Valerie R Roby
Saint Louis,MO
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Advocate4Me Rep Sr
UnitedHealth Group
03.2020 - Current
- Help guide and educate customers about the fundamentals and benefits of consumer – driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
- Act as a Subject Matter Expert or mentor to other team members
- Provide personalized and consultative education and information
- Use pertinent data and facts to identify and solve a range of problems within area of expertise
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Administrative Assistant
Specified Credit Association
- Support managers and employees through a variety of task related to our organization and communication
- Responsible for confidential and time sensitive material
- Provide administrative support to ensure efficient operation of the office
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Scheduled office meetings and client appointments for staff teams.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Created and maintained databases to track and record customer data.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
Customer Technical Support Analyst
Spectrum
- Completing calls where the customer has technical issues with their internet and phone services provided by Spectrum
- Multi-tasking their customer experience with knowledgeable service to fix the issue
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
Collector
US Bank Home Mortgage
- Negotiate payment arrangements with customer to avoid mortgage delinquency, foreclosures and repossessions
- Ensure to follow Fair Debt Collections Practices Act (FDCPA)
- Work in accordance with consumer privacy laws and company procedures
- Determine debtor’s financial ability to offer alternate payment programs and methods
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Education
Billing and Coding Certificate and additional course work -
SANFORD BROWN COLLEGE
Skills
- Microsoft Office Suite
- Black Knight Proprietary Software
- Organizational, Communication, Teamwork and Interpersonal, Problem Solving and Customer Service Skills
- Page 2
- Sales Goals
- Client Account Management
- Product and Service Knowledge
- Client Service
- Account Management
- Maintaining Customer Database
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved M&R 1,2 and 3 Certification by completing with accuracy and efficiency.
- Culture Ambassador
- NPS Certificate
Certification
M&R 1,2 and 3
NPS
Culture Ambassador
Billing and Coding
Timeline
Advocate4Me Rep Sr
UnitedHealth Group
03.2020 - Current
Administrative Assistant
Specified Credit Association
Customer Technical Support Analyst
Spectrum
Collector
US Bank Home Mortgage
Billing and Coding Certificate and additional course work -
SANFORD BROWN COLLEGE
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