Microsoft Word
Sharon Oudkerk
Sun City Center,FL
Summary
Customer Service Advocate with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and train in call handling best practices to promote accurate and consistent call responses.
Overview
13
13
years of professional experience
Work History
Senior Customer Service Advocate/Job Trainer
UnitedHealthGroup
03.2016 - Current
- Maintained current knowledge of company policies, products and marketing initiatives to better serve each provider.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted over 100 providers and listened closely to problems described to determine solutions per day.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Followed up with providers about resolved issues and completed claim reviews to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Provided one-on-one coaching to employees struggling with specific tasks, ultimately boosting their confidence and efficiency at work.
- Trained and mentored new hires to fulfill the customer service role.
Utilization Support Coordinator
Metropolitan Jewish Health System
11.2014 - 01.2016
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Monitored over more than 100 employee and customer interactions to assess quality of service per day.
Office Coordinator
Ropen Healthcare Services
06.2011 - 11.2014
- Prepared meeting materials and took clear notes to distribute to many Home Health Aides.
- Delivered clerical support by handling range of routine and special requirements.
- Monitored vendor accounts and product updates to verify competitive pricing.
- Efficiently supervised filing, sorting and handling incoming and outgoing mail.
- Supported HR by completing new hire orientation, incident reports and benefits paperwork on behalf of office employees.
- Oversaw accurate and efficient database management and digital file storage to support operational and recordkeeping requirements.
- Interacted with Aides by phone, email or in-person to provide information.
- Evaluated more than 100 employee records and productivity to complete employee evaluations each week.
- Managed office activities by maintaining communication between clients, tracking records and filing all documents.
Education
Associate of Science - Business Administration
Medgar Evers College of The City University of New York
Brooklyn, NY06.2017
Skills
- Customer Engagement
- Customer Service
- Empathy
- Problem-Solving
- Telephone Etiquette
- Relationship Building
- Strong Work Ethic
- Teamwork
Software
Microsoft Excel skills
Microsoft Outlook
Iset and Unex software trained
Timeline
Senior Customer Service Advocate/Job Trainer
UnitedHealthGroup
03.2016 - Current
Utilization Support Coordinator
Metropolitan Jewish Health System
11.2014 - 01.2016
Office Coordinator
Ropen Healthcare Services
06.2011 - 11.2014
Associate of Science - Business Administration
Medgar Evers College of The City University of New York