Robert Flores
Chandler,AZ
Summary
Adept at addressing customer issues with service excellence, I significantly enhanced client relationships at Optum. Leveraging clear verbal communication and data maintenance proficiency, I collaborated effectively across teams, resolving complex issues and ensuring client satisfaction. My professional demeanor in stressful situations and expertise in benefits interpretation underscore my ability to deliver outstanding results.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Representative
Optum
Phoenix, AZ
06.2015 - Current
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Resolve concerns and provide solutions to clients over the phone.
- Kept records of customer interactions, thoroughly recording details of inquiries.
- Collaborated with the Tier 2 team to review and reprocess disputed claims.
- Provided support to analytical team on data entry and findings initiative.
- Delivered extra assistance on the Covid 19 scheduling line.
- Handled client questions relating to various offered plans at United Health Care.
- Helped clients choose optimal plans matching their needs.
- Arranged appointments for prospective clients with representatives.
- Facilitated accurate completion of client applications for updated plans.
- Built expertise in product specifics to respond adeptly to diverse customer questions.
Education
Medical Assistant -
Lamson College
Tempe, AZ11.2010
General studies -
Marcos de Niza Highschool
Tempe, AZ05.2002
Skills
- Service Excellence
- Clear Verbal Communication
- Effective Time Management
- Document Analysis
- Addressing Customer Issues
- Call Handling Expertise
- Effective Call Management
- Benefits interpretation
- Complex Issue Resolution
- Data Maintenance Proficiency
- Strengthening Client Relationships
- Professional Demeanor in Stressful Situations
- Effective Call Logging
- Cross-functional collaboration
- Call center experience
References
References available upon request.
Timeline
Senior Customer Service Representative
Optum
06.2015 - Current
Medical Assistant -
Lamson College
General studies -
Marcos de Niza Highschool
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