Summary
Overview
Work History
Education
Skills
Languages
Timeline
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SELNA MERILAN

Chinquapin,NC

Summary

Results oriented professional, highly adaptable at learning and understanding new procedures and techniques expertise in anticipating and responding to customers and techniques. Possess excellent communications, outstanding interpersonal and strong analytical skills. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

18
18
years of professional experience

Work History

Patience Service Representatives

United Healthcare Group
09.2014 - Current


  • Customer Engagement Specialists
  • Assist members to Enroll for Quality health insurance
  • Maintain timely, accurate records and billing as required
  • Remains fully engaged with members until goals are completed utilizing motivational interviewing
  • Demonstrated ability and skill to work collaboratively with co-workers, members, families
  • Provide Educational support and guide members about choosing a medical Plan
  • Sales
  • Updated account information to maintain customer records.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Tracked customer service cases and updated service software with customer information.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Outpatient Secretary

Rhode Island Hospital
01.2010 - 01.2014
  • Responsible for receiving and processing patients and their records through a clinic/treatment area
  • Scheduling out-patient
  • Updated electronic records
  • Ensures an orderly patient flow, that patient's record is available and complete prior to visit/treatment
  • Maintain and develop positive business relationships with internal and external customer’s service
  • Skills, experience in serving culturally diverse populations
  • Assists in promoting a safe and caring patient environment
  • Scheduled appointments and conducted follow-up calls to clients.
  • Answered multi-line phone system and enthusiastically greeted callers.

Customer Service Representative

Arkwright Corporate
01.2006 - 01.2007
  • Ensured that each customer receives outstanding service
  • Maintained solid product knowledge and all other aspects of customer service
  • Coordinated details on orders and shipments with warehouse personnel
  • Contacted customers concerning order placement and order acknowledgements

Education

Certificate in Medical Coding -

U S Career Institute
Collins, CO
01.2010

RI Certificate in Accounting/Bookkeeping - undefined

Rhode Island College

Skills

  • Multi-Line Telephone Operation
  • Data Evaluation
  • Customer Service
  • Problem-Solving Ability
  • Understanding Customer Needs
  • Active Listening

Languages

Spanish
Native or Bilingual

Timeline

Patience Service Representatives

United Healthcare Group
09.2014 - Current

Outpatient Secretary

Rhode Island Hospital
01.2010 - 01.2014

Customer Service Representative

Arkwright Corporate
01.2006 - 01.2007

Certificate in Medical Coding -

U S Career Institute

RI Certificate in Accounting/Bookkeeping - undefined

Rhode Island College

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SELNA MERILAN