Yvette Frazier
United Healthcare Group
Niagara Falls,NY
Summary
Dynamic Customer Service Representative with a proven track record at United Healthcare Group, excelling in problem resolution and relationship building. Leveraged CRM systems to enhance customer satisfaction, achieving consistent improvements. Skilled in active listening and data entry, fostering team development and streamlining processes for optimal service delivery.
Work History
Customer Service Representative
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted in processing insurance claims, ensuring accuracy and compliance with guidelines.
- Educated customers on healthcare plans, enhancing understanding of coverage options.
- Collaborated with team members to streamline service processes and improve response times.
- Utilized CRM systems to document interactions and track customer feedback efficiently.
- Trained new staff on customer service protocols, fostering a collaborative team environment.
- Implemented process improvements that enhanced overall customer satisfaction scores consistently.
Customer Service Representative
Delivered exceptional customer support by assisting clients with financial services inquiries.
Customer Service Representative
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted in processing insurance claims, ensuring accuracy and compliance with guidelines.
- Educated customers on healthcare plans, enhancing understanding of coverage options.
- Collaborated with team members to streamline service processes and improve response times.
- Utilized CRM systems to document interactions and track customer feedback efficiently.
- Trained new staff on customer service protocols, fostering a collaborative team environment.
- Implemented process improvements that enhanced overall customer satisfaction scores consistently.
Education
Associate of Science - Business Administration And Management
Skills
Customer service
Active listening
Critical thinking
Data entry
Customer relations
Problem resolution
Relationship building
Call center experience
Computer proficiency
Microsoft Excel
Complaint resolution
Payment processing
Customer satisfaction measurement
Professional telephone demeanor
Microsoft outlook
Scheduling
Team development
Customer relationship management (CRM)
De-escalation techniques
Building rapport
Accomplishments
I hold several customer service awards for exceptional customer service
Timeline
Customer Service Representative
United Healthcare Group
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Bryant & Stratton College
Associate of Science from Business Administration And Management
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