Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Sarah Penttinen

Duluth,MN

Summary

Known for high productivity and efficient task completion. Specialize in team leadership, conflict resolution, and operational oversight. Excel in communication, problem-solving, and adaptability to ensure smooth operations and workplace harmony. Committed to fostering positive work environments and achieving goals through effective supervision and staff engagement.

Overview

18
18
years of professional experience

Work History

IRT

UnitedHealthcare
Duluth, MN
07.2024 - Current
  • Completed day-to-day duties accurately and efficiently.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Worked with cross-functional teams to achieve goals.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Prioritized and organized tasks to efficiently accomplish service goals.

OST Supervisor

UnitedHealthcare
Duluth, MN
07.2023 - 07.2024
  • Established timelines for completion of editing tasks and ensured that all deadlines were met on time.
  • Collaborated with health plans, directors, managers and other personnel to ensure that reports and other projects meet expectations in terms of content quality and state regulations.
  • Communicated regularly with my team regarding changes in work, QVC, Metrics, and various other things.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Led weekly team meetings to discuss progress, address issues, and plan future actions.
  • Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
  • Monitored employee attendance, addressing any punctuality or absenteeism issues.
  • Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
  • Trained new employees on company policies, job duties, and performance expectations.

OST Operations Specialist

UnitedHealthcare
Duluth, MN
08.2022 - 07.2023
  • Individual Family Plan (IFP) is partnered with our processing teams to help process such files as the RCNO and rejection files. IFP also works eligibility and billing issues for FFM and state based exchange states. IFP Specialist also work closely with our IRT teams and health plan partners resolving issues.
  • Provided training and guidance to staff on operational procedures, policies, and regulations.
  • Coordinated resources and personnel to complete projects on time and within budget constraints.
  • Analyzed customer feedback to improve operations processes and increase customer satisfaction.
  • Implemented new processes to streamline daily tasks, resulting in increased efficiency.

Client Services Manager

UnitedHealthcare
Duluth, MN
08.2008 - 08.2022
  • Provided guidance to team members on how to handle difficult situations with clients.
  • Organized regular meetings with clients to discuss upcoming projects and initiatives.
  • Trained new staff members on customer service processes and procedures.
  • Maintained accurate records of all customer interactions, transactions, comments and complaints.
  • Collaborated with other departments to resolve complex customer issues.
  • Established clear communication channels between customers and internal teams.
  • Responded promptly to any escalated customer service issues.
  • Ensured compliance with company policies and procedures when dealing with customers.
  • Developed and maintained relationships with clients to ensure satisfaction.

Optum Health Bank Customer Service Assoc

UnitedHealthcare
12.2006 - 08.2008
  • Provided customer service to members who called into the bank about their Health Savings Accounts (HSA).
  • Demonstrated active listening skills when responding to customer questions and complaints.
  • Resolved customer inquiries in a timely manner.
  • Answered phone calls from customers promptly and courteously.

Education

Master of Science in I/O Psychology -

University of Phoenix
Phoenix, AZ
03.2021

Bachelor of Science in Psychology -

University of Phoenix
Phoenix, AZ
05.2017

Skills

  • Proficient in Microsoft Office
  • Professional written and verbal communication
  • Detail oriented
  • Organization
  • Collaboration
  • Proficient in such systems as PRIME, CES/UNET, FACETS, ISET, ACET, Employer E services, IEX, OMEGA, DAA, NICE, SEED, iDash

Accomplishments

  • QVC recipient
  • Culture Ambassador
  • Employee Experience Champ
  • Deliver high levels of service to clients in effort to build upon relationships for the future.
  • Support other employees when they are out of the office.
  • Provide solutions.
  • Support our Groups, General Agents, Brokers, and Health Plans with their emailed issues.
  • Back-up phone team with higher volumes at open enrollment.
  • Participate in surveys.
  • Participate in chat groups aiding with peer questions.
  • Implemented new procedures and technologies that improved efficiency and streamlined operations.
  • Leadership
  • Overseeing daily operations of the OST Operations team, ensuring compliance with state turnaround times and regulations. Also responsible for analyzing daily metrics, identifying trends, areas that need improvement, developing strategies to improve team performance

References

References available upon request.

Timeline

IRT

UnitedHealthcare
07.2024 - Current

OST Supervisor

UnitedHealthcare
07.2023 - 07.2024

OST Operations Specialist

UnitedHealthcare
08.2022 - 07.2023

Client Services Manager

UnitedHealthcare
08.2008 - 08.2022

Optum Health Bank Customer Service Assoc

UnitedHealthcare
12.2006 - 08.2008

Master of Science in I/O Psychology -

University of Phoenix

Bachelor of Science in Psychology -

University of Phoenix

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Sarah Penttinen