Sylvania Thomas
Green Bay,WI
Summary
Friendly Customer Retention Specialist succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively. Thorough Customer Retention Specialist with 7 years of experience working in Medicare and Retirement industry. Committed to providing superb customer service efficiently and courteously. Proficient in processing new accounts and explaining new services and products to interested customers.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Retention Specialist,
UnitedHealthcare
01.2016 - 09.2023
- Assisted new members to understand their Medicare and Medicaid health plan that they recently enrolled into
- Assisted new members in understanding their medications through the Medicare and Medicaid plan
- Assisted new members in using the benefits through the new Medicare and Medicaid plan
- Help new prospects in enrolling into a prescription drug plan
- Assisted Brokers and Sales agents with looking up new prospects medicare information
- Called members for information on why they decided to leave the Medicare Medicaid plan
- Checked in on current member about recertification so they don't lose current benefits
- Help support in the training classes for new agents to do the role i was currently in
- Developed new strategies for customer retention activities.
- Adhered to appropriate legal scripting when required.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
Laundry Housekeeper
Best Western Midway Hotel Green
03.2015 - 08.2016
- Logging in samples as they can into the lab
- Searching them for any discrepancies
- Making sure all the samples were in the delivery and that the samples were not were not damages
- Logging them unto their system
- Labeled them to be tested by the lab
- Accomplishments
- First I started in their waste area and work my way up to data entry and then after that I was ask to work in the Login Department
Lab Tech and Supervisor
Procter and Gamble Lab
08.2007 - 12.2014
- Supervised groups of 5 to 20 employees
- Testing lab supervisor
- Excel Spread Sheets
- Data entry
- Words
- Tested different type of materials
- Managed the work load in the lab on a daily bases
- Supervised the lab and the schedule of the work and the people
- Work one on one with plant leaders from the different tissues brands
- All special testing was done under my supervision
- Keeping all lab standards up to date
- Laundered hotel linen sheets, towels and all the bedding
- Stored clean items for the other housekeepers
- Set up Banquet Rooms
- Served and cleared the food from guest tables
- Worked on an assembly line in a production environment
Education
High School Diploma -
Crane High School
1990
Skills
- Supervised groups of 5 to 20 employees
- Testing lab supervisor
- Excel Spread Sheets
- Data Entry
- Words
- Tested different type of materials
- Medicare & Retirement Foundation
- Medicare & Retirement Practitioner
- Managed the work load in the lab on a daily bases
- Supervised the lab and the schedule of the work and the people
- Work one on one with plant leaders from the different tissues brands
- All special testing was done under my supervision
- Keeping all lab standards up to date
- Laundered hotel linen sheets, towels and all the bedding
- Stored clean items for the other housekeepers
- Set up Banquet Rooms
- Served and cleared the food from guest tables
- Worked on an assembly line in a production environment
Certification
- Job Skill Training Cashier /Customer services
- Job skill training Customer Services Job Sill training
- Medicare and Retirement Certification
Timeline
Customer Retention Specialist,
UnitedHealthcare
01.2016 - 09.2023
Laundry Housekeeper
Best Western Midway Hotel Green
03.2015 - 08.2016
Lab Tech and Supervisor
Procter and Gamble Lab
08.2007 - 12.2014
High School Diploma -
Crane High School
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