Staci Redman
Port Byron
Summary
Dynamic Customer Service Representative Lead at Optum with extensive call center experience and a proven track record in issue resolution. Recognized for enhancing client satisfaction through effective complaint handling and team coaching. Skilled in CRM software, I consistently exceeded performance metrics while fostering a collaborative environment for continuous improvement.
Overview
7
7
years of professional experience
Work History
Customer Service Representative Lead, RET
Optum
03.2023 - Current
- Assisted customers with inquiries, providing accurate information and resolving issues promptly.
- Promoted from T1 agent to T2 agent. From there went on to become a Resolution Expert Team agent.
- Skilled to take repeat member calls to help come to a resolution assisting members come to a resolution in more difficult calls that continuously come into the call center
- Collaborated with team members to enhance customer service processes and improve client satisfaction.
- Maintained knowledge of company products and services to support effective customer interactions.
- Supported training initiatives for new representatives, fostering a collaborative learning environment.
- Documented customer interactions in CRM system, ensuring data accuracy and integrity.
- Participated in regular team meetings, sharing feedback and suggestions to enhance service delivery.
- Consistently met or exceeded performance metrics, leading to increased team success and recognition.
- Trained fellow agents, providing guidance on best practices in customer service to get higher Quality Audits.
Customer Service Representative
United Healthcare
06.2020 - 03.2023
- Resolved members inquiries through effective communication and problem-solving techniques.
- Claims Representative assisting with denied claims with provider offices
- Assisting members with their policies. Reviewing the contract per guidelines of coverage and non covered benefits.
- Developed in-depth understanding of insurance policies and procedures.
- Provided exceptional customer service, addressing concerns and resolving issues promptly.
- Delivered personalized customer service, addressing policyholder concerns and clarifying coverage details.
- Utilized CRM software to track interactions, maintaining comprehensive records of customer engagements.
- Collaborated with team members to streamline processes and improve response times for support requests.
- Assisted clients in understanding claim procedures, enhancing customer satisfaction and trust.
- Reviewed documentation for accuracy, improving overall processing efficiency.
- Collaborated with cross-functional teams to resolve complex claims issues effectively.
- Worked productively in fast-moving work environment to process large volumes of claims.
Customer Service Representative
United Healthcare Group
04.2018 - 06.2020
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
GED -
Black Hawk College
Moline, ILSkills
- Call center experience
- Reporting and analysis
- Escalation management
- Stress tolerance
- Complaint handling
- Inbound and outbound calls
- Continuous improvement
- Team coaching
- Issue resolution
- Teamwork and collaboration
- Customer service
- Attention to detail
Accomplishments
- Collaborated with team of [Number] in the development of [Project name].
- Documented and resolved [Issue] which led to [Results].
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Customer Service Representative Lead, RET
Optum
03.2023 - Current
Customer Service Representative
United Healthcare
06.2020 - 03.2023
Customer Service Representative
United Healthcare Group
04.2018 - 06.2020
GED -
Black Hawk College
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