Teresa Stone

• Active listening to calls for Quality Assurance
• Coached representatives on call guidelines and performance improvement areas.
• Resolved customer service inquiries upon first contact by assessing caller needs.
• Guided members through benefits, eligibility, claims, and financial spending accounts.
• Coordinated appointment scheduling and specialist referrals with providers.
• Assisted members in navigating myuhc.com and other UnitedHealthcare platforms.
• Scheduled house calls to enhance member access to necessary services.
• Processed one-time payments and managed autopayments with efficiency.

Completed reports and documentation accurately while meeting all deadlines.

• Counsel individuals to help them understand and overcome personal, social, or behavioral problems affecting their educational or vocational situations.
• Evaluate students' or individuals' abilities, interests, and personality characteristics using tests, records, interviews, or professional sources.
• Counsel students regarding educational issues, such as course and program selection, class scheduling and registration, school adjustment, truancy, study habits, and career planning.
• Refer students to degree programs based on interests, aptitudes, or educational assessments.
• Provide students with information on such topics as college degree programs and admission requirements, financial aid opportunities, trade and technical schools, and apprenticeship programs.
• Spoke with over 100 students daily.
• Operating CRM and Finesse.
• Processing application, unofficial/official transcripts Assisting with Financial Aid, Master Promissory Note and Entrance Counseling.

• Led a call center team for the financial services industry. Managed up to 60 agents at a time.
• Coached and developed a team of 25.
• Facilitated weekly calibration sessions.

• Assisted customers with shipping and product sales.
• Performed opening and closing duties.
• Sold shipping services and in-store products.

• Fielded inbound calls. Responded to concerns and complaints, handled orders and account information such as credit cards, pay Pal, and promo coupons.
• Handling tickets.
• Dealing with customers personal information such as address, telephone numbers and past purchases.
• Operating two computers at once to handle inbound calls. Multi-tasked between listening, typing and researching for each customer's need.