Tricia Nosworthy
Greenville,North Carolina
Summary
Highly skilled and experienced Sr Customer Service Rep with a proven track record of delivering exceptional customer service and satisfaction. Possess strong communication, problem-solving, and organizational skills, coupled with a deep understanding of customer service principles. Demonstrated ability to lead and mentor team members, resolve complex customer issues, and drive continuous improvement initiatives. Seeking to leverage my expertise to contribute to a customer-focused organization and drive positive outcomes.
Customer service professional with strong background in managing customer interactions and resolving issues promptly. Committed to enhancing team collaboration and achieving consistent results. Recognized for adaptability in dynamic environments and proficiency in handling customer concerns and inquiries.
Overview
20
20
years of professional experience
Work History
Sr Customer Service Rep
UnitedHealth Group
08.2022 - 04.2024
- Successfully managed a high-volume of customer inquiries via phone, email, and live chat, consistently meeting or exceeding performance metrics
- Managed escalated customer complaints with professionalism and efficiency, resulting in a 25% decrease in response time
- Maintained a 95% customer retention rate through proactive outreach and personalized communication strategies
- Provided exceptional customer service to patients, guiding them through appointment scheduling, insurance verification, and billing inquiries
- Offered knowledgeable assistance to healthcare providers, assisting with medication refills, lab results, and referral coordination
- Managed high call volumes in a fast-paced environment, ensuring patient satisfaction and resolving any issues promptly
- Conducted patient follow-ups to ensure continuity of care and address any concerns or feedback
- Collaborated with interdisciplinary teams to enhance the overall patient experience and maintain high quality service standards
DMV Administrator
Classic Audi of Westchester
01.2011 - 05.2021
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Maintained personnel records and updated internal databases to support document management.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
Claims Representative
Vidant Health
06.2021 - 12.2022
- Investigated and evaluated insurance claims to determine coverage and liability
- Communicated with policyholders, witnesses, and healthcare providers to gather necessary information for claim processing
- Negotiated settlement terms with claimants and other parties involved in the claim
- Handled a high volume of claims efficiently and effectively, meeting strict deadlines and maintaining high levels of customer satisfaction
Title Clerk
Toyota
07.2004 - 12.2009
- Warmly greet and assist visitors in person and over the phone, maintaining a professional and friendly demeanor at all times
- Manage a multi-line phone system, transferring calls to appropriate departments and taking detailed messages when necessary
- Schedule appointments and meetings, coordinating with staff and clients to ensure efficient use of time and resources
- Maintain a clean and organized front desk area, including stocking and organizing office supplies and keeping track of incoming and outgoing mail
- Use computer skills to input and update data in electronic systems, ensuring accurate and up-to-date information for staff and visitors
- Accurately inputted and maintained large volumes of data in various databases
- Responded promptly to data entry requests and consistently met tight deadlines
- Managed electronic and paper documentation in compliance with company policies and procedures
Education
HS Diploma -
Valhalla High School
Valhalla, NY06.1994
Skills
- Time Management Skills
- Management
- Call center experience
- Membership renewals
- Team monitoring
- Policy improvement
- Staff education and training
- Quality Assurance
- Salesforce CRM
- Recordkeeping strengths
- Training development aptitude
- Order documentation
- Complaint resolution
Timeline
Sr Customer Service Rep
UnitedHealth Group
08.2022 - 04.2024
Claims Representative
Vidant Health
06.2021 - 12.2022
DMV Administrator
Classic Audi of Westchester
01.2011 - 05.2021
Title Clerk
Toyota
07.2004 - 12.2009
HS Diploma -
Valhalla High School
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