Summary
Overview
Work History
Education
Skills
Timeline
Generic

Stefanie Flaugher

Lehigh Acres,FL

Summary

Dynamic professional with a proven track record at United Healthcare, excelling in relationship building and project management. Spearheaded initiatives that enhanced member satisfaction and streamlined operations, resulting in significant efficiency improvements. Adept at effective negotiation and fostering team collaboration, driving continuous improvement and operational excellence.

Professional representative with extensive experience in customer support and relationship management. Expertise in addressing client concerns and implementing solutions that enhance customer loyalty. Leverages collaboration and adaptability to meet team goals and drive results, displaying strong communication and organizational skills.

Overview

21
21
years of professional experience

Work History

Complex Customer Care Senior Representative

United Healthcare
09.2022 - Current
  • Led initiatives to enhance member engagement and satisfaction through targeted communication strategies.
  • Mentored junior representatives, fostering skill development and improving team performance.
  • Analyzed claims processing workflows, identifying bottlenecks and implementing efficiency improvements.
  • Developed training materials for new staff, streamlining onboarding processes and ensuring knowledge retention.
  • Collaborated with cross-functional teams to optimize care coordination efforts for members with complex needs.
  • Conducted regular assessments of service delivery metrics, driving continuous improvement in operational outcomes.
  • Implemented quality assurance protocols that elevated standards for member interactions and service excellence.
  • Spearheaded projects focused on compliance with regulatory requirements, minimizing risks associated with operations.
  • Resolved issues through careful research and follow-up with customers.
  • Provided detailed performance reports for management review, facilitating data-driven decision making.
  • Supported team members in their daily tasks, fostering a cohesive and productive work environment.
  • Strengthened client relationships through excellent communication skills and consistent followup.
  • Increased customer satisfaction by promptly addressing concerns and providing effective solutions.
  • Developed comprehensive knowledge of industry trends, regulatory requirements, and best practices in order to provide informed guidance to clients.
  • Collaborated with cross-functional teams to achieve shared objectives and project milestones.
  • Reduced customer complaints with proactive problem-solving and prompt issue resolution.
  • Maintained accurate records of client interactions within CRM system for future reference.
  • Identified areas for process improvement within the department which led to increased operational efficiencies.
  • Optimized workflow efficiency through diligent organization of tasks, documentation, and resources.
  • Enhanced company reputation by delivering exceptional customer service at all times.
  • Managed high-volume workload while maintaining strong attention to detail and accuracy.
  • Demonstrated adaptability by successfully handling changing priorities and shifting deadlines without compromising performance standards or results delivery.
  • Answered questions quickly via email or return phone call within 48-hour period.
  • Achieved successful resolution of escalated issues during periods of high call volume.
  • Contributed to revenue growth by identifying upselling opportunities and promoting additional products or services.
  • Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
  • Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
  • Updated job knowledge by participating in educational opportunities, reading professional publications, and maintaining personal networks.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Generated reports detailing findings and recommendations.

Customer Service Representative

Liveops
03.2016 - 09.2022
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Managed customer accounts, ensuring accuracy and timely updates to information.
  • Assisted in training new team members, promoting knowledge sharing and collaboration.
  • Utilized CRM systems to document interactions and track customer feedback effectively.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Managed approximately 40 incoming calls, emails and faxes per day from customers.

General Manager

Fogarty's Restaurant
06.2012 - 03.2016
  • Led operational strategy to streamline workflows and enhance efficiency across multiple departments.
  • Developed and implemented budget management processes to optimize resource allocation and control costs.
  • Mentored and trained junior managers, fostering a culture of continuous improvement and professional growth.
  • Analyzed market trends to inform strategic planning and drive competitive positioning in the industry.
  • Established performance metrics to evaluate team effectiveness, driving accountability and results-oriented practices.
  • Spearheaded change management initiatives to improve operational processes and adapt to evolving market demands.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Developed and implemented strategies to increase sales and profitability.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Formulated policies and procedures to streamline operations.
  • Developed and implemented strategic marketing initiatives to increase customer engagement.

General Manager

Royal Floridian Resort & Spa
02.2005 - 01.2016
  • Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
  • Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
  • Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
  • Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
  • Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
  • Reduced time to market for new products by optimizing development processes and enhancing cross-functional team collaboration.
  • Boosted employee retention by developing comprehensive benefits package and fostering positive work environment.
  • Enhanced customer satisfaction with introduction of customer feedback system, leading to service improvements and repeat business.
  • Fostered culture of continuous improvement, introducing regular review sessions that boosted team performance and morale.
  • Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
  • Assisted in recruiting, hiring and training of team members.

Education

Bachelor of Science - Business Administration And Management

Northern University
DeKalb, IL
05.1998

Skills

  • Project management
  • Client relationship building
  • Customer support
  • Data entry proficiency
  • Client services
  • Paperwork processing
  • Business growth and retention

Timeline

Complex Customer Care Senior Representative

United Healthcare
09.2022 - Current

Customer Service Representative

Liveops
03.2016 - 09.2022

General Manager

Fogarty's Restaurant
06.2012 - 03.2016

General Manager

Royal Floridian Resort & Spa
02.2005 - 01.2016

Bachelor of Science - Business Administration And Management

Northern University

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