Teresa Mcfarland
Cockeysville,MD
Summary
- Personable and dedicated Customer Care Advocate with extensive experience in conflict resolution and relationship building with customers, operators and other professionals.
- Solid team player with upbeat, positive attitude and proven skills in establishing rapport.
- Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships,
- Consistently friendly and professional when handling diverse customer needs in high-volume call center environment and resolving customer concerns and inquiries.
Overview
11
11
years of professional experience
Work History
Senior Provider Services Representative
UnitedHealthcare
01.2013 - 12.2017
- Maintained up-to-date knowledge on company products, services, and industry trends to provide accurate information to providers.
- Increased efficiency by accurately entering provider data into company systems and database.
- Coordinated with internal departments on behalf of providers to ensure timely payment resolution for claims disputes or other financial matters.
- Supported network development efforts through proactive outreach to potential providers and initiation of contract.
- Knowledge of ICD 9/10 HCPS codes and diagnostic codes
Senior Customer Care Representative
TransCore
11.2023 - 05.2024
- Analysis of toll violations to determine validity of information collected by electronic toll reader
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Addressed incoming customer inquiries and complaints and facilitated timely resolutions, increasing customer satisfaction.
- Researched resolutions, contacted necessary departments and responded back to customer by phone, mail or email as follow up.
- Exhibited professionalism, composure and discretion while expediting or resolving customer related concerns and issues.
Education
Diploma - General Studies
Franklin High School
Reisterstown, MD06.1986
Skills
- Analytical Skills
- Document and Records Management
- Customer Data Confidentiality
- Product Knowledge
- Interpersonal Skills
- Analytical Thinking
- Issue and Complaint Resolution
Accomplishments
Known for routinely developing rapport with escalated customers and making every attempt to minimize the overall cost to the company through effective use of a variety of resolution techniques.
Timeline
Senior Customer Care Representative
TransCore
11.2023 - 05.2024
Senior Provider Services Representative
UnitedHealthcare
01.2013 - 12.2017
Diploma - General Studies
Franklin High School
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