Hi, I’m
Sunshine Pinkerton
Montgomery,TX
Summary
Results-driven professional successful in establishing relationships with customers to deliver quality service. Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Overview
10
years of professional experience
Work History
Optum, UnitedHealth Group
Care Coordinator Supervisor
04.2023 - 09.2023
Job overview
- Developed and implemented training programs to improve individual capabilities and enhance team performance during company merge
- Monitored, tracked, and conveyed important patient information to Care Coordinators to help optimize treatment planning and care delivery
- Updated policies and procedures, leading continuous improvement of assessments and care
- Provided regular coaching and feedback to Care Coordinators to enhance customer service
- Trained staff to improve telephone presence and communication skills
- Improved nationwide company efficiency by automating the manual task of mailing out Tried to Reach You letters
- Created and presented weekly meeting agendas for team meetings using PowerPoint
Tailored Brands Call Center
Team Coach
05.2022 - 04.2023
Job overview
- Scheduled, conducted, and documented coaching sessions on various call center topics
- Communicated with international and domestic distribution centers to handle supply chain requests
- Motivated employees to boost morale and enhance customer service experience
- Improved team call satisfaction ratings through proactive one-call resolutions
- Created and implemented telephone skills and program information training sessions to boost aptitude
- De-escalated customer service issues when Tier-2 team members needed assistance
Critical Path Resources
Service Coordinator
03.2016 - 05.2022
Job overview
- Prioritized and promptly supported customer inquiries via email, in-person, and phone
- Resolved customer complaints and issues to drive satisfaction and loyalty
- Facilitated communication between construction laborers and customers
- Prepared presentations and reports on service performance metrics for management review using PowerPoint and SharePoint
Education
University of HoustonHouston, TX
BBA from Management
05.2021
University Overview
- Dean's List Spring 2020
- Honor Society Member 2020
Houston Community CollegeHouston, TX
Associate of Arts
12.2016
University Overview
- Dean's List Fall 2016
Skills
- Working Knowledge of Microsoft Office Programs (Word, Excel, PowerPoint, Outlook, Teams, OneDrive)
- Customer service background
- Excellent phone demeanor
- Account management
- Data entry skills
- Ability to type 80 words per minute
- Quote information
- Client needs analysis
- Written Communication
- Phone skills
- Flexible and Adaptable
- Analytical and Critical Thinking
Hobbies
Reading Self-Improvement Books
Dancing
Timeline
Care Coordinator Supervisor
Optum, UnitedHealth Group
04.2023 - 09.2023
Team Coach
Tailored Brands Call Center
05.2022 - 04.2023
Service Coordinator
Critical Path Resources
03.2016 - 05.2022
University of Houston
BBA from Management
Houston Community College
Associate of Arts
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