Sienna Dailey
Danville,VA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
United Healthcare
Danville, VA
04.2024 - Current
- 1. Answering customer questions: Helping customers understand their health plans, benefits, claims, and coverage options.
- 2. Resolving issues: Addressing complaints, resolving billing or claim discrepancies, and helping customers navigate the healthcare system. 3. Providing guidance: Explaining how to use insurance portals, submit claims, or appeal denied claims.
- 4. Maintaining records: Documenting customer interactions, issues, and resolutions for future reference.
- 5. Compliance and confidentiality: Ensuring all actions comply with healthcare laws, such as HIPAA, and maintaining the confidentiality of customer information.
Customer Service Representative
Intuit turbo tax (temp)
Danville, VA
03.2024 - 04.2024
- Reviewed and analyzed financial statements to identify tax liabilities and potential deductions.
- Prepared federal, state, and local tax returns for individuals, businesses, trusts, estates, non-profit organizations and partnerships.
- Researched complex tax issues in order to provide accurate advice and guidance.
- Ensured compliance with applicable laws and regulations regarding taxation matters.
- Maintained up-to-date knowledge of all current developments in taxation law, regulation, policy or practice.
Sales Supervisor
Goodwill Industries Of The Valleys
Danville, VA
04.2019 - 05.2023
- Developed and implemented sales strategies to increase customer base.
- Conducted weekly performance reviews with the sales team to ensure goals were being met.
- Monitored daily operations of sales team, including customer service, product knowledge, marketing initiatives.
- Analyzed customer feedback to identify areas where improvements could be made in products or services offered by the company.
- Provided guidance and support to all members of the sales team to ensure successful completion of tasks.
- Intervened in difficult customer situations to resolve issues quickly and efficiently.
Customer Service Representative
Portfolio Recovery Associates
Danville, VA
08.2019 - 03.2022
- Identified delinquent accounts and contacted debtors to negotiate payment terms.
- Analyzed customer financial information and determined appropriate payment plans.
- Verified accuracy of account information and updated records accordingly.
- Explained the consequences of non-payment in a professional manner.
- Assessed customer financial situations to identify hardship cases that required special consideration or alternative repayment options.
Shift Manager
McDonald's
Danville, VA
02.2015 - 08.2019
- Monitored store operations to ensure compliance with company policies and procedures.
- Oversaw the training of new employees on customer service, product knowledge, and cash handling techniques.
- Conducted daily shift meetings to review sales goals, safety issues, promotions, and other topics.
- Provided coaching and guidance to team members when necessary to improve performance.
- Ensured completion of all opening and closing duties were completed accurately according to established guidelines.
- Analyzed sales reports for trends in order to identify areas for improvement or growth opportunities.
- Responded quickly and effectively to emergency situations as they arose.
- Inspected work areas regularly for cleanliness and organization standards.
- Enforced safety standards throughout the store including proper use of equipment.
- Managed daily cash intake by counting out registers and tabulating profits.
Education
GED -
George Washington High School
Danville, VA08-2015
Skills
- Report Generation
- Product Knowledge
- Inbound and Outbound Calling
- Data Entry
- Complaint resolution
- Data Collection
- Call Management
- Account updating
- Escalation management
- Appointment Scheduling
Timeline
Customer Service Representative
United Healthcare
04.2024 - Current
Customer Service Representative
Intuit turbo tax (temp)
03.2024 - 04.2024
Customer Service Representative
Portfolio Recovery Associates
08.2019 - 03.2022
Sales Supervisor
Goodwill Industries Of The Valleys
04.2019 - 05.2023
Shift Manager
McDonald's
02.2015 - 08.2019
GED -
George Washington High School
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