Rachel Randle
Conroe,TX
Summary
Dynamic customer service professional with a robust background in service delivery and a proven ability to multitask effectively. Expertise in building professional relationships that enhance customer satisfaction and drive profitability. Proficient in identifying improvement opportunities and implementing solutions to elevate service quality. Committed to delivering exceptional experiences that contribute to overall business success.
Overview
10
10
years of professional experience
Work History
Remote Member Engagement Coordinator
Benelynk
01.2025 - 01.2026
- Evaluated and maintained adherence to performance metrics, including schedule compliance, telephone availability, work rate, and key performance indicators, to drive high productivity and service excellence.
- Defused sensitive situations with empathy while enforcing policy; safeguarded PHI and adhered to HIPAA requirements.
- Streamlined inquiry resolution by delivering timely updates and actionable next steps, effectively reducing repeat inquiries.
- Cultivated a workplace culture by modeling behaviors and attitudes that reflect Benelynk's vision, mission, and core values.
Remote Customer Service Advocate
United Healthcare
Sugar Land, TX
11.2015 - 10.2024
- Attained first call resolution for customer issues while collaborating with experts to enhance efficiency.
- Facilitated communication with members, prescribers, and pharmacists to address benefit inquiries and process prior authorization requests.
- Resolved customer issues to maintain efficient operations and meet established turnaround expectations.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
Education
Medical Assistance Program -
Fortis Institute
Houston, Texas04.2011
High School Diploma/GED -
Westbury High School
Houston, Texas05.2005
Skills
- Efficient typing skills at 50 WPM
- Interpersonal Skills
- Client support expertise
- Quick learner in dynamic situations
- Call center experience
- Analytical reasoning
- Network optimization expertise
- Advanced Excel skills
Languages
English
Native/ Bilingual
References
References available upon request.
Timeline
Remote Member Engagement Coordinator
Benelynk
01.2025 - 01.2026
Remote Customer Service Advocate
United Healthcare
11.2015 - 10.2024
Medical Assistance Program -
Fortis Institute
High School Diploma/GED -
Westbury High School