Tina Colbert
UnitedHealthcare
OKLAHOMA CITY,OK
15
years of professional experience
Customer Service Lead experienced in addressing and resolving customer issues effectively. Achieved positive outcomes through strong team collaboration and effective communication. Reliable and adaptable, contributing valuable problem-solving skills.
Work History
Customer Service Representative Sr.
9 Years 4 Months- Coached over 25 team members on service techniques, enhancing service quality through quality assurance scoring.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Consistently met and exceeded company standards for service levels and quality metrics.
- Enhanced customer satisfaction by providing timely and accurate information regarding healthcare plans.
- Assisted clients in navigating online portals for benefits enrollment and account management.
- Led initiatives to improve service delivery, resulting in increased efficiency and reduced issue resolution time.
Customer Service Assist
2 Years 8 Months- Investigated and responded to customer inquiries and complaints quickly and efficiently.
- Responded to an average of 70+ customer requests for products, services, and company information.
- Monitored and scored sales and escalation calls to ensure quality assurance.
- Resolved customer inquiries by utilizing knowledge of products and services, enhancing customer satisfaction.
- Processed transactions efficiently using point-of-sale systems, ensuring accuracy in billing and payments.
Customer Service Agent
3 Years 2 Months- Assisted numerous customers daily while maintaining a positive demeanor at the service desk.
- Executed multiple tasks with high attention to detail, ensuring accuracy and efficiency.
- Communicated product and service value to promote customer satisfaction and support retention.
- Resolved customer inquiries through various communication channels, ensuring high satisfaction levels.
- Trained over 15 new team members on best practices and company policies to enhance service quality.
Education
Associate of Applied Science - NURSING
Skills
Call center experience
Customer service
Payment processing
Data entry
Issue resolution
Conflict resolution
Active listening
Critical thinking
Issue resolution
Relationship building
Professional telephone demeanor
Timeline
Customer Service Representative Sr.
UnitedHealthcare
04.2017 - CurrentRead More
Customer Service Assist
AT&T
08.2014 - 04.2017Read More
Customer Service Agent
Intelligent Beauty LLC
06.2011 - 08.2014Read More
Rose State College
Associate of Applied Science from NURSING
Read More