Personable and dedicated Customer Service Representative with extensive experience in Call Center industry. Solid team player with upbeat, positive attitude 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, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
26
26
years of professional experience
Work History
Customer Care Professional
UnitedHealth Group
Long Beach, CA
2022.12 - Current
Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Maintained high satisfaction score by consistently resolving first-call issues.
De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Kept customer and system account information accurate and current to support timely resolutions for concerns.
Educated customers where applicable to alleviate need for future contact.
Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
Customer Care Professional
Optum, UnitedHealth Group
Long Beach, CA
2023.06 - 2024.05
Responded to customer inquiries via phone, email and chat.
Provided product and service information to customers.
Resolved customer complaints in a timely manner.
Created detailed documentation of customer interactions for future reference.
Investigated complex or escalated issues and provided solutions where possible.
Collaborated with other departments to resolve customer inquiries quickly and efficiently.
Listened attentively to customer needs, clarified information, researched every issue and provided solutions in a timely manner.
Demonstrated empathy towards customers during difficult conversations.
Provided support to colleagues regarding customers' queries or complaints.
Monitored performance metrics related to customer care activities.
Kept customer and system account information accurate and current to support timely resolutions for concerns.
Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Referred unresolved customer grievances to designated departments for further investigation.
Adjusted bills and refunded money to resolve customers' service or billing complaints.
Call Center Representative
Consumer Attorney Marketing Group
Woodland Hills, CA
2022.02 - 2022.09
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Managed customer expectations by clarifying needs, identifying options and recommending products and services.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Documented customer correspondence in CRM to track requests, problems and solutions.
Maintained strong call control and quickly worked through scripts to address problems.
Navigated through computer systems to review information and respond appropriately to callers.
Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Educated customers on special pricing opportunities and company offerings.
Documented customer correspondence in CRM to track requests, problems and solutions.
Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Assisted customers with making payments or establishing payment plans to bring accounts current.
Fielded customer complaints and queries, fast-tracking them for problem resolution.
Upheld quality control policies and procedures to increase customer satisfaction.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Audited customer account information to identify issues and develop solutions.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Consulted with customers to resolve service and billing issues.
Processed documentation and troubleshot discrepancies to build client rapport.
Troubleshot shortages and overages to support quality control efforts.
Answered incoming telephone calls to provide store, products and services information.
Analyzed customer activity to promote safe and secure environment.
Made outbound calls to obtain account information.
Member Service Representative
Alignment Healthcare
Long Beach, CA
2021.06 - 2021.08
Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
Helped members resolve account problems and navigate internal systems to handle routine needs.
Maintained strong knowledgebase of product options and sales promotions to better serve every customer.
Assessed customer account information to determine current issues and potential solutions.
Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
Consulted with customers regarding needs and addressed concerns.
Remote Customer Support Agent
Reveleer
Irvine, CA
2021.04 - 2021.05
Utilized customer service skills and detailed system knowledge to support hospital and clinic operations.
Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
Provided consultations for patients about rights and services.
Provided excellent service and attention to customers when face-to-face or through phone conversations.
Checked daily doctor schedules and verified insurance.
Referred patients to appropriate professionals and services.
Remote Customer Support Agent
Answernet Telepartners
Long Beach, CA
2020.12 - 2021.03
Evaluated customer account information to assess current issues and determine potential solutions.
Delivered service and support to each customer, paving way for future business opportunities.
Escalated customer concerns, store issues and inventory requirements to supervisors.
Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Sr Tech Project Manager at UnitedHealth Care Medicare & Retirement, UnitedHealth GroupSr Tech Project Manager at UnitedHealth Care Medicare & Retirement, UnitedHealth Group