Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Somer Mayhue

Las Vegas,NV

Summary

Dedicated and results-oriented customer service professional with 10 years of experience, specializing in maintaining the highest levels of professionalism, patience, and efficiency to enhance customer satisfaction and loyalty. Proficient in Google Doc , spreadsheet management, Canva. Known for exemplary leadership and management skills, sound judgment, and proficient decision-making abilities.

Overview

5
5
years of professional experience

Work History

Partner Support Specialist

Sunbit
10.2021 - Current
  • Enhanced partner satisfaction by providing timely and efficient support on various issues.
  • Streamlined communication with partners, ensuring prompt resolution of concerns and inquiries.
  • Developed training materials for new team members to facilitate a smooth onboarding process.
  • Managed multiple partner accounts, maintaining strong relationships and identifying growth opportunities.
  • Monitored partner performance metrics, identifying areas for improvement and implementing targeted action plans.
  • Maintained detailed records of partner interactions, tracking progress and ensuring timely follow-up on outstanding issues.
  • Optimized partner retention by addressing concerns proactively and offering tailored solutions to meet their unique needs.
  • Served as a liaison between partners and internal teams, facilitating seamless collaboration on projects and initiatives.
  • Provided mentorship to Partner Support team, guiding them through challenging situations and sharing best practices.
  • Delivered exceptional service levels to partners while adhering to strict compliance standards set forth by the organization.
  • Identified trends in partner feedback, enabling the company to proactively address common concerns and improve overall satisfaction rates.
  • Evaluated the effectiveness of current support practices, recommending adjustments that led to more efficient operations and better experiences for partners.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Monitored systems in operation and quickly troubleshot errors.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.

Customer Service Representative

Randstad (Anthem)
07.2020 - 10.2021
  • Scheduling appointments and assigning Primary Care Physicians for members.
  • Offering comprehensive information to members about their benefits.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Collaborating with healthcare providers to verify and manage multiple benefit enrollments.
    Ensuring the confidentiality of patient and provider information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Customer Service Representative

Knoah Solutions
06.2019 - 03.2020
  • Supporting departmental projects, including special assignments and flexible working hours.
  • Consistently meeting personal and team sales goals on a daily, weekly, and monthly basis.
  • Exceeding client and customer expectations through professional telephone interactions on both inbound and outbound calls.
  • Collecting and processing customer payment information.
  • Handling appointment scheduling and claim submissions for customers.
  • Reviewing and validating verbal enrollments for customers.

Customer Service Representative

Customer Contact Center
08.2018 - 06.2019
  • Utilizing multiple systems simultaneously to assist members with claims and inquiries.
  • Handling a high volume of 100-200 inbound calls daily.
  • Assisting customers in understanding their health insurance benefits.
  • Playing a pivotal role in achieving sales goals, consistently surpassing monthly targets.
  • Providing support to team members when necessary

Education

High School Diploma -

Paseo Acad. Of Performing Arts
Kansas City, MO
06.2011

Skills

  • Cross-Functional Coordination
  • Technical Proficiency
  • Process Improvement
  • Time Management
  • Leadership & Management
  • Judgment & Decision Making
  • Computer Skills ( Google Doc and spreadsheet)
  • Administration

Accomplishments

  • 1st graduating class for Top Flight: Training program
  • Two year tenure with Sunbit has equaled to 4 level ups
  • Core Value Nominee 3 times
  • Volunteered for Turkey Drive two years in a row
  • Helped with engagement activities throughout the contact center

Timeline

Partner Support Specialist

Sunbit
10.2021 - Current

Customer Service Representative

Randstad (Anthem)
07.2020 - 10.2021

Customer Service Representative

Knoah Solutions
06.2019 - 03.2020

Customer Service Representative

Customer Contact Center
08.2018 - 06.2019

High School Diploma -

Paseo Acad. Of Performing Arts

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Somer Mayhue