Summary
Experienced Customer Service & Member Services Professional with over 5 years in high-volume call center environments, specializing in healthcare member services. Proficient in HIPAA compliance, CRM systems, and resolving complex billing and account issues. Demonstrated ability to manage high inbound and outbound call volumes while maintaining accuracy and professionalism. Seeking to leverage my skills in remote roles at United Healthcare Group.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Member Engagement Coordinator
MCI Mass Markets
01.2025 - Current
- Conduct 400+ outbound calls daily for member engagement and care coordination.
- Schedule in-home health evaluations and home health visits for members.
- Maintain HIPAA-compliant documentation and CRM records.
Delivery Driver
Independent Contractor
01.2022 - Current
- Provide independent delivery services with strong customer service interaction.
- Manage multiple orders, routes, and time-sensitive deliveries efficiently.
- Maintain reliability, accuracy, and high customer satisfaction ratings.
Credit Card Customer Service Representative
MCI Mass Markets (project-based)
01.2025 - 01.2026
- Managed 120+ inbound calls daily regarding credit card billing disputes and account issues.
- Resolved transaction problems and processed account adjustments.
- Maintained performance metrics including call quality and customer satisfaction.
Operations Associate
Nissan North America
01.2018 - 01.2022
- Supported high-volume manufacturing operations in a fast-paced environment.
- Met daily productivity and quality standards consistently.
- Followed strict safety, workflow, and operational procedures.
Remote Customer Service Representative
West at Home (remote seasonal)
Wesley Chapel
01.2014 - 01.2018
- Managed 50-200 inbound calls daily in a remote call center environment.
- Resolved billing and account issues with strong first-call resolution.
- Documented customer interactions accurately in CRM systems.
Customer Service Representative (seasonal)
Health Plan Services (Blue Cross Blue Shield)
Tampa
01.2014 - 01.2018
- Assisted members with benefits, enrollment, billing, and claims inquiries during peak seasons.
- Handled 50-90 inbound calls daily while maintaining HIPAA compliance.
- Educated members on coverage, eligibility, and healthcare benefits.
Healthcare Customer Service Representative
General Dynamics (temporary assignment)
Riverview
02.2014 - 05.2014
- Assisted clients with healthcare inquiries and resolved issues effectively.
- Managed appointment scheduling and coordinated patient services seamlessly.
- Provided detailed information on insurance benefits and eligibility requirements.
Education
Associate of Applied Science - Business Administration
09.2010 - 12.2011
High School Diploma -
08.1991 - 05.1994
Skills
Timeline
Member Engagement Coordinator - MCI Mass Markets
01.2025 - Current
Credit Card Customer Service Representative - MCI Mass Markets (project-based)
01.2025 - 01.2026
Delivery Driver - Independent Contractor
01.2022 - Current
Operations Associate - Nissan North America
01.2018 - 01.2022
Healthcare Customer Service Representative - General Dynamics (temporary assignment)
02.2014 - 05.2014
Remote Customer Service Representative - West at Home (remote seasonal)
01.2014 - 01.2018
Customer Service Representative (seasonal) - Health Plan Services (Blue Cross Blue Shield)
01.2014 - 01.2018
Mid-continent University - Associate of Applied Science, Business Administration
09.2010 - 12.2011
Fulton City High - High School Diploma,
08.1991 - 05.1994