Wenter Givens
Fort Worth,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction.
Overview
21
21
years of professional experience
Work History
Customer Service Representative Team Lead US
United Heathcare
03.2023 - Current
- Perform multiple types of adjustments including closed, denied, and simple adjustments
- Meet Quality, Productivity and Attendance requirement
- Ensure Member & Provider Satisfaction
- Maintaining accurate documentation in ORS
- Being responsible for any follow-up work needed for resolving and closing issues
- Identifying and resolving anticipated issues to prevent future calls
- Maintain proficiency in all technical applications (technical skills and system knowledge)
- Comply with all current policies, procedures and workflows
- Extensive work experience, possibly in multiple functions
- Work follows established procedures
- Works independently
- Mentors others
- Acts as a resource for others
- Reviewed, verified, and assessed insurance policy information to ensure appropriate claims processing procedures.
- Adhered to legal requirements and organizational protocols for claims processing.
- Assisted customers via telephone inquiries related to their specific claim status or general questions about the company's services.
HEALTH ADVISOR, US
United Heathcare
05.2022 - 03.2023
- Accurately and efficiently answered calls regarding eligibility, benefits, and claim details and authorization information to member and providers
- Respond to and own consumer inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility, claims, financial spending accounts, correspondence, OptumRx Pharmacy, United Behavioral Health and self-service options
- Delivered services according to established advocacy and case management protocols and maintained accurate, legible and current records
- Resolved problems related to benefits, eligibility and claims
- Research complex issues across multiple databases and work with support resources to resolve member issues and/or partner with others to resolve escalated issues
- Helped members navigate enrollment process and choose appropriate options
- Provided information such as copay and premium details, pre-approval procedures and available products
- Meet the performance goals established for the position in the areas of: conversation effectiveness, call quality, member satisfaction, first call resolution, efficiency and attendance
- Assist members in navigating throughout ytth.com, myuhc.com and other UnitedHealth Group websites or applications utilizing remote desktop system capabilities
- Navigate through multiple platforms and databases like UNET, RES, TRACS, CBD, ICUE, EXPRESS SCRIPTS, IBAGG/AVA, CAMS, EXCELLA, KL, PNL, DOC 360, etc to retrieve information regarding medical plans, prescription plans, flexible spending accounts, health reimbursement accounts, vision plans, dental plans, employer-based reward plans, claims submissions, clinical programs, etc
- Provided comprehensive customer service to drive client satisfaction
- Designed presentations via powerpoint for team scavenger hunts and team competitions
- Kingston DEI Allies Team Member
- Team Smith Point of Contact at Times.
CUSTOMER SERVICE AMBASSADOR, US
Activus Connect
03.2021 - 05.2022
- Exceeded team goals and collaborated with staff members to implement customer service initiatives
- Resolved concerns with products or services to help with retention and drive sales
- Kept accurate records to document customer service actions and discussions
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Collaborated with upper management to improve customer service processes and support structures company-wide.
CAREGIVER, US
Avalon Memory Care
01.2020 - 02.2021
- Trained new employees
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
TOW TRUCK DISPATCHER / CUSTOMER SERVICE, US
Capital Tow, Inc
03.2014 - 03.2020
- Effectively communicated with other employees and upper management to ensure complete care of customers
- Greeted customers and offered them assistance
- Coordinated with drivers to facilitate efficient delivery routes and timely deliveries
- Monitored and tracked dispatch communication systems
- Managed customer accounts and invoicing.
CUSTOMER SERVICE, US
Spencer Distributing
09.2012 - 04.2014
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Increased efficiency and performance by monitoring team member productivity and providing feedback
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply
- Cross-trained and backed up other customer service managers.
OFFICE RECEPTIONIST / PERSONAL ASSISTANT, US
Snider Drywall
10.2010 - 03.2014
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Managed multiple tasks and met time-sensitive deadlines
- Responded to inquiries from callers seeking information
- Confirmed appointments, communicated with clients, and updated client records
- Corresponded with clients through email, telephone, or postal mail.
FRONT DESK CLERK, US
Hyatt Regency
06.2003 - 09.2010
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention
- Used internal software to process reservations, check-ins and check-outs
- Answered multi-line phone system and transferred callers to appropriate department or staff member
- Collected room deposits, fees, and payments.
Education
ASSOCIATE OF ARTS IN CULINARY ARTS -
Tarrant County College District
ASSOCIATE OF ARTS IN BUSINESS ADMINISTRATION -
Texas Woman's University
DIPLOMA IN HIGH SCHOOL -
Gardena Senior High School
Skills
- Call Center Operations
- Information Management
- Active Listening Skills
- Program Requirements
- Cash Counting
- Customer Satisfaction
- Customer Needs Assessments
- Customer Retention
- Health Insurance Plan Knowledge
- Customer Assistance
- Inbound Call Management
- Medical terminology knowledge
- Claims Processing Software
- Data Entry
- Eligibility Determination
- Small Claims Payouts
- Decision-Making
- Exceptional recordkeeping abilities
- Problem-solving aptitude
Timeline
Customer Service Representative Team Lead US
United Heathcare
03.2023 - Current
HEALTH ADVISOR, US
United Heathcare
05.2022 - 03.2023
CUSTOMER SERVICE AMBASSADOR, US
Activus Connect
03.2021 - 05.2022
CAREGIVER, US
Avalon Memory Care
01.2020 - 02.2021
TOW TRUCK DISPATCHER / CUSTOMER SERVICE, US
Capital Tow, Inc
03.2014 - 03.2020
CUSTOMER SERVICE, US
Spencer Distributing
09.2012 - 04.2014
OFFICE RECEPTIONIST / PERSONAL ASSISTANT, US
Snider Drywall
10.2010 - 03.2014
FRONT DESK CLERK, US
Hyatt Regency
06.2003 - 09.2010
ASSOCIATE OF ARTS IN CULINARY ARTS -
Tarrant County College District
ASSOCIATE OF ARTS IN BUSINESS ADMINISTRATION -
Texas Woman's University
DIPLOMA IN HIGH SCHOOL -
Gardena Senior High School
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