Tiffany Cuellar
Harlingen,TX
Summary
Dynamic leader with proven ability to enhance organizational performance through effective team building and customer service strategies. Demonstrated success in quickly adapting to new roles and implementing impactful changes that drive company growth. Expertise in training, monitoring, and morale-boosting techniques to elevate employee engagement and productivity.
Overview
13
13
years of professional experience
Work History
Supervisor
United Healthcare Group
Harlingen, TX
10.2016 - 08.2021
- Supervised approximately 20 employees with varying tenure and skill. Direct reports were local, work at home or remote employees.
- Coordinated, supervised and was accountable for the daily/weekly/monthly activities of team members.
- Coached and mentored 20 staff members through constructive feedback to develop long-term career goals.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
- Set priorities for the team and ensured performance metrics were met, such as quality, schedule adherence, After Call Work, service levels, customer satisfaction and other key performance metrics.
- Coached staff on strategies to enhance performance and improve customer relations.
- Reviewed employee performance every month and delivered constructive feedback to improve weaknesses.
- Led regular team Meetings to communicate changes, relevant operational performance information and/or to build employee engagement.
- Monitored attendance and tardiness to ensure compliance with company guidelines.
Appeals and Grievances Coordinator
United Healthcare Group
Harlingen, TX
09.2014 - 10.2016
- Researched disciplinary and grievance issues and recommended optimal courses of action.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Responsible for the gathering of all pertinent and relevant information from the member/and or provider regarding the complaint per standard policies and procedures; and notifying the appropriate parties of the resolution and ensuring that all internal processes were completed to resolve the issues.
- Composed written correspondence to member in accordance with CMS guidelines.
- Conducted non biased, accurate, timely and comprehensive investigation of all the facts related to any United HealthCare complaints.
- Thoroughly documented all action taken on behalf of the member's or provider's to resolve their complaint's.
- Ensured that all complaints are in adherence to the centers of Medicare and Medicaid (CMS) guidelines and plan policy.
Customer Service Associate
United Healthcare Group
Harlingen, TX
08.2011 - 09.2014
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Documented conversations with customers to track requests, problems and solutions.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Assisted customers in making payments on accounts and setting up payment plans.
- Uphold strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Shared detailed information regarding options to help customers make decisions.
Supervisor
Pocket Smart Wireless
Harlingen, TX
03.2008 - 10.2010
- Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Oversaw efficient receiving and inventory management to keep stock within optimal levels.
- Recruited, hired and trained new employees, including monitoring and review of individual performance.
- Streamlined ordering and Inventory procedures to identify top sellers and reduce over-stock.
- Developed and mentored team members to provide hospitable, professional service while adhering to established service models.
- Handled over $1500.00 in funds each day in fast-paced sales environment.
Skills
- Processes and procedures
- Goal-oriented
- Issue and conflict resolution
- Leadership
- Multitasking
- Training & Development
- Problem resolution
- Fluent in Spanish
- Relationship building
Timeline
Supervisor
United Healthcare Group
10.2016 - 08.2021
Appeals and Grievances Coordinator
United Healthcare Group
09.2014 - 10.2016
Customer Service Associate
United Healthcare Group
08.2011 - 09.2014
Supervisor
Pocket Smart Wireless
03.2008 - 10.2010