Terria Dent
Shannon,NC
Summary
Detail-oriented customer service professional with 10 years of experience in various roles, including customer service, sales, and management. Proficient in Microsoft Office and QuickBooks. Skilled in scheduling, customer support, time management, and leadership. Possesses a North Carolina Driver's License. Currently pursuing an Associate in Medical Management.
Overview
5
5
years of professional experience
1
1
Certificate
Work History
Navigator
UnitedHealthcare
02.2023 - Current
- I work with a panel of around 1000 members from designated states.
- Started working with M&R DSNP members, currently working with C&S DSNP members.
- Make OB calls while taking IB calls from my panel members. On occasions I also help front end workers take IB calls from other states that are not assigned to me.
- My job also consists of helping members with any claims issues, scheduling House Call visits, going over medication adherences, reminding my members of any AWVS (annual wellness physicals), updating demographics, helping with resources and DME (durable medical equipment) helping members with finding suppliers for those DME supplies, as well as locating INN providers & Specialists.
- Exercised strong decision-making skills during high-stress emergency scenarios while adhering to company HIPPA policies and procedures.
Lifestyle Consultant
ASPIRE LIFESTYLES (AMERICAN EXPRESS)
07.2022 - 02.2023
- I help CMS book vacations, dining reservations and purchase tickets for events or concerts.
- I answer member questions about trending products, while Collecting & documenting orders.
- Managed customer accounts
- Resolved customer issues
- Responded to inquiries and issues
- Managed approximately 30 incoming calls per day from members, while documenting interactions with each member in a timely manner.
Customer Service Representative
Maximus
05.2021 - 06.2021
- Working as a CSR III with Maximus as a Temp, we schedule appointments for customers to get the Covid-19 vaccine along with helping our customers find the best location to receive that vaccine
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
L1.5 Customer Service Representative
OneSupport
08.2020 - 05.2021
- Taking care of customer needs, whether it be to move their services to a new address, or put their services on vacation, do SS orders, finding the right S/E codes to fix an order if necessary
- Making sure every customer is satisfied and all their issues are resolved
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Associate in Medical Management -
Ultimate Medical Academy
Tampa, FL02.2025
High School Diploma - General
Lumberton High School
Lumberton, NC05.2007
Skills
- Proficiency in Microsoft Excel, Office, Power Point, Windows, Word
- Customer Service
- 58 WPM
- Assistant Manager Experience
- Store Management Experience
- MICROSOFT WORD
- Multi-tasked
- Problem Solver
- Team coordination experience
- Emergency response training
Certification
- BBP Certified (Blood Born Pathogens Certification)
- North Carolina Driver's License
Additional Information
- Multi-tasked
- Problem Solver
- Team Builder
- Listener
- Supportive
Languages
English
Full Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Navigator
UnitedHealthcare
02.2023 - Current
Lifestyle Consultant
ASPIRE LIFESTYLES (AMERICAN EXPRESS)
07.2022 - 02.2023
Customer Service Representative
Maximus
05.2021 - 06.2021
L1.5 Customer Service Representative
OneSupport
08.2020 - 05.2021
High School Diploma - General
Lumberton High School
Associate in Medical Management -
Ultimate Medical Academy
Personal Information
- Authorized To Work: US for any employer
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