Zorana Whitewater
Laurinburg,USA
Summary
Dynamic as a "UnitedHealth Care Heartbeat Award Winner 2025", customer service professionalism with extensive experience in the healthcare sector, recognized for delivering exceptional support and fostering positive client relationships. Expertise in swiftly assessing customer needs, resolving issues, and implementing effective solutions to enhance satisfaction. Committed to maintaining a high level of professionalism while streamlining processes to boost service efficiency. Passionate about providing top-notch customer service that exceeds expectations.
Overview
17
17
years of professional experience
Work History
Member Service Advocate
UNITEDHEALTHCARE
Greensboro, NC
08.2021 - Current
- Evaluated current processes in order to recommend changes that would improve customer experience.
- Created documents such as letters or emails when appropriate to respond to customer inquiries or complaints.
- Developed strong working relationships with other departments to ensure successful resolution of member requests.
- Utilized active listening skills to assess member needs and provide appropriate solutions.
- Ensured compliance with all applicable laws, regulations, policies, and procedures.
Home Health Caregiver
TRIBAL HEALTH
Pembroke, NC
03.2020 - 09.2021
- Demonstrated excellent communication skills while interacting with family members regarding patient's condition and treatment plan.
- Conducted light housekeeping tasks such as laundry, cleaning, meal preparation, grocery shopping.
- Educated patients about healthy lifestyle habits such as nutrition, exercise, medication management.
- Provided emotional support to both patients and families during difficult times.
- Respected patient rights including privacy and confidentiality at all times.
Dispatcher
MITCHELL ROLLBACK & WRECKER
Rowland, NC
08.2019 - 03.2020
- Assigned loads to drivers based on designated routes and driver location.
- Oversaw dispatch activities and enforced compliance with laws and regulations.
- Managed data entry and documentation for deliveries.
- Relayed work orders, messages, or information to or from drivers by telephone or two-way radio.
- Efficiently handled all incoming calls from customers inquiring about services or shipment status.
Baker
WORKING WOMEN'S BAKERY
Laurinburg, NC
10.2008 - 05.2019
- Stocked, prepped, and cleaned bakery to complete daily opening and closing duties.
- Prepared and baked cakes, cookies, pies, and desserts according to recipes.
- Maintained high food quality standards in kitchen and upheld health code standards.
- Managed the daily operations related to customer service, inventory management, and marketing.
- Built solid foundation of business acumen, technical skills, and proven practices for daily operations.
Education
Associate In Science (A.S.) - Social Work
Fayetteville Community College
Fayetteville01.2017
Associate In Arts (A.A.) - Education
Fayetteville Community College
Fayetteville01.2017
Skills
- Program Promotion
- Customer Support
- Service Recommendations
- Database Maintenance
- Customer Standards Compliance
- Clear Written Communication Skills
- Appointment Scheduling and Confirmation
- Member Relations
- Complex Product Knowledge
- Microsoft Office
Timeline
Member Service Advocate
UNITEDHEALTHCARE
08.2021 - Current
Home Health Caregiver
TRIBAL HEALTH
03.2020 - 09.2021
Dispatcher
MITCHELL ROLLBACK & WRECKER
08.2019 - 03.2020
Baker
WORKING WOMEN'S BAKERY
10.2008 - 05.2019
Associate In Arts (A.A.) - Education
Fayetteville Community College
Associate In Science (A.S.) - Social Work
Fayetteville Community College