing compassion to members and providers per Magellan’s values and mission. Identifies and responds to crisis calls with appropriate resource.
Customer Service Representative
San Diego Associations Of Government (Sandag)
07.2019 - 06.2022
- Responded proactively and positively to rapid change.
- Respond to general questions about the Express Lanes and away agencies by telephone, in person, via email, or mail.
- Provide information to customers about payment options ; prepare collection notices for overdue account balances ; diffuse difficult customer situation and facilities account resolution.
- Process customer transactions including payments made by credit card, personal check/money order, or cash.
- Maintain accurate account information and records of customer communications using a Customer Relationship Management (CRM) software ; maintain the confidentiality and integrity of customer data.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Utilized Microsoft Excel to categorize delinquent accounts.
Customer Service Representative
Transcore (I-15 Express Lanes)
12.2015 - 07.2019
- Respond to general questions about the Express Lanes and away agencies by telephone, in person, via email, or mail.
- Provide information to customers about payment options ; prepare collection notices for overdue account balances ; diffuse difficult customer situation and facilities account resolution.
- Process customer transactions including payments made by credit card, personal check/money order, or cash.
- Maintain accurate account information and records of customer communications using an Account Management System (AMS) software ; maintain the confidentiality and integrity of customer data.
- Assemble welcome kit and account materials ; refurbish and test transponders.
- Handle outgoing and incoming mail.
- Responded proactively and positively to rapid change.
Customer Service Representative
American Customer Care
01.2014 - 01.2015
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Recommends potential products or services to management by collecting customer information and analyzing customer needs
- Provide timely and accurate information to incoming customer order status and product knowledge requests
- Process customer orders/changes according to established department policies and procedures
- Respond to general questions about the Express Lanes and away agencies by telephone, in person, via email, or mail
- Provide information to customers about payment options ; prepare collection notices for overdue account balances ; diffuse difficult customer situation and facilities account resolution
- Process customer transactions including payments made by credit card, personal check/money order, or cash
- Maintain accurate account information and records of customer communications using an Account Management System (AMS) software ; maintain the confidentiality and integrity of customer data
- Assemble welcome kit and account materials ; refurbish and test transponders
- Handle outgoing and incoming mail.
Cashier
McDonald's
01.2008 - 01.2012
- Received payment by cash, credit cards, or automatic debits
- Checked to ensure that appropriate changes were made to resolve customers' problems
- Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Referred unresolved customer grievances to designated departments for further investigation
- Solicited sales of new or additional services or products.
Education
No Degree - Business
Southwestern College
2014
High School Diploma -
Chula Vista High School
2009
Skills
- 8 years in a call center environment
- Proficient with keyboard functions and navigation between multiple computer applications
- Active Listening
- Account Management
- Managing Multiple Tasks
- Microsoft Word
- Adaptability and Flexibility
- Professionalism
- Attention to Detail
- Reading Comprehension
- Ability to adapt to and embrace any challenge and opportunity presented
- CRM Software
Additional Information
Currently taking courses In Excel to enhance my skills in this area.
Timeline
Customer Experience Associate
Magellan Healthcare
06.2023 - Current
Customer Service Representative
San Diego Associations Of Government (Sandag)
07.2019 - 06.2022
Customer Service Representative
Transcore (I-15 Express Lanes)
12.2015 - 07.2019
Customer Service Representative
American Customer Care
01.2014 - 01.2015
Cashier
McDonald's
01.2008 - 01.2012
No Degree - Business
Southwestern College
High School Diploma -
Chula Vista High School
Similar Profiles
Pradeep Sagar Reddy DaggulaPradeep Sagar Reddy Daggula
Data Analyst/Tableau, Qlik and Data Governance at Magellan HealthcareData Analyst/Tableau, Qlik and Data Governance at Magellan Healthcare
Shannon RandShannon Rand
Onboarding Specialist/Trainer at Magellan HealthcareOnboarding Specialist/Trainer at Magellan Healthcare
Abayomi AnisereAbayomi Anisere
Claims Resolution Analyst at Magellan HealthcareClaims Resolution Analyst at Magellan Healthcare