Whitney Hardwick
Prichard,WV
Summary
Proven achiever with extensive experience in customer service and administrative support, notably at United Health Group. Excelled in complaint resolution and data entry, enhancing customer satisfaction and operational efficiency. Demonstrated exceptional problem-solving abilities and Microsoft Office Suite proficiency, consistently exceeding performance targets. Skilled in fostering team collaboration and implementing process improvements, contributing to a positive work environment and superior service delivery.
Overview
7
7
years of professional experience
Work History
Customer Service Advocate
United HealthGroup
11.2022 - Current
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Implemented new strategies to reduce average call handling time while maintaining high-quality service.
- Analyzed customer feedback data to identify areas for improvement in processes and procedures.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
- Managed approximately 30 incoming calls and emails per day.
Receptionist
Three Rivers Medical Center
10.2017 - 05.2022
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Submitting referrals and prior authorizations with different provider offices and insurance companies.
- Billing and Coding duties
- Managed approximately 50 or more calls and emails per day .
Education
No Degree - Health Information Management
Sullivan University
Louisa, KYHigh School Diploma -
Lawrence County High School
Louisa05.2015
Skills
- Call center experience
- Data Entry
- Administrative Support
- Problem-solving abilities
- Complaint Handling
- Data Collection
- Complaint resolution
- Computer Proficiency
- Appointment Setting
- Technical Support
- Account Management
- Technical Troubleshooting
- Microsoft Outlook
- Multi-line phone talent
- Escalation management
- Credit card processing
- Policy Review
- Order Fulfillment
- Professional telephone demeanor
- Typing Speed
- Social Media Monitoring
- Document Control
- Clerical Support
- Recordkeeping strengths
- Call Center Operations
- Payment handling
- Office equipment proficiency
- Payment Collection
- Microsoft PowerPoint
- Microsoft Office Suite
- Medical terminology knowledge
- Customer Service
- Documentation
- Medical Records Documentation and Keeping
Timeline
Customer Service Advocate
United HealthGroup
11.2022 - Current
Receptionist
Three Rivers Medical Center
10.2017 - 05.2022
No Degree - Health Information Management
Sullivan University
High School Diploma -
Lawrence County High School
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