Reggie Ferguson
Callaway,VA
Summary
With a proven track record at UnitedHealthcare, I excel in leveraging exceptional communication skills and Microsoft Office proficiency to enhance customer service and operational efficiency. My ability to analyze and solve problems has consistently improved processes and team performance, demonstrating a confident approach to achieving and exceeding set goals.
Overview
9
9
years of professional experience
Work History
DSNP Navigator
UnitedHealthcare
Roanoke , VA
01.2019 - Current
- Actively listened to members in order to identify their needs and provide effective details in regards to their plan benefits.
- Provided customer service, led by compassion and integrity, to help identify member issues and research the root causes for the best resolutions.
- Facilitated member referrals to community agencies and other organizations, as needed.
- Assisted in developing strategies to address barriers that impede a member's progress towards achieving healthcare and social goals.
- Attend monthly Peer-to-Peer sessions to review performance and help improve the quality of calls.
- Supported my line of business as an Employee Experience Champ to help lead conversation about improving and providing a safe space for feedback in the navigation role.
- Served as an architect, under the leadership of Shanna Blatnik, to help develop the Change Champ role, which streamlines and provides better communication about changes to job roles, procedures, and policies.
Customer Service Advocate
UnitedHealthcare
Roanoke, VA
10.2017 - 01.2019
- Greeted and assisted customers through inbound calls, while assisting with inquiries regarding plan benefits, claims, and other services.
- Resolved customer complaints while staying in compliance with Medicare guidelines.
- Developed relationships with customers through friendly conversations, while maintaining and promoting a high standard that represented United Healthcare's core values.
- Performed follow-up/commitment procedures after customer service interaction was completed, as needed, to close any gaps in the member's needs.
- Conducted CMS test calls to test and ensure the phone lines were being properly serviced to meet Medicare's requirements.
- Reviewed metrics with leadership to review company goals and opportunities for improvement, to exceed those goals.
Operations Manager
Toys"R"Us
Roanoke, VA
08.2015 - 10.2017
- Monitored and improved efficiency of processes, team performance, and customer service as it related to product flow in and out of the store.
- Developed and implemented operational procedures to ensure quality standards are met.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Managed online shipping and receiving.
- Assisted the Asset Protection team in conducting monthly audits to ensure that inventory and work areas meet the company's requirements, in order to reduce overall shrinkage.
- Conducted quarterly and year-end reviews of staff performance, while providing feedback for improvement.
Education
Bachelor of Science - Apparel Merchandising
East Tennessee State University
Johnson City, TN05-1996
Skills
- Public speaking abilities
- Exceptional communication skills with coworkers, with the patients to learn and teach new skills to others
- Strong planning and time management skills
- Ability to dissect and understand the root cause of issues for problem-solving
- Able to adjust and adapt to the changing business needs
- Excellent customer service skills to provide clear communication to the member
- Able to collaborate and promote new ideas
- Knowledgeable about Microsoft Office products
- Aware of set goals and metrics in a call center capacity
References
References available upon request.
Timeline
DSNP Navigator
UnitedHealthcare
01.2019 - Current
Customer Service Advocate
UnitedHealthcare
10.2017 - 01.2019
Operations Manager
Toys"R"Us
08.2015 - 10.2017
Bachelor of Science - Apparel Merchandising
East Tennessee State University
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