- Cooking
- Gardening
- Interior Design
Vivian Sede
Celina,TX
Summary
Caring and skilled member's advocate passionate about positively impacting programs and helping participants by providing expert support. Familiar with providering information and always looking for ways to improve operations and personalize assistance. Well-organized and resourceful with detail-oriented and conscientious approach.
Overview
23
23
years of professional experience
Work History
Advocate 4Me Sr Rep
UNITED HEALTHCARE
07.2021 - Current
- Handling inbound customer service inquiries and resolving complex member issues which includes Benefit and claims
- Providers Search
- Pharmacy
- Health Savings
- Finances
- Well Being
- Emotional Health
- Behavioral Health
- Making outbound calls to providers office for members
- Making outbound calls to pharmacies for member issues
- Provide assistance, resolve complaints, answer questions
- Maintain a positive attitude and calmly respond to customers' complaints
- Building and nurturing relationships with members
- Helping Prospective member to pick plan suitable for them
- Reprocess claims
- Live person chat
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Delivered friendly service and offered expert support in every interaction.
- Managed complex caseloads with diligence, prioritizing tasks to ensure timely resolution of cases.
- Made referrals to appropriate services, following up to confirm patients received access to required care.
- Established trusting relationships with clients by maintaining open lines of communication throughout the entire representation process.
- Established trust-based relationships with key stakeholders through open communication channels and regular progress updates on ongoing projects.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
Customer Service (NTTA)
SOUTHWEST CREDIT SYSTEM
01.2021 - 07.2021
- Resolve customer inquiries
- Resolves and input customer’s request into tracking system according to established guidelines
- Set up toll tags for customer vehicles
- Set up payment plan for blocked vehicles registration
Customer Service Retention
SOUTHWEST CREDIT SYSTEM
10.2019 - 01.2020
- Pursue past due accounts for several industries including communications, utilities, financial and education
- Diligently follow each client’s operating standard, as well as State and Federal legal requirements and regulations with regard to collections
- Ability to remain calm and to persuade debtors to make payments on past due accounts
- Process credit cards and check cards by phone
- Negotiate win/win solutions with the customer, client, and company in mind, including timely follow up to negotiated commitments
- Assure alignment to KPIs and support team members with time management and timely resolution of customer issues
- Keep abreast of all products and procedures in order to remain a Subject matter Expert
- Support proper documentation of all inquiries and claims in the applicable system(s) and ensure accuracy
- Perform job requirements within the scope of departmental metrics scorecard
Customer Support Expert
SPANCO CHANNEL BPO
03.2011 - 08.2019
- Resolving customer objections and queries
- Involved in all external communication activities of the company
- Updating customers profiles
- Prospecting for potential customers
- Total customers experience package
- Resolves and input customer’s request into tracking system according to established guidelines
- Build customers interest in the products and services offered; and ensure interested customers are warm transferred to sales or retention teammates for business growth and continuity respectively
- Making outbound calls to customers updating them on products and services offered
Bank Teller/Customer Service
INTEGRATED MICROFINANCE BANK PLC
02.2009 - 03.2011
- Account proofs and reconciliation
- Processing of tickets
- Keeping accurate account of cash and documentation
- Attending to and resolving customers inquiries
Contract Analyst
SHELL PETROLEUM DEVELOPMENT CO. LTD
10.2001 - 02.2009
- Prepared contract tender documents and contract agreements
- Ensured that all contract milestone was delivered promptly and appropriately
- Web focal point by the department
- Carried out commercial evaluation of contractors
- Facilitated preparation of department contract plans and strategies
- Provided commercial advice to the area team lead with respect to vendors policies, procedures and strategies to meet market and local condition commercial return to the organization
- Ensured timely bid evaluation was based on careful analysis of total cost considering the ability to complete the project
- Provided services/work at sound commercial decisions
- Was appointed the secretary to monitor the then contract panel
- Opened and analyzed project bid/tender documents
- Handled general administrative duties such as filling and mailing, preparing meeting agenda
Education
Bachelor of Science - Mathematics/computer Science
University of Port Harcorrt
Nigeria, West Africa09-2000
Skills
- Document review
- Analytical reasoning
- Client representation
- Resource management
- Research proficiency
- Policy development
- Benefits administration
- Active listening
- Collaboration and teamwork
- Interpersonal skills
- Team collaboration
- Creative and critical thinking
- Written communication
- Document management
- Attention to detail
- Building trust and relationships
- Effective multitasking
- Administrative support
- Analytical thinking
- Teamwork
Interests
Timeline
Advocate 4Me Sr Rep
UNITED HEALTHCARE
07.2021 - Current
Customer Service (NTTA)
SOUTHWEST CREDIT SYSTEM
01.2021 - 07.2021
Customer Service Retention
SOUTHWEST CREDIT SYSTEM
10.2019 - 01.2020
Customer Support Expert
SPANCO CHANNEL BPO
03.2011 - 08.2019
Bank Teller/Customer Service
INTEGRATED MICROFINANCE BANK PLC
02.2009 - 03.2011
Contract Analyst
SHELL PETROLEUM DEVELOPMENT CO. LTD
10.2001 - 02.2009
Bachelor of Science - Mathematics/computer Science
University of Port Harcorrt
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